Telco & ISP Technical Ops Lead - Team & Client Success

AVSystem; Kraków; Sur place; PLN 223 000 - 290 000; Plein temps

Avantages offerts par ce poste

AI tool subscriptions

Multisport

Individual health insurance

Flat structure

Good Lood ice cream

Résumé du poste

AVSystem is seeking a Technical Operations Team Lead for Telco & ISP to guide a 1st/2nd line support team on the Unified Management Platform (UMP). You will own incident resolution within SLAs, mentor engineers, and maintain health of support contracts while engaging with clients.

You will act as the technical product advocate, translating complex issues into business impact and coordinating with Product Management and SRE. Fluency in Polish and strong English are required.

Qualifications

• Several years of technical support or operations experience in a Telco/ISP or network environment (L2/L3 or equivalent).
• Experience leading people, formal or informal (team lead, shift lead, mentor, escalation owner), or at least one year in a managerial role.
• Solid knowledge of networking protocols (TCP/IP, DHCP, DNS, HTTP/S) and background in the telecommunications industry. Familiarity with device management standards such as TR-069 is a significant plus.
• CCNA or an equivalent network certification.
• Working knowledge of Linux (command line) and a basic understanding of API integrations (REST/SOAP).
• Experience with Jira Service Management (or a similar ticketing system) and Confluence. Knowing a CRM tool is a plus.
• The ability to analyze support data and spot trends, root causes and areas for proactive action.
• We use AI tools as part of our day-to-day technical work, and expect you to combine them with strong technical judgment and ownership.
• Fluent Polish, our daily working language, and very good English (C1) for work with international corporate clients.

Responsabilités

• Lead a team of 1st and 2nd line support engineers and help them grow technically and as a team.
• Ensure incidents and requests in Jira Service Management are resolved within the agreed SLAs.
• Serve as the technical escalation point for the team on complex cases before escalation to Product or SRE.
• Improve support workflows, documentation and the internal knowledge base.
• Take responsibility for selected Professional Services delivered by the support team, such as device integrations, onboarding and technical enablement.
• Be the main point of contact for clients, building long-term relationships with their technical and business teams.
• Listen to accounts with active support contracts and promote proactive maintenance or additional services as needed.
• Learn the UMP architecture and how it talks to CPEs over TR-069, TR-369 and SNMP, translating complex issues into business impact.
• Collaborate with Product Management and SRE to bring client feedback and recurring bottlenecks to the product.

Connaissances

Leadership

Networking protocols

Linux basics

REST/SOAP API

Jira Service Management

Confluence

TR-069 familiarity

Polish language

English communication

Formation

CCNA certification

Outils

Jira Service Management

Confluence

CRM software

Description du poste

AVSystem is seeking a Technical Operations Team Lead for Telco & ISP to guide a 1st/2nd line support team on the Unified Management Platform (UMP). You will own incident resolution within SLAs, mentor engineers, and maintain health of support contracts while engaging with clients.

You will act as the technical product advocate, translating complex issues into business impact and coordinating with Product Management and SRE. Fluency in Polish and strong English are required.