NOC Manager

Join Twilio as our next NOC Manager for Twilio's Network Operations Team. The role involves leading and coordinating the day-to-day operations of a team of NOC Engineers, acting as an escalation point for complex issues, and overseeing real-time monitoring and alerting for Voice, SMS, and Identity service quality.

Requirements

• 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, 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.

Benefits

• Competitive pay
• Generous time-off
• Ample parental and wellness leave
• Healthcare
• Retirement savings program