Manager, NOC

Twilio is seeking a Manager for their Network Operations Team. This role is crucial for monitoring the performance of Twilio's carrier partner network and troubleshooting carrier-related issues across Voice, SMS, and Identity services. The NOC team ensures high quality and performance for Twilio’s customers.

What This Role Involves:

• Leading and coordinating the day-to-day operations of a team of NOC Engineers.
• Acting as an escalation point for complex issues, engaging with carriers, providers, and suppliers.
• Overseeing real-time monitoring and alerting for service quality.
• Managing customer-facing reports and documentation for high-severity incidents.
• Collaborating cross-functionally with various teams to enhance service monitoring and incident management.
• Identifying and driving automation initiatives to streamline NOC operations.
• Hiring, mentoring, and retaining a high-performing, customer-focused team.
• Fostering a culture of transparency, collaboration, and respect.

Requirements:

• Proven track record in SMS/MMS/Voice incident ownership at a Tier 1 carrier or service provider.
• 8+ years of relevant experience and 3+ years of experience managing teams in operations, analytics, or routing.
• Strong ability to stay calm under pressure and prioritize effectively.
• Excellent communication skills for technical and non-technical audiences.
• Experience in process development, operational reporting, and staff onboarding/training.
• Proficiency in troubleshooting and reporting tools like Kibana, Datadog, Looker, Zendesk, ServiceNow, and Jira.
• Strong analytical skills with experience using key operational metrics for evaluation and decision-making.
• Expertise in complex troubleshooting and resolving critical technical issues.
• Highly organized, process-driven, and capable of managing multiple projects simultaneously.

What Twilio Offers:

• Competitive pay.
• Generous time off.
• Ample parental and wellness leave.
• Healthcare.
• A retirement savings program.