Location: Remote

ABOUT THE COMPANY

Our client is a fast-growing telecommunications company specializing in international roaming services. With a global user base, they are committed to delivering high-quality connectivity and exceptional support. To strengthen their operations, they are seeking a skilled and driven professional to join their Support Operations team.

ROLE

This role is responsible for leading the detection, coordination, resolution, and continuous improvement of major incidents in telecommunications and technology services. The ideal candidate will operate effectively in both English and Spanish, managing technical interfaces, enhancing service performance, and contributing to the delivery of telecom-related technical projects.

RESPONSIBILITIES

Incident & Service Management

• Lead the identification, resolution, documentation, and improvement of service incidents, particularly within telecommunications operations.

• Ensure all incidents are managed in compliance with service level agreements (SLAs) and organizational standards.

• Maintain accurate records and documentation of work performed.

Cross-Functional Support

• Collaborate with internal teams such as Product Management, Data Analysis, and Resource Management to optimize the use of telecommunications technologies.

• Provide support to the Service Assurance team, ensuring cross-departmental alignment and integration.

• Foster strong, professional relationships with internal teams, leadership, and external partners.

Process Improvement & Knowledge Sharing

• Identify inefficiencies in tools and processes, propose enhancements, and lead implementation initiatives.

• Share technical and organizational knowledge through training sessions, mentoring, and documentation.

• Communicate updates, blockers, and insights to relevant stakeholders in a timely and structured manner.

Professional Development

• Proactively seek training opportunities and dedicate time to skill enhancement.
• Utilize company resources to expand technical knowledge beyond core responsibilities.
• Escalate unmet training or support needs to management when necessary.

REQUIREMENTS

Technical Expertise in Telecommunications:

• In-depth understanding of mobile core network technologies (3G to 5G), including packet-switched and voice protocols (Diameter, Radius, DNS, etc.), and components such as DPI, PCRF, PGW, GGSN, OCS, OFCS, HLR, and HSS.
• Knowledge of mobile roaming technologies and architecture, including GRX, VPLMN, VLR, and data exchange mechanisms.
• Familiarity with SIM technologies: eSIM, ICCID, IMSI, Multi-IMSI, SM-DP+, RDP, OTA.

Business and Operational Knowledge:

• Understanding of telecom business contracts and processes: MSAs, SLAs, penalties, KPIs.
• Awareness of industry regulations, data protection laws, and cybersecurity practices.

Tools & Systems:

• Proficiency with IT and collaboration platforms: Google Workspace, Microsoft 365, Jira, Confluence, GitLab.
• Experience with monitoring tools such as Nagios, Dynatrace, Grafana, Prometheus, SQL Sentry, and Zabbix.
• Familiarity with ITSM systems: Zendesk, ServiceNow, Opsgenie, Azure DevOps, GitLab Service Desk.
• Experience with business intelligence tools for data integration, analytics, and reporting.

Education & Certifications:

• Bachelor’s degree in Telecommunications, Information Technology, or a related field.
• Professional certifications in relevant areas such as Cisco, AWS, Microsoft, Google Cloud, and Cybersecurity (preferred).
• Certifications in Project Management and Business Management (preferred).
• Postgraduate degree such as an MBA is a strong asset.

Experience:

• Previous experience in telecommunications technology or business is highly valued.

Work hours:

• Some on-calls and rotation will be required.
• There might be some travel required based on your location and the project demand.