Manager - NOC
See yourself at Twilio
Join the team as our next Manager, NOC for Twilio’s Network Operations Team.
About the job
Twilio is looking for a seasoned manager to join our NOC team. The NOC is responsible for monitoring the performance of our carrier partner network and troubleshooting carrier-related issues across Voice, SMS, and Identity services. The NOC works tirelessly to ensure that our carrier partner network provides the high quality and high performance that Twilio’s customers expect.
Responsibilities
In this role, you’ll:
Lead and coordinate the day-to-day operations of a team of NOC Engineers, ensuring 24/7 availability and on-call coverage.
Act as an escalation point for complex issues, engaging directly with carriers, providers, and suppliers to resolve incidents.
Oversee real-time monitoring and alerting for Voice, SMS, and Identity service quality, continuously improving detection, automation, and incident response.
Manage customer-facing reports and documentation for high-severity incidents while ensuring accurate internal process documentation.
Collaborate cross-functionally with Incident Command, Operations, Support, Product, Engineering, and Business Development teams to enhance service monitoring and incident management.
Identify and drive automation initiatives to streamline NOC operations, working closely with software engineers to develop necessary tools.
Hire, mentor, and retain a high-performing, customer-focused team while driving continuous training and performance reviews.
Foster a culture of transparency, collaboration, and respect across teams.
Qualifications
Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!
Required:
Proven track record in SMS/MMS/Voice (or other VAS) incident ownership at a Tier 1 carrier or service provider.
8+ years of relevant experience and 3+ years of experience managing teams in operations, analytics, or routing within Networking, Messaging, or Voice domains.
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.
Experience in process development, operational reporting, and staff onboarding/training.
Proficiency in troubleshooting and reporting tools such as Kibana, Datadog, Looker, and ticketing systems like Zendesk, ServiceNow, and Jira.
Strong analytical skills with experience using key operational metrics for evaluation and decision-making.
Expertise in complex troubleshooting and resolving critical technical issues.
Highly organized, process-driven, and capable of managing multiple projects simultaneously.
Schedule: Monday to Friday, 10:00 to 19:00 Colombia Time
Desired:
Advanced understanding of SMS messaging from a carrier and aggregator (Core Network and VAS) perspective
Advanced experience in SMS troubleshooting (e.g. pcap, traceroute, tcpdump) and understanding of basic AWS connectivity
ITIL Foundation certification
Fluency in additional spoken languages
Location
This role will be remote, and based in Colombia.
Travel
We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.
What We Offer
Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.
About the job
Apply for this position
Manager - NOC
See yourself at Twilio
Join the team as our next Manager, NOC for Twilio’s Network Operations Team.
About the job
Twilio is looking for a seasoned manager to join our NOC team. The NOC is responsible for monitoring the performance of our carrier partner network and troubleshooting carrier-related issues across Voice, SMS, and Identity services. The NOC works tirelessly to ensure that our carrier partner network provides the high quality and high performance that Twilio’s customers expect.
Responsibilities
In this role, you’ll:
Lead and coordinate the day-to-day operations of a team of NOC Engineers, ensuring 24/7 availability and on-call coverage.
Act as an escalation point for complex issues, engaging directly with carriers, providers, and suppliers to resolve incidents.
Oversee real-time monitoring and alerting for Voice, SMS, and Identity service quality, continuously improving detection, automation, and incident response.
Manage customer-facing reports and documentation for high-severity incidents while ensuring accurate internal process documentation.
Collaborate cross-functionally with Incident Command, Operations, Support, Product, Engineering, and Business Development teams to enhance service monitoring and incident management.
Identify and drive automation initiatives to streamline NOC operations, working closely with software engineers to develop necessary tools.
Hire, mentor, and retain a high-performing, customer-focused team while driving continuous training and performance reviews.
Foster a culture of transparency, collaboration, and respect across teams.
Qualifications
Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!
Required:
Proven track record in SMS/MMS/Voice (or other VAS) incident ownership at a Tier 1 carrier or service provider.
8+ years of relevant experience and 3+ years of experience managing teams in operations, analytics, or routing within Networking, Messaging, or Voice domains.
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.
Experience in process development, operational reporting, and staff onboarding/training.
Proficiency in troubleshooting and reporting tools such as Kibana, Datadog, Looker, and ticketing systems like Zendesk, ServiceNow, and Jira.
Strong analytical skills with experience using key operational metrics for evaluation and decision-making.
Expertise in complex troubleshooting and resolving critical technical issues.
Highly organized, process-driven, and capable of managing multiple projects simultaneously.
Schedule: Monday to Friday, 10:00 to 19:00 Colombia Time
Desired:
Advanced understanding of SMS messaging from a carrier and aggregator (Core Network and VAS) perspective
Advanced experience in SMS troubleshooting (e.g. pcap, traceroute, tcpdump) and understanding of basic AWS connectivity
ITIL Foundation certification
Fluency in additional spoken languages
Location
This role will be remote, and based in Colombia.
Travel
We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.
What We Offer
Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.