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Twilio // platform for building messaging applications
London, United Kingdom    Posted: Friday, August 27, 2021
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Network Operations Lead EMEA

Because you belong at Twilio

The Who, What, Where & Why

Twilio is building out our Super Network Operations Center, or SNOC. This team is part of Twilios Super Network business unit, the multi-functional team responsible for the software, hardware, commercial relationships, & operations necessary to run our global network of carrier partners. The SNOC team is responsible for monitoring the performance of our carrier partner network & troubleshooting carrier-related issues across both Voice & SMS. The SNOC works diligently to ensure that our carrier partner network provides the high quality & high performance that Twilios customers expect.


You have at least 4 years of relevant experience as a lead in a Network Operations Center and/or Customer Service Center for a Network Operator or Telecommunication Provider. You have owned & managed voice or messaging incidents, operational reporting, technical projects, & staff onboarding. You know how to work effectively with internal teams & carrier partners to address & resolve operational issues.

  • Track record in Voice & SMS/MMS incident ownership at a Tier 1 carrier or aggregator
  • Advanced knowledge & trouble-shooting skills in the following technologies:
    • Voice (VoIP, SIP/RTP, G.711/G.729, & related telephony protocols/standards)
    • SMS (SMPP, SS7, Routing)
    • IP Networking
  • Demonstrated ability to remain calm & effective during higher workloads as well as excelling at prioritization & evaluation of situational urgency
  • High competency in communicating technical issues to technical & non-technical audiences
  • Experience in process development, operational reporting, staff onboarding & training
  • Hands-on knowledge with the following tools:
    • Data Analysis (Kibana, Looker)
    • System Monitoring (DataDog)
    • Ticketing Systems (ZenDesk, ServiceNow, Jira)

Further, you should be someone who is:

  • A clear verbal & written communicator
  • Analytical, data & metric minded
  • Empathetic & customer centric to the core
  • Detailed, organized, & process focused to the extreme
  • Committed to continuous improvement

Although not prerequisites for the role, the following are nice-to-haves:

  • ITIL Foundation Certification
  • Fluency in additional spoken languages


  • BE AN OWNER: Own incidents & incident communication with carrier partners & internal stakeholders. Manage, record, & track incidents & create internal and/or customer-facing reports
  • WEAR THE CUSTOMER'S SHOES: Understand the impact of incidents for our customers. Conduct regular operational meetings with your counterparts at our carrier partners to resolve ongoing issues quickly & to proactively prevent future problems
  • DRAW THE OWL: Make process improvements & create documentation to ensure peak performance of the operation
  • DON'T SETTLE: Identify requirements for tools & processes vital to automate & streamline operational processes
  • EMPOWER OTHERS: Coach, train, guide, assist newer team members


Twilios mission is to fuel the future of communications, & the mission of the global SNOC team is to ensure that our carrier partner network is delivering on our promise of seamless Voice & SMS communications around the world. As a member of this team, you will be critical to the success of our mission as Twilio expands its SMS & Voice product offerings. Our customers need to be able to trust that Twilios Super Network is up & running 24x7.

Twilio is truly unique; we are a company committed to your growth, your learning, your development & your entire employee experience. We only win when our employees succeed, & we're dedicated to helping you develop your strengths. We invest in weeks dedicated to tackling hard problems & creating your own ideas. We have a cultural foundation built on diversity, inclusion & innovation, & we want you & your ideas to thrive at Twilio. Come join us.


This position is available in any European Twilio location, including Berlin, Munich, Dublin, Tallinn, London, Madrid, Malm, Paris, & Prague. What you will also get to experience is a company that believes in small teams for maximum impact; that strives to balance work & home life; that understands that this is a marathon, not a sprint; that continuously & purposefully builds an inclusive environment where everyone is able to do & be the best version of themselves. We seek people who naturally demonstrate our values, who are challenged by problems, empower others to thrive, people who can draw the owl & not be beholden to one playbook.

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