Head of Operations and Support

3 days ago

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ng-voice

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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)