See yourself at Twilio Join the team as our next NOCManager for Twilio’s Network Operations Team. Who we are At Twilio,we’re shaping the future of communications, all from the comfort ofour homes. We deliver innovative solutions to hundreds of thousandsof businesses and empower millions of developers worldwide to craftpersonalized customer experiences. Our dedication to remote-firstwork, and strong culture of connection and global inclusion meansthat no matter your location, you’re part of a vibrant, diverseteam making a global impact each day. As we continue torevolutionize how the world interacts, we’re acquiring new skillsand experiences that make work feel truly rewarding. Your career at Twilio is in your hands. About the job Twilio is looking for aseasoned manager to join our NOC team. The NOC is responsible formonitoring the performance of our carrier partner network andtroubleshooting carrier-related issues across Voice, SMS, and Identity services. The NOC works tirelessly to ensure that ourcarrier partner network provides the high quality and highperformance that Twilio’s customers expect. Responsibilities Inthis role, you’ll: 1. Lead and coordinate the day-to-day operationsof a team of NOC Engineers, ensuring 24/7 availability and on-callcoverage. 2. Act as an escalation point for complex issues,engaging directly with carriers, providers, and suppliers toresolve incidents. 3. Oversee real-time monitoring and alerting for Voice, SMS, and Identity service quality, continuously improvingdetection, automation, and incident response. 4. Managecustomer-facing reports and documentation for high-severityincidents while ensuring accurate internal process documentation.5. Collaborate cross-functionally with Incident Command,Operations, Support, Product, Engineering, and Business Developmentteams to enhance service monitoring and incident management. 6. Identify and drive automation initiatives to streamline NOCoperations, working closely with software engineers to developnecessary tools. 7. Hire, mentor, and retain a high-performing,customer-focused team while driving continuous training andperformance reviews. 8. Foster a culture of transparency,collaboration, and respect across teams. Qualifications Not allapplicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and weencourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate,we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn't followed a traditionalpath, don't let that stop you from considering Twilio. We arealways looking for people who will bring something new to thetable! Required: 1. Proven track record in SMS/MMS/Voice (or otherVAS) incident ownership at a Tier 1 carrier or service provider. 2.8+ years of relevant experience and 3+ years of experience managingteams in operations, analytics, or routing within Networking,Messaging, or Voice domains. 3. Strong ability to stay calm underpressure, prioritize effectively, and assess situational urgency.4. Excellent communication skills, with the ability to conveytechnical issues to both technical and non-technical audiences,including C-level stakeholders. 5. Experience in processdevelopment, operational reporting, and staff onboarding/training.6. Proficiency in troubleshooting and reporting tools such as Kibana, Datadog, Looker, and ticketing systems like Zendesk,ServiceNow, and Jira. 7. Strong analytical skills with experienceusing key operational metrics for evaluation and decision-making.8. Expertise in complex troubleshooting and resolving criticaltechnical issues. 9. Highly organized, process-driven, and capableof managing multiple projects simultaneously. 10. Schedule: Mondayto Friday, 10:00 to 19:00 Colombia Time Desired: 1. Advancedunderstanding of SMS messaging from a carrier and aggregator (CoreNetwork and VAS) perspective 2. Advanced experience in SMStroubleshooting (e.g. pcap, traceroute, tcpdump) and understandingof basic AWS connectivity 3. ITIL Foundation certification 4. Fluency in additional spoken languages Location This role will beremote, and based in Colombia. Travel We prioritize connection andopportunities to build relationships with our customers and eachother. For this role, you may be required to travel occasionally toparticipate in project or team in-person meetings. What We OfferThere are many benefits to working at Twilio, including, inaddition to competitive pay, things like generous time-off, ampleparental and wellness leave, healthcare, a retirement savingsprogram, and much more. Offerings vary by location. Twilio thinksbig. Do you? We like to solve problems, take initiative, pitch inwhen needed, and are always up for trying new things. That's why weseek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positivechange in their communities by supporting their volunteering anddonation efforts. So, if you're ready to unleash your fullpotential, do your best work, and be the best version of yourself,apply now! If this role isn't what you're looking for, pleaseconsider other open positions. Twilio is proud to be an equalopportunity employer. We do not discriminate based upon race,religion, color, national origin, sex (including pregnancy,childbirth, reproductive health decisions, or related medicalconditions), sexual orientation, gender identity, genderexpression, age, status as a protected veteran, status as anindividual with a disability, genetic information, political viewsor activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories,consistent with applicable federal, state and local law. Qualifiedapplicants with arrest or conviction records will be considered foremployment in accordance with the Los Angeles County Fair ChanceOrdinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program incertain locations, as required by law. Twilio is committed toproviding reasonable accommodations for qualified individuals withdisabilities and disabled veterans in our job applicationprocedures. If you need assistance or an accommodation due to adisability, please contact us at **************@twilio.com. #J-18808-Ljbffr