NOC Team Lead

Who we are At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. See yourself at Twilio Join the team as Twilio’s next NOC Team Lead for Twilio’s Network Operations Team. About the job This position is needed to monitor the performance of our carrier partner network and troubleshoot carrier-related issues across Voice, SMS, and Identity services. The NOC works tirelessly to ensure that our carrier partner network delivers the high quality and performance that Twilio’s customers expect. Responsibilities

In this role, you’ll:

• Lead the day-to-day operations, ensuring 24/7 availability and on-call coverage.
• Act as an escalation point for complex issues, engaging directly with carriers, providers, and suppliers to resolve incidents.
• Oversee real-time monitoring and alerting for Voice, SMS, and Identity service quality, continuously improving detection, automation, and incident response.
• Manage customer-facing reports and documentation for high-severity incidents while ensuring accurate internal process documentation.
• Collaborate cross-functionally with Incident Command, Operations, Support, Product, Engineering, and Business Development teams to enhance service monitoring and incident management.
• Identify and drive automation initiatives to streamline NOC operations, working closely with software engineers to develop necessary tools.
• Foster a culture of transparency, collaboration, and respect across teams.

Qualifications Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

*Required:

• Proven track record in SMS/MMS/Voice (or other VAS) incident ownership at a Tier 1 carrier or service provider.

8+ years of relevant experience and 3+ years of experience managing teams in operations, analytics, or routing within Networking, Messaging, or Voice domains.

• Strong ability to stay calm under pressure, prioritize effectively, and assess situational urgency.
• Excellent communication skills, with the ability to convey technical issues to both technical and non-technical audiences, including C-level stakeholders.
• Experience in process development, operational reporting, and staff onboarding/training.
• Proficiency in troubleshooting and reporting tools such as Kibana, Datadog, Looker, Grafana, and ticketing systems like Zendesk, ServiceNow, and Jira.
• Strong analytical skills with experience using key operational metrics for evaluation and decision-making.
• Expertise in complex troubleshooting and resolving critical technical issues.
• Highly organized, process-driven, and capable of managing multiple projects simultaneously.
• Schedule: Monday to Friday, 10:00 to 19:00 Colombia Time

Desired:

Advanced understanding of SMS messaging from a carrier and aggregator (Core Network and VAS) perspective Advanced experience in SMS troubleshooting (e.g. pcap, traceroute, tcpdump) and understanding of basic AWS connectivity ITIL Foundation certification Fluency in additional spoken languages Location

• This role will be remote, and based in Colombia.

Travel We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings. What We Offer Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location. Twilio thinks big. Do you? We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts. So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions. Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.