SOC Operations Lead - 24/7 Tech Support & People Leader

Telavox; Malmö kommun; On-site; SEK 700,000 - 900,000; Full time

Job summary

Telavox is seeking a Service Operations Center Manager to lead a globally serving support team based in Malmö. You will drive on-call coverage, coordinate incident management, and ensure high-quality second-level technical support for operators and customers worldwide.

The role emphasizes technical troubleshooting, cross-functional collaboration, and proactive reporting to sustain SLAs and service quality in a fast-growing telecom/UCaaS environment.

Qualifications

• Minimum 3–5 years in technical support or customer service leadership.
• 24/7 on-call rotations experience and incident management familiarity.
• Strong problem-solving with a customer-focused mindset.
• Experience with SLAs and improving support workflows.
• Fluent in English.

Responsibilities

• Lead a team of support engineers delivering multi-channel support (tickets, phone, email, chat).
• Manage on-call schedules and oversee after-hours coverage, including incident management processes.
• Diagnose, troubleshoot and resolve escalated technical issues with a customer-focused approach.
• Collaborate with product, operations, and service providers to improve processes and feedback loops.
• Develop, maintain, and automate SLA and customer reporting.

Skills

Team leadership

24/7 coverage experience

Customer-focused mindset

Strong communication skills

English fluency

Tools

Jira

Confluence

HubSpot

Job description

Telavox is seeking a Service Operations Center Manager to lead a globally serving support team based in Malmö. You will drive on-call coverage, coordinate incident management, and ensure high-quality second-level technical support for operators and customers worldwide.

The role emphasizes technical troubleshooting, cross-functional collaboration, and proactive reporting to sustain SLAs and service quality in a fast-growing telecom/UCaaS environment.