Manager, NOC

Twilio is seeking a Manager, NOC to join their Network Operations Team. In this role, the manager will lead a team of NOC Engineers, ensuring 24/7 availability and on-call coverage. The role involves acting as an escalation point for complex issues, engaging with carriers, providers, and suppliers to resolve incidents. The Manager, NOC will oversee real-time monitoring and alerting for Voice, SMS, and Identity service quality, continuously improving detection, automation, and incident response. They will also manage customer-facing reports and documentation for high-severity incidents and collaborate cross-functionally with various teams.

Responsibilities:

• Lead and coordinate the day-to-day operations of a team of NOC Engineers.
• Act as an escalation point for complex issues.
• Oversee real-time monitoring and alerting for Voice, SMS, and Identity service quality.
• Manage customer-facing reports and documentation for high-severity incidents.
• Collaborate cross-functionally with various teams.
• Identify and drive automation initiatives to streamline NOC operations.
• Hire, mentor, and retain a high-performing, customer-focused team.
• Foster a culture of transparency, collaboration, and respect across teams.

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.
• Experience in process development, operational reporting, and staff onboarding/training.
• Proficiency in troubleshooting and reporting tools.
• Strong analytical skills.
• Expertise in complex troubleshooting.
• Highly organized and process-driven.

What Twilio Offers:

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