Network Operations Team Lead

Role Overview

About the Role

• Plan, direct, and oversee the Network Support Team, ensuring alignment between business goals and functional objectives. Manage relationships with all relevant teams to ensure that customer expectations and mandatory service levels are met.
• Manage the team’s shift schedules and on-call roster.
• Deep dive into our network and systems architecture, leading journey flows with the goal of improving troubleshooting quality for issues related to eSIM connectivity, data, and voice services.
• Continuous Service Improvement: Analyse existing service and support patterns, and proactively develop plans and actions to improve performance, reliability, and user experience through KPI analysis.
• Instil a mindset of relentless continuous improvement, encouraging innovation and automation across the organisation.
• Oversee all technical documentation produced by engineers for tasks and processes supported by the team.
• Liaise with the Product Team to prepare operational teams for new product releases.
• Facilitate customer onboarding into support processes and tools.

Requirements

About You

• Proven experience in managing high-performing teams that run 24x7 service availability.
• Proven experience in troubleshooting Voice, Data and SMS services.
• Deep knowledge of network protocols such as MAP, CAP, SIP and DIAMETER.
• Autonomy to create and maintain service performance observability in tools like Grafana and Superset analytics.
• Ability to effectively communicate complex technical issues in layman's terms.
• Strong analytical capabilities with a customer-focused mindset.
• Team player mentality to be part of a large, multi-cultural environment.
• Detail-conscious, highly organised and methodical with a strong work ethic.
• Critical thinking and a continuous improvement mindset.
• Comfortable in a fast-paced, intense, and demanding environment.
• Data-driven mentality, measures to support the decision-making process.

Tech Stack

• Grafana

Benefits

Why 1GLOBAL?

• Growth Opportunities: Advance your career in one of the fastest growing telecommunications companies, expanding over 100% year-on-year under the leadership of successful tech entrepreneurs.
• Major Transaction Exposure: Be in the driver’s seat for transactions that will have an impact on the future telco industry.
• Work with a Talented Team: From the Board and the Founders to the Senior Management Team, you will collaborate daily with the most capable and renowned external advisors, and constantly being exposed to talented and driven individuals.
• Dynamic Work Environment: Thrive in a collaborative, fast-paced workplace where innovation is encouraged, and every contribution counts.
• Professional Development: Work alongside industry experts to enhance your skills and knowledge in a cutting-edge field.
• International Experience: Gain opportunities to work in different 1GLOBAL offices around the world as you grow within the company.
• Open Communication Culture: Join a team where your ideas are heard, and open dialogue is encouraged, fostering a supportive and transparent work environment.
• Get Things Done Attitude: Be part of a results-driven team that values efficiency, creativity, and the drive to make a tangible impact in the industry.

**1GLOBAL is an equal opportunity employer, we value your character as much as your talent. Diversity drives our innovation, and we offer a collaborative, dynamic, and international work environment. We are excited for you to join our mission to revolutionise connectivity globally.