NOC Team Lead

About the job:

• This position is needed to monitor the performance of our carrier partner network and troubleshoot carrier-related issues across Voice, SMS, and Identity services.
• The NOC works tirelessly to ensure that our carrier partner network delivers the high quality and performance that Twilio’s customers expect.

Responsibilities:

• Lead the day-to-day operations, ensuring 24/7 availability and on-call coverage.
• Act as an escalation point for complex issues, engaging directly with carriers, providers, and suppliers to resolve incidents.
• Oversee real-time monitoring and alerting for Voice, SMS, and Identity service quality, continuously improving detection, automation, and incident response.

Qualifications:

• Proven track record in SMS/MMS/Voice (or other VAS) incident ownership at a Tier 1 carrier or service provider.
• 5+ years of relevant experience in a Network Operations Center (NOC) within networking, messaging, or voice domains.
• Demonstrated leadership experience, including mentoring junior engineers, and collaborating across teams.