Manager, NOC

Twilio; Colombia; A distancia; COP 332.161.000 - 429.856.000; Jornada completa

Descripción de la vacante

A leading tech company is seeking a Manager, NOC to lead their Network Operations team in Colombia. This remote role requires 8+ years of experience in SMS/MMS/Voice incident ownership and strong leadership skills. Success in this role involves fostering collaboration and ensuring 24/7 operations while engaging directly with carriers and teams across the organization. Competitive pay and comprehensive benefits are offered.

Servicios

Competitive pay

Generous time off

Healthcare benefits

Retirement savings program

Formación

• Proven track record in SMS/MMS/Voice incident ownership.
• 3+ years managing teams in operations or analytics.
• Experience in process development and operational reporting.

Responsabilidades

• Lead day-to-day operations of NOC team.
• Act as escalation point for complex issues.
• Collaborate cross-functionally to enhance service monitoring.

Conocimientos

Incident ownership

Calm under pressure

Excellent communication

Analytical skills

Organizational skills

Educación

8+ years of relevant experience

Herramientas

Kibana

Datadog

Looker

Zendesk

ServiceNow

Jira

Descripción del empleo

See yourself at Twilio

Join the team as our next Manager, NOC for Twilio’s Network Operations Team.

About the job

Twilio is looking for a seasoned manager to join our NOC team. The NOC is responsible for monitoring the performance of our carrier partner network and troubleshooting carrier-related issues across Voice, SMS, and Identity services. The NOC works tirelessly to ensure that our carrier partner network provides the high quality and high performance that Twilio’s customers expect.

Responsibilities

In this role, you’ll:

• Lead and coordinate the day-to-day operations of a team of NOC Engineers, ensuring 24/7 availability and on-call coverage.
• Act as an escalation point for complex issues, engaging directly with carriers, providers, and suppliers to resolve incidents.
• Oversee real-time monitoring and alerting for Voice, SMS, and Identity service quality, continuously improving detection, automation, and incident response.
• Manage customer-facing reports and documentation for high-severity incidents while ensuring accurate internal process documentation.
• Collaborate cross-functionally with Incident Command, Operations, Support, Product, Engineering, and Business Development teams to enhance service monitoring and incident management.
• Identify and drive automation initiatives to streamline NOC operations, working closely with software engineers to develop necessary tools.
• Hire, mentor, and retain a high-performing, customer-focused team while driving continuous training and performance reviews.
• Foster a culture of transparency, collaboration, and respect across teams.

Qualifications

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn’t followed a traditional path, don’t let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

Required:

• Proven track record in SMS/MMS/Voice (or other VAS) 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 within Networking, Messaging, or Voice domains.
• Strong ability to stay calm under pressure, prioritize effectively, and assess situational urgency.
• Excellent communication skills, with the ability to convey technical issues to both technical and non-technical audiences, including C-level stakeholders.
• Experience in process development, operational reporting, and staff onboarding/training.
• Proficiency in troubleshooting and reporting tools such as Kibana, Datadog, Looker, and ticketing systems like 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.
• Schedule: Monday to Friday, 10:00 to 19:00 Colombia Time
• Advanced understanding of SMS messaging from a carrier and aggregator (Core Network and VAS) perspective
• Advanced experience in SMS troubleshooting (e.g. pcap, traceroute, tcpdump) and understanding of basic AWS connectivity
• Fluency in additional spoken languages

Location

This role will be remote, and based in Colombia.

Travel

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

What We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn’t what you're looking for, please consider other open positions.

Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.

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