Telco Incident Manager

Holafly; España; A distancia; EUR 40.000 - 60.000; Jornada completa

Descripción de la vacante

A dynamic telecommunications company based in Spain is seeking a Telco Incident Manager to lead incident resolution in a B2B environment. The role involves coordinating incidents, monitoring service health, and technical mentoring. Ideal candidates will have 3+ years in telco operations and experience with mobile network technologies. The position offers flexibility and the possibility of remote work.

Servicios

20 days paid time off

Education bonus

Great company culture

Formación

• 3+ years in telco operations, service management, or incident response.
• Experience with mobile network technologies (3G-5G, eSIM, roaming, GRX).
• Familiarity with protocols like Diameter, Radius, DNS.

Responsabilidades

• Lead and coordinate telco-related incidents from detection to resolution.
• Monitor service health and lead continuous improvements.
• Provide technical mentoring and training to internal teams.

Conocimientos

Analytical thinking

Resilience

Proactive approach

Excellent communication

Process documentation skills

Educación

Bachelor's or Master’s in Engineering, Telecommunications, or related fields

Herramientas

ITSM platforms (Jira, ServiceNow, Opsgenie)

Telco monitoring tools (Nagios, Dynatrace, Grafana, Zabbix)

Descripción del empleo

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Holafly is a fast-growing start-up that is changing how travelers connect to the internet abroad. Since 2018, we’ve been providing peace of mind to travelers to more than 200 worldwide destinations. We are a young and international team of over 500 people based all around the world working to provide stress-free experiences for all travelers .

About the role

About us

Holafly is a fast-growing start-up that is changing how travelers connect to the internet abroad. Since 2018, we’ve been providing peace of mind to travelers to more than 200 worldwide destinations. We are a young and international team of over 500 people based all around the world working to provide stress-free experiences for all travelers .

About the role

We are looking for a Telco Incident Manager to lead the management of telecommunications incidents, service monitoring, and technical projects within a dynamic, international B2B carrier environment. In this role, you’ll orchestrate and drive incident resolution across internal teams and external providers in both English and Spanish , ensuring high availability and performance of our telco services.

You’ll also play a key role in technical leadership , managing interfaces with providers, network tools, and driving process improvements. The position offers flexibility, autonomy, and technical depth , with room to shape tools and strategy in a collaborative, blameless culture.

Responsibilities

Lead and coordinate telco-related incidents from detection to resolution and post-mortem analysis.

Own communication flows via ITSM tools and direct coordination with vendors and internal teams.

Monitor service health and lead continuous improvements to maximize uptime and performance.

Manage technical interfaces with telco providers and monitoring systems.

Document incidents, processes, and improvements using Google Workspace and Atlassian tools.

Drive and support technology projects with a telco focus.

Provide technical mentoring and training to internal teams and support knowledge sharing.

Represent Carrier Operations across teams to ensure telco integration supports business goals.

What you need to succeed

Languages : Spanish (native) and fluent English (or vice versa). Additional languages are a plus.

Education : Bachelor's or Master’s in Engineering, Telecommunications, or related fields; certifications (CISCO, AWS, Google, Cybersecurity) are a plus.

Experience :

3+ years in telco operations, service management, or incident response

Experience working with mobile network technologies (3G-5G, eSIM, roaming, GRX, etc.)

Familiarity with protocols like Diameter, Radius, DNS, and telco monitoring tools (Nagios, Dynatrace, Grafana, Zabbix, etc.)

Strong command of ITSM platforms (Jira, ServiceNow, Opsgenie, etc.)

Mindset & Skills :

Strong analytical thinking, resilience, autonomy, and a proactive approach

Excellent communication and process documentation skills

Ability to lead cross-functional initiatives and navigate multicultural teams

Passion for continuous learning and improving team performance

Working conditions

Position within time zones between 15W and 30E .

Flexible working hours between 08 : 00–19 : 00 local time.

Occasional travel to events or partner locations may be required.

On-call availability may apply depending on incident criticality (rotational and reasonable).

Personal device required – no smartphone provided by the company .

Benefits of boarding on Holafly

20 days paid time off

Education bonus

Great company culture and international environment!

Highly-skilled teammates and lots of opportunities for growth and development!

Remote job

Apply now and help us to keep the world connected together! Visit us at Holafly to explore open positions and learn more about our mission.

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