Head of Operations and Support

December 15, 2024

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ng-voice

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ng-voice is focused on revolutionizing voice production in 4G/5G networks for both consumer and IoT use cases. They offer a fully cloud-native IMS (IP Multimedia Subsystem) solution that is infrastructure-agnostic, cost-efficient, and highly automated. Their flagship product, the Hyperscale IMS Solution, provides up to 80% total cost of ownership savings due to its low resource footprint and high level of automation. The company's solutions are designed to work on any infrastructure layer, from bare metal to private or public clouds, and are integrated with various orchestration layers, making them a perfect partner for telecom operators wishing to future-proof their networks and move to the next generation of voice services.

IMS core • IMS solution • telecommunications • VoLTE • VoWIFI

51 - 200 employees

📡 Telecommunications

📋 Description

• As the Head of Operations and Support, you will be part of the technical leadership team of ng-voice, responsible for further building out our management and support function. • Play a key role in building and hardening our support processes, including defining SLAs, implementing best practices. • Oversee technical support activities, working closely with the engineering team and clients to resolve issues in real-time. • Grow, manage and lead the ng-voice operations and support team. • Establish and manage an agile operations and support team in a follow the sun logic. • Ensure optimal configuration, troubleshooting, and performance tuning of IMS infrastructure. • Develop a knowledge base and support portal to enable self-service for clients. • Lead the incident response process, ensuring timely detection, analysis, and resolution of service issues.

🎯 Requirements

• Proven experience in setting up and managing Network Operations Centers (NOC) or support teams. • Expertise in incident management, network monitoring, and troubleshooting telecom systems. • Ability to design and implement support processes from the ground up. • Strong problem-solving skills and ability to work in a fast-paced, high-pressure environment. • Excellent communication and leadership skills, with experience working in cross-functional teams. • Previous experience in telecom operations and support roles (optional). • Understanding of IMS (IP Multimedia Subsystem) architecture, VoIP, and core telecom technologies (optional). • Understanding of the cloud native and Kubernetes architecture (optional). • Experience in a start-up or rapidly scaling organization (optional).

🏖️ Benefits

• Work-Life-Balance is a priority: Flexible working that suits you - we live and breathe a hybrid remote culture and don't mind where and when you work. • Mobility benefit, fitness benefit, language class benefit and wellness benefit (for full-time employees) • Home office budget (for full-time employees)