Senior Technical Lead - Managed Services

Mobileum; Dallas (TX); On-site; USD 120,000 - 195,000; Full time

Job summary

Mobileum is seeking a Senior Technical Lead for Managed Services in Dallas, TX. The role centers on managing CSRs, technical operations, and production issue resolution while upholding SLAs. Strong Linux/UNIX, databases, and telecom protocol expertise are essential for ensuring service reliability and customer satisfaction.

You will lead technical teams, coordinate with vendors, and guide incident response with a customer-centric approach, including 24/7 emergency handling and outages management.

Qualifications

• A degree in Engineering, Information Technology (IT), or a related field.
• 10+ years of experience in CSR/Managed Services.
• Strong customer-facing technical leadership with SLA-driven delivery.
• Proficient in Linux/UNIX environments and telecom systems.

Responsibilities

• Manage CSRs, technical operations, and production issue resolution within defined SLAs.
• Troubleshoot complex issues and support production deployments.
• Collaborate with internal teams and third-party vendors to ensure service reliability.
• Provide technical guidance and senior leadership during critical situations.
• Act as a primary technical interface to customers and participate in review meetings.

Skills

Linux/UNIX

Databases

Telecom protocols

Customer-focused

CSR handling

GSM

UMTS

LTE

LTE/5G Core

VNF/CNF

Wireshark

Patches & deployments

SQL queries

English proficiency

Education

Engineering, Information Technology (IT) or related field

Tools

Oracle

PostgreSQL

Couchbase

Job description

We are hiring for Senior Technical Lead - Managed Services at Dallas, TX.

About Us:

Mobileum is a leading provider of Telecom analytics solutions for roaming, core network, security, risk management, domestic and international connectivity testing, and customer intelligence. More than 1,000 customers rely on its Active Intelligence platform, which provides advanced analytics solutions, allowing customers to connect deep network and operational intelligence with real-time actions that increase revenue, improve customer experience, and reduce costs.

Headquartered in Silicon Valley, Mobileum has global offices in Australia, Dubai, Germany, Greece, India, Portugal, Singapore and UK with global HC of 1800+.

Join Mobileum Team

At Mobileum we recognize that our team is the main reason for our success. What does work with us mean? Opportunities!

Position : Senior Technical Lead - Managed Services

Job Description: Your Mission

We are looking for a Senior Technical Lead to manage customer service requests (CSRs), technical operations, and production issue resolution within defined SLAs, while maintaining high levels of customer satisfaction and service reliability. The ideal candidate will have strong technical expertise in Linux/UNIX, databases, and telecom protocols. The role involves troubleshooting complex issues, supporting production deployments, collaborating with internal teams and third-party vendors, and contributing to seamless service delivery for telecom operators. Strong problem-solving skills, technical ownership, and a customer-focused approach are essential.

To join our team, YOU must HAVE:

• A degree in Engineering, Information Technology (IT), or a related field with 10+ Years equivalent experience.
• Excellent customer-oriented mindset with a passion for solving complex technical problems and driving service outcomes.
• CSR handling to be done in accordance with the agreed SLA's - Response time and Resolution time being the primary KPIs.
• Emergency CSR and production issue handling on a 24/7 service level.
• Experience in handling Tier 1 customers and working in managed service delivery environments.
• Good understanding of mobile communication technologies including GSM, UMTS, LTE, and roaming call flows.
• Knowledge of LTE/5G Core Network architecture.
• Understanding of Virtualized Network Functions (VNF) and Cloud Native Network Functions (CNF).
• Hands-on experience with Wireshark trace analysis and troubleshooting.
• Installing patches, Emergency corrections, and supporting production deployments with minimal customer impact.
• Maintain all the connectivity and account details from a service delivery perspective to provide efficient support and operations continuity.
• Develop workarounds to limit customer downtime while a permanent solution can be developed.
• Replicate/diagnose CSRs and production issues such that engineering can quickly provide a corrective solution.
• Regular follow-up with engineering team, operations team, and third-party vendors on escalated CSRs and production issues.
• Act as a senior technical interface to the customer and participate in review meetings with the customer on a timely basis.
• Provide technical guidance to team members, review complex troubleshooting approaches, and help drive timely closure of critical issues.
• Several years of practical experience in telecom operations, customer-facing technical roles, or managed services delivery.
• Analyze operational data, incident trends, service performance, and recurring issues to improve reliability and reduce customer impact.
• Provide customer related intelligence back to engineering, marketing and sales on product functionality, performance, reliability and account status.
• Strong expertise in Linux operating systems
• Basic experience with Oracle, PostgreSQL, and Couchbase databases, including writing and executing SQL queries.
• Strong IP knowledge includes VPN, Firewall, routing, and remote access.
• Proficient in English, both written and spoken

YOU must BE:

• Maintains a proactive, customer-centric approach.
• Focused, organized, and driven to achieve solutions efficiently.
• Closes CSRs and production issues on time with a strong commitment to quality.
• Takes ownership, anticipates needs, and drives technical resolution with dedication.
• Works collaboratively toward shared objectives across engineering, operations, and customer teams.
• Experienced in managing escalations and providing senior technical leadership during critical situations.
• Understands complex technical systems and quickly learns new technologies.
• 10+ Years experience in CSR/Managed Services.

Educational Qualification:

• A degree in Engineering, Information Technology (IT).