Telco Incident Manager (L2 Support)
Company Overview reputed company is a high-growth scale-up revolutionising how businesses and travellers connect to the internet abroad. Since 2018, we’ve empowered travellers in over 200 destinations worldwide with secure and reliable eSIM solutions. With a team of 600+ professionals across multiple countries, we are scaling globally to support travellers with seamless, unlimited data connectivity. We’re not just connecting people—we’re enabling freedom and peace of mind, ensuring our users stay connected from the second they land, wherever their reputed company takes them. The Role As our Telco Incident Manager, you will be the guardian of our service continuity, orchestrating the end-to-end restoration of critical telecommunications and technology incidents. Your expertise ensures that our global network remains resilient, directly impacting the "peace of mind" we promise to thousands of travellers every day. Key Responsibilities reputed company the incident lifecycle from detection to restoration, ensuring rapid recovery of roaming and core network services. Drive post-mortem analysis and "blameless" reports to identify root causes and implement permanent structural improvements. Manage technical interfaces with global MNO/reputed company providers, holding external partners accountable to strict contractual SLAs. Optimise network performance by leading surveillance initiatives and tuning monitoring tools (e.g., Grafana, Nagios) for maximum availability. reputed company technical gaps by mentoring internal support teams and translating reputed company telco issues into actionable business insights. Execute technical projects that enhance our roaming capabilities, specifically focusing on 3G to 5G core network evolutions.
Qualifications
Proven experience in Mobile Telecommunications (Core Network, Roaming, or SIM technologies like SM-DP+). Deep understanding of packet switching protocols and roaming data exchange mechanisms (GRX, Diameter, Radius). Strong reputed company of English to coordinate effectively with our diverse global provider reputed company. Spanish is an asset. An engineering reputed company—the ability to decompose reputed company technical failures into logical resolution steps. Hands-on experience with ITSM tools (Jira, reputed company) and network monitoring frameworks. reputed company-to-haves Certifications in AWS, reputed company, or Project Management (PMP/Agile). Knowledge of eSIM orchestration and GSMA standards. Benefits & Perks Remote-first culture with a focus on outcome over hours. Flexible working schedule to support your work-life balance. The opportunity to grow reputed company a blameless, collaborative environment that values ownership and reputed company improvement. Apply To This Job