​​See yourself at Twilio.

Join the team as our next NOC Shift Lead, Europe (EMEA) for Twilio’s Network Operations Team.

Who we are and why we are hiring

Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.

Although we are headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We are on a journey to becoming a global company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business.

About the job

This position is required to be part of the Europe (EMEA) Network Operations Centre (NOC). The EMEA NOC is part of the Global NOC Team that employs a follow the sun model and operates across three regions; Asia-Pacific (APAC), Europe (EMEA) and America (AMER).  The position may involve working in any of the three shifts, however is predominantly EMEA based. The goal of the Twilio NOC is to monitor and manage incidents end-to-end caused by our Carrier Partners for Voice, Messaging, Digital Identity and Number Lookup Services. 

The Twilio NOC is part of the Supply Operations department within the Global Operations division. Supply Operations teams work together to assure the highest level of service availability for Twilio customers through resilient system configuration, efficient, expedient Incident Management and developing and managing effective operational relationships with our carrier partners and engineering teams.

Responsibilities

In this role, you will:

• Lead the EMEA NOC shift.
• Lead the technical resolution of Carrier Incidents working across multiple support teams as required.
• Participate in on-call Pager Duty during the shift.
• Own and manage Incidents and Mainteance tickets.
• Ensure all NOC service and ticketing channels are actively progressed in real-time.
• Ensure each shift operates a daily shift plan.
• Lead the shift handover meetings.
• Balance the workload across all engineers during the shift.
• Maintain up to date operational contact information for Twilio Carrier Partners.
• Develop and enhance NOC processes and documentation.

Qualifications

Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or has not followed a traditional path, do not let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

Required:

• A minimum of 5 years experience in Operations.
• Proven experience of leading a Network Operations Centre shift.
• Proven experience of Major Incident Management.
• Articulate in responding to account managers during Incidents.
• Proven track record in Voice and SMS/MMS incident ownership at a Tier 1 carrier or service provider.
• Advanced knowledge and trouble-shooting skills in the following technologies:
• Voice (VoIP, SIP/RTP, G.711/G.729, and related telephony. protocols/standards).
• SMS (SMPP, SS7, Routing).
• IP Networking.
• Demonstrable ability to remain calm and effective during higher workloads and Major Incidents.
• High proficiency in communicating technical issues to technical and non-technical audiences.
• Experience in process development, operational reporting, staff onboarding and training.
• Excellent time management and prioritisation skills.
• Analytical, data and metric minded.
• Empathetic and customer centric to the core.
• Detailed, organized, and process focused.
• Committed to continuous improvement.
• Direct knowledge with the following tools:
• Data Analysis (Kibana, Looker)
• System Monitoring and Alerting (Datadog, PagerDuty)
• Ticketing Systems (Firehydrant, Zendesk, ServiceNow, Jira)
• Willing to work in EMEA shift (12:30pm - 9:30pm) IST

Desired:

• Excellent written and verbal communication skills.
• Ability to influence and build effective working relationships with all levels of the organization.
• Proficiency in multiple languages applicable to the region.
• ITIL Foundation Certification.

Location

Remote- India

Travel 

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, there may be very occasional travel to help you connect in-person in a meaningful way.

What we offer

There are many benefits to working at Twilio, including things like 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 is 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 are ready to unleash your full potential, do your best work, and be the best version of yourself, apply now!

If this role is not what you are looking for, please consider other open positions.

Twilio is proud to be an equal opportunity employer. Twilio is proud to be an Equal Employment Opportunity and Affirmative Action 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. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.

Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at accommodation@twilio.com.

Twilio is proud to be an equal opportunity employer. Twilio is proud to be an Equal Employment Opportunity and Affirmative Action 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. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.

Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at accommodation@twilio.com.