Strategic Operations Leader for Mobile Network Infrastructure

hace 3 semanas

Ciudad de México, Ciudad de México ng-voice GmbH A tiempo completo
About us

Committed to revolutionizing the future of mobile networks, ng-voice is a pioneering company combining DevOps with telecommunications expertise. Our innovative solutions make high-quality mobile infrastructure accessible to operators and enterprises seeking cutting-edge technology.

We're looking for a seasoned Head of Operations and Support to join our technical leadership team and play a crucial role in strengthening our operations and support functions. You will be responsible for building and hardening our support processes, including defining SLAs, implementing best practices, and ensuring our IMS installations are reliable, scalable, and deliver superior performance. As part of our growth strategy, you'll oversee technical support activities, working closely with the engineering team and clients to resolve issues promptly.

You'll be joining a talented team of engineers who share your passion for software-centric solutions and challenging traditional network building and operation methods. Together, we're shaping the future of telecoms.

Key Responsibilities:
  • Lead and Develop the Operations and Support Team:
    • Establish an agile operations and support team that follows a 'follow the sun' approach.
    • Develop recruitment strategies and hire team members as the company grows.
    • Translate SLAs into operational procedures to ensure compliance (e.g., queue management, ticketing systems).
    • Monitor and report on key performance indicators (KPIs) such as uptime, support resolution times, and customer satisfaction.
    • Promote our customer satisfaction system (e.g., NPS). Grow it further.
    • Introduce automation and monitoring tools to enhance operational efficiency and minimize manual tasks.
  • Oversee Network Operations Management:
    • Ensure high availability, performance, and security of IMS platforms.
    • Manage network monitoring systems to proactively identify potential issues before they impact service.
    • Optimize configuration, troubleshooting, and performance tuning of IMS infrastructure.
    • Collaborate with the engineering team to support upgrades, patches, and expansions of IMS systems.
    • Develop a knowledge base and support portal for client self-service.
  • Coordinate Incident and Problem Management:
    • Lead incident response, ensuring timely detection, analysis, and resolution of service issues.
    • Develop and manage incident management processes, including root cause analysis and ticket assignment procedures.
  • Educate Stakeholders through Effective Escalation Processes:
Requirements:

Our Ideal Candidate:

  • Proven experience in setting up and managing NOCs or support teams.
  • Expertise in incident management, network monitoring, and troubleshooting telecom systems.
  • Ability to design and implement support processes from scratch.
  • Strong problem-solving skills and ability to thrive in fast-paced environments.
  • Excellent communication and leadership skills, with experience working in cross-functional teams.

Nice To Have:

  • Previous experience in telecom operations and support roles.
  • Understanding of IMS architecture, VoIP, and core telecom technologies.
  • Knowledge of cloud native and Kubernetes architecture.
  • Experience in start-ups or rapidly scaling organizations.
Benefits:
  • Achieve Work-Life Balance: Flexible work arrangements tailored to individual needs.
  • Emphasis on Diversity: A culture promoting inclusivity and representation.
  • Culture of Growth: Flat hierarchies and entrepreneurial spirit.
  • Commitment to Skills Over Formal Education: Focus on relevant experience and knowledge.
  • Mobility Benefit, Fitness Benefit, Language Class Benefit, and Wellness Benefit.
  • Home Office Budget.

Estimated Salary: €80,000 - €120,000 per annum depending on qualifications and experience.

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