Incident Manager - Telecommunications

1GLOBAL; Lisboa; On-site; EUR 70,000 - 100,000; Full time

Benefits offered by this job

Growth opportunities

Major transaction exposure

Dynamic work environment

Professional development

International experience

Open communication culture

Get things done attitude

Job summary

1GLOBAL is seeking a proactive Incident Manager to own end-to-end incident handling across global services. You will investigate incidents, drive rapid restoration, and coordinate cross-functional teams during high-impact events.

In this role, you will manage the full lifecycle from detection to RCA and action closure, while ensuring clear communications and continuous improvements. A 24/7 on-call rotation is expected.

Qualifications

• Experience managing incidents in 24/7 technology/telecom environments.
• Hands-on investigation using monitoring platforms, dashboards, alerts, KPIs, incident data.
• Ability to own, coordinate, and communicate during high-pressure incidents.

Responsibilities

• Own the full incident lifecycle from detection to restoration and closure.
• Lead major incident responses with cross-functional teams.
• Investigate incidents using dashboards, monitoring tools, and KPIs to determine impact and actions.
• Maintain incident logs, decisions, timelines, and communications.
• Produce RCA reports and drive corrective actions.
• Track preventive actions and incident trend improvements.

Skills

Incident management

24/7 on-call

Monitoring dashboards

KPIs & alerts

RCA reporting

Stakeholder coordination

Communication skills

Operational risk

Tools

Jira

Confluence

Grafana

Elastic

Power BI

Opsgenie

Job description

About Us

1GLOBAL is a technology-driven global mobile communications provider helping enterprises and consumer brands deliver seamless connectivity worldwide. Powered by a best-in-class telecom platform, proprietary eSIM technology, and its own mobile core network across 15 countries, 1GLOBAL operates as a fully regulated telecommunications provider in 43 countries.

Founded in 2022, 1GLOBAL has rapidly become one of Europe's fastest-growing telecom technology companies, connecting more than 80 million people and devices globally. Our customers include leading banks, multinational enterprises, global retailers, travel companies, payment service providers, and digital-first businesses.

Headquartered in the Netherlands, with R&D hubs in Lisbon, Berlin, and São Paulo, 1GLOBAL employs over 550 professionals across 16 countries. With annual revenues exceeding US$200 million and a strong track record of profitability, we continue to invest in innovation, infrastructure, and international expansion as we redefine the future of global mobile connectivity.

About the Team

The Incident Management team is responsible for maintaining service stability across 1GLOBAL's products and platforms. Working closely with Operations, Engineering, Product, NOC, and customer-facing teams, the team leads the response to operational incidents, drives service restoration, and continuously improves operational readiness and resilience.

About the Role

• We are looking for a proactive and hands-on Incident Manager to lead the end-to-end management of incidents and major incidents across our global services. This is not a coordination-only role. You will actively investigate issues, assess customer and business impact, lead cross-functional response efforts, and drive incidents through to resolution, RCA, and corrective action completion.
• Own the full incident lifecycle from detection through restoration, RCA, and action closure
• Lead major incident response, coordinating technical and business stakeholders during high-impact events
• Investigate incidents using dashboards, monitoring tools, KPIs, alerts, and operational data
• Assess customer, service, operational, and business impact, updating severity and priorities as new information emerges
• Maintain operational control of incidents, including actions, risks, decisions, timelines, and communications
• Drive fact-finding, challenge assumptions, and proactively seek missing information
• Produce internal and customer-facing RCA reports with clear findings and improvement actions
• Track corrective and preventive actions through to completion
• Analyse incident trends, KPIs, and service-health metrics to identify improvement opportunities
• Enhance incident processes, playbooks, monitoring capabilities, and operational readiness
• Participate in a 24/7 on-call rota and provide incident leadership when required

Requirements

About You

Must Have

• Experience managing incidents and major incidents within a 24/7 technology, telecommunications, infrastructure, or other critical service environment
• Hands-on experience investigating operational issues using monitoring platforms, dashboards, alerts, KPIs, and incident data
• Strong understanding of customer journeys, system dependencies, and impact assessment
• Demonstrated ownership, resilience, and ability to operate effectively under pressure and ambiguity
• Confident communicator with the ability to coordinate stakeholders and escalating appropriately
• Experience producing high-quality RCA reports and driving corrective actions
• Availability to participate in a 24/7 on-call rota with strict response expectations

Nice to Have

• Experience in telecommunications, mobile services, or service assurance environments
• Background in NOC, SRE, technical operations, production support, or similar operational teams
• Knowledge of ITIL Incident, Problem, and Change Management practices
• Experience with tools such as Jira, Confluence, Grafana, Elastic, Power BI, or Opsgenie
• Understanding of telecom technologies including voice, data, SMS, roaming, or mobile core platforms
• Experience producing executive incident reports, service reviews, and operational metrics
• Exposure to automation or scripting using Python, Go, or similar languages

Benefits

Why 1GLOBAL?

• Growth Opportunities: Advance your career in one of the fastest growing telecommunications companies, expanding over 50% year-on-year under the leadership of successful tech entrepreneurs
• Major Transaction Exposure: Be in the driver's seat for transactions that will have an impact on the future telco industry
• Work with a Talented Team: From the Board and the Founders to the Senior Management Team, you will collaborate daily with the most capable and renowned external advisors and constantly being exposed to talented and driven individuals
• Dynamic Work Environment: Thrive in a collaborative, fast-paced workplace where innovation is encouraged, and every contribution counts
• Professional Development: Work alongside industry experts to enhance your skills and knowledge in a cutting-edge field
• International Experience: Gain opportunities to work in different 1GLOBAL offices around the world as you grow within the company
• Open Communication Culture: Join a team where your ideas are heard, and open dialogue is encouraged, fostering a supportive and transparent work environment
• Get Things Done Attitude: Be part of a results-driven team that values efficiency, creativity, and the drive to make a tangible impact in the industry

1GLOBAL is an equal opportunity employer, we value your character as much as your talent. Diversity drives our innovation, and we offer a collaborative, dynamic, and international work environment. We are excited for you to join our mission to revolutionise connectivity globally.

Legal Notice

This job advert and its content are the property of 1GLOBAL and are protected by copyright and other intellectual property rights. Copying, reproducing, republishing or distributing this advert, in whole or in part, without 1GLOBAL's prior written consent is prohibited. 1GLOBAL reserves all rights and may take appropriate action against any unauthorised use.