NOC Manager - Remote

Overview

Twilio is looking for a seasoned manager to join our NOC team, responsible for monitoring the performance of our carrier partner network and troubleshooting carrier-related issues across Voice, SMS, and Identity services.

In Short

• Lead and coordinate the day-to-day operations of a team of NOC Engineers.
• Act as an escalation point for complex issues.
• Oversee real-time monitoring and alerting for service quality.
• Manage customer-facing reports and documentation.
• Collaborate cross-functionally with various teams.
• Identify and drive automation initiatives.
• Hire, mentor, and retain a high-performing team.
• Foster a culture of transparency and collaboration.

Requirements

• Proven track record in SMS/MMS/Voice incident ownership.
• 8+ years of relevant experience and 3+ years managing teams.
• Strong ability to stay calm under pressure.
• Excellent communication skills.
• Experience in process development and operational reporting.
• Proficiency in troubleshooting and reporting tools.
• Strong analytical skills.
• Expertise in complex troubleshooting.
• Highly organized and process-driven.

Benefits

• Competitive pay.
• Generous time-off.
• Ample parental and wellness leave.
• Healthcare benefits.
• Retirement savings program.