NOC Team Lead

Twilio Inc.

Job Overview

Location

Remote - Colombia

Job Type

Full-time

Full Job Description

📋 Description

• As Twilio's next NOC Team Lead for the Network Operations Team, you will be instrumental in safeguarding the integrity and performance of our global communications infrastructure, ensuring that hundreds of thousands of businesses and millions of developers worldwide can rely on our Voice, SMS, and Identity services.
• You will lead the charge in overseeing the day-to-day operations of the Network Operations Center (NOC), guaranteeing 24/7 availability and robust on-call coverage. This leadership role is critical for maintaining the high standards of quality and performance that Twilio customers have come to expect from our carrier partner network.
• A key aspect of your role will be serving as the primary escalation point for complex and critical issues. You will engage directly with carriers, providers, and suppliers, leveraging your expertise to drive swift and effective resolutions to incidents that impact service delivery.
• You will be responsible for the continuous oversight of real-time monitoring and alerting systems, focusing on the quality of our Voice, SMS, and Identity services. Your efforts will be directed towards constantly improving our detection capabilities, automating responses, and refining our incident management processes to minimize downtime and impact.
• This position requires meticulous management of customer-facing reports and documentation for high-severity incidents. Simultaneously, you will ensure the accuracy and completeness of internal process documentation, fostering a clear and consistent operational framework.
• Collaboration is at the heart of this role. You will work closely with cross-functional teams, including Incident Command, Operations, Support, Product, Engineering, and Business Development. This collaborative approach is essential for enhancing our service monitoring strategies and strengthening our overall incident management capabilities.
• You will be a champion for automation, identifying opportunities and driving initiatives to streamline NOC operations. This will involve close collaboration with software engineers to develop and implement the necessary tools and scripts, making our operations more efficient and scalable.
• Fostering a culture of transparency, collaboration, and respect across all teams is paramount. You will lead by example, promoting an environment where open communication and mutual support are the norm, contributing to a positive and productive work environment.
• Your expertise will be vital in analyzing network performance data, identifying trends, and proactively addressing potential issues before they escalate. This includes deep dives into metrics and logs to understand root causes and implement preventative measures.
• You will contribute to the development and refinement of standard operating procedures (SOPs) for the NOC, ensuring that best practices are documented and followed consistently across the team.
• Mentoring and developing junior engineers within the NOC team will be an important part of your leadership responsibilities, helping them grow their skills and contribute effectively to the team's success.
• You will play a crucial role in onboarding and training new team members, ensuring they are equipped with the knowledge and skills needed to excel in their roles and understand Twilio's operational standards.
• Your ability to communicate effectively, both verbally and in writing, will be essential. You will need to articulate complex technical issues clearly to diverse audiences, ranging from technical peers to executive leadership, ensuring everyone is informed and aligned.
• You will actively participate in post-incident reviews (PIRs), contributing to the identification of lessons learned and the implementation of corrective actions to prevent recurrence of similar issues.
• By ensuring the reliability and performance of Twilio's communication services, you will directly contribute to the success of our customers and the continued growth and innovation of Twilio as a global leader in cloud communications.

🎯 Requirements

• Proven track record in SMS/MMS/Voice (or other VAS) incident ownership at a Tier 1 carrier or service provider.
• 5+ years of relevant experience in a Network Operations Center (NOC) within networking, messaging, or voice domains.
• Demonstrated leadership experience, including mentoring junior engineers and collaborating across teams.
• Strong ability to stay calm under pressure, prioritize effectively, and assess situational urgency.
• Excellent communication skills, with the ability to convey technical issues to both technical and non-technical audiences, including C-level stakeholders.
• Proficiency in troubleshooting and reporting tools such as Kibana, Datadog, Looker, Grafana, and ticketing systems like Zendesk, ServiceNow, and Jira.
• Advanced understanding of SMS messaging from a carrier and aggregator (Core Network and VAS) perspective.

🏖️ Benefits

• Competitive pay and comprehensive healthcare coverage.
• Generous time off policies, including ample parental and wellness leave.
• Retirement savings program.
• Opportunities for professional development and continuous learning.
• A remote-first work environment with a strong culture of connection and global inclusion.

Skills & Technologies

AWS

Grafana

Datadog

Senior

Remote

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Twilio Inc.

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About Twilio Inc.

Twilio Inc. provides cloud-based communications platforms that enable developers to integrate voice, messaging, video, email, and authentication into applications via APIs. Founded in 2008, the company offers programmable services for SMS, voice calls, WhatsApp, email, and IoT connectivity, serving enterprises, startups, and communication service providers globally. Twilio operates a pay-as-you-go model, allowing customers to scale usage without managing underlying telecom infrastructure. The company is headquartered in San Francisco, California, and trades on the New York Stock Exchange under the symbol TWLO.

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