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Network Operations Manager

Airalo

Airalo

Operations
Europe
Posted on Wednesday, May 8, 2024
About Airalo
Alo! Airalo is the world’s first eSIM store that helps people connect in over 200+ countries and regions across the globe. We are building the next digital service that revolutionizes the telecom industry. We are a travel-tech company and an equal-opportunity environment that values and executes diversity, inclusion, and equity. Our team is spread across 50+ countries and six continents. What glues us together is our commitment to changing the way you connect.
About you
We hope that you care deeply about the quality of your work, the intrinsic worth of tasks, and the success of your team. You are self-disciplined and do not require micromanagement in terms of your skillset and work ethic. You do your best to flourish as an individual every day while working hard to foster a collaborative team environment. You believe in the importance of being — and staying — authentic, honest, positive, and kind. You are a good interlocutor with clear and concise communication. You are able to manage multiple projects, have an analytical mind, pay keen attention to detail, and love to get your hands dirty. You are cognizant, tolerant, and welcoming of vulnerabilities and cultural differences.
About the Role
Position: Full-time / Employee
Location: Remote-first
Benefits: Health Insurance, work-from-anywhere stipend, annual wellness & learning credits, annual all-expenses-paid company retreat in a gorgeous destination & other benefits
The Network Operations Manager is pivotal in ensuring the smooth technical operations of our Telco Network Integration Platform. This position serves as the main Point Of Contact for technical matters, leading communication efforts with both external providers and internal stakeholders. With a focus on incident management and continuous improvement, the successful candidate will play a key role in optimizing our network operations and minimizing risks. If you enjoy working in a fast-paced environment, possess strong interpersonal skills, and have a passion for technology and telecommunications, we encourage you to explore further.

Responsibilities include but are not limited to:

  • Acts as a main Point Of Contact for the technical operations of the Telco Network Integration Platform
  • Lead the communication with external providers and internal stakeholders
  • Cooperates with Engineering Director, Networks, to navigate through external and internal escalations
  • Executes on and evolve the Network team’s incident management communications processes and framework
  • Ensures proper and timely communications and escalations for high-priority incidents
  • Tracking open incidents and identifying any change requests that require increased focus to meet committed service levels
  • Develops, maintains, communicates, and escalates key focus points and next steps with appointed vendor and telecom partner contacts
  • Manages projects for improvements in the operations, from initiation through delivery, including the generating of schedules, monitoring progress, managing change control, managing risks and issues
  • Triages, investigates and documents the issues. Drive Root Cause Analyses
  • Implements and manages a continuous improvement plan for the Network’s team with the final goal of optimizing the execution of monitoring and operations and minimizing risks
  • Coordinate and handle day to day operations related to eSIM management, such as eSIM manufacturing process, eSIM stock management, SQL-based data investigation
  • Monitors provider’s availability graphs for anomalies and escalates them
  • Ensures each provider reacts according to our SLA with them

Must-haves:

  • At least 3 years of experience in service coordination or in incident management
  • Knowledge of ITIL or other IT service delivery framework
  • Must possess strong interpersonal skills regarding interface with employees and external partners
  • A heightened ability to multitask and problem-solve within a fast-paced environment
  • Excellent English proficiency
  • Experience in using ticketing systems, knowledge base tools, root cause analysis techniques
  • Experience working with internet and technology companies

Good to Have:

  • Experience working with Telcos, knowledge of MNO, MVNO, MVNE operation models
  • Verbal/written fluency in additional local/regional languages
If you are interested in this position, please apply via the link.
We sincerely thank all applicants in advance for submitting their interest in this opportunity with Airalo.