Technical Operations Lead – Telco & ISP UMP Platform

AVSystem; Kraków; Hybrid; PLN 223,000 - 290,000; Full time

Benefits offered by this job

Hybrid work in Kraków

B2B or employment (UoP)

AI tool subscriptions

Multisport

Individual health insurance

Relaxed, non-corporate atmosphere

Good Lood ice cream

Job summary

AVSystem is seeking a Technical Operations Team Lead in Kraków to bridge technical excellence with client success. You will lead a 1st/2nd line support team for Telco and ISP clients, owning health and longevity of support contracts through clear communication and deep understanding of device management.

You will be the escalation point, optimize Jira workflows, contribute to product advocacy for the Unified Management Platform (UMP), and collaborate with Product Management and SRE on client

Qualifications

• Several years in technical support or operations in Telco/ISP environments.
• Experience leading people, formally or informally, or at least one year in a managerial role.
• Solid knowledge of networking protocols and TR-069 awareness is a plus.
• CCNA or equivalent certification.
• Linux (CLI) and basic API integration understanding.
• Experience with large-scale network/device management in ISP/IoT contexts.
• Jira Service Management and Confluence experience; CRM familiarity a plus.
• Analytical with ability to spot trends and root causes; comfortable with AI tools.

Responsibilities

• Lead a 1st/2nd line support team and help them grow technically and as a team.
• Ensure incidents and requests in Jira Service Management meet SLAs and act as escalation point.
• Improve support workflows, documentation, and knowledge base; own select Professional Services.
• Maintain client relationships and manage contracts, flagging proactive maintenance opportunities.
• Champion UMP architecture as ACS/USP Controller; translate tech issues into business impact.

Skills

Team leadership

Jira Service Management

Confluence

Networking protocols

CCNA

Linux (CLI)

API integrations

TR-069 knowledge

TR-369 knowledge

SNMP

English (C1)

Polish language

Tools

Jira Service Management

Confluence

Job description

AVSystem is seeking a Technical Operations Team Lead in Kraków to bridge technical excellence with client success. You will lead a 1st/2nd line support team for Telco and ISP clients, owning health and longevity of support contracts through clear communication and deep understanding of device management.

You will be the escalation point, optimize Jira workflows, contribute to product advocacy for the Unified Management Platform (UMP), and collaborate with Product Management and SRE on client