NOC Lead

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

As the NOC Lead at Airalo, you will be responsible for building and leading our Telecom NOC team from the ground up. You will manage both the 1st and 2nd level NOC engineers and oversee all incidents, performance monitoring, and escalation management. This position is crucial to ensuring that our services are always operational and that any potential issues are quickly identified, mitigated, and communicated effectively across the organization. Your role will be pivotal in shaping the future of Airalo's network operations and ensuring seamless, uninterrupted service for our customers. 

Responsibilities:

• Build a high-performing team of Telecom NOC engineers, responsible for 24/7 monitoring and managing the performance of Airalo’s network and services, including both 1st and 2nd level NOC support.
• Line management for 1st and 2nd level NOC agents, including building development plans, performance reviews, coaching, mentoring.
• Take ownership of all incidents from detection to resolution, ensuring quick identification and remediation of issues. Coordinate with internal teams and external partners to resolve incidents promptly and effectively.
• Implement tools and processes to gain better visibility into partner network performance, our API performance, and other critical systems. Ensure potential issues are recognized immediately.
• Orchestrate clear communication channels between the NOC team, customer care, engineering, and management teams. Ensure that relevant parties are notified promptly of issues, resolutions, and next steps.
• Perform immediate corrective and mitigation actions when issues arise. Manage 2nd level corrective measures independently to avoid overloading the engineering team with interruptions.
• Collaborate closely with customer care to notify them of confirmed issues and updates. Help release the engineering team from day-to-day troubleshooting by handling 2nd level issues autonomously.
• Manage and perform legal interception requests from authorities as needed, ensuring proper adherence to local regulations.
• Oversee and manage NOC-related stock to ensure that all necessary equipment and tools are available to the team when needed.

Requirements:

• Proven experience as a NOC Lead, NOC Manager, or similar leadership role in a fast-paced tech environment.
• Experience building and managing a NOC team in a 24/7 setup.
• Strong understanding of telecom network monitoring, incident management, and escalation procedures.
• Ability to implement tools and processes for improved visibility and performance tracking of network and API performance.
• Excellent communication and interpersonal skills, with a strong ability to coordinate across different teams and escalate issues effectively.
• Strong problem-solving skills and a proactive approach to managing incidents.
• Ability to work independently and take ownership of complex issues.
• Experience in legal interception and stock management is a plus.
• Familiarity with API performance, cloud infrastructure, and telecom industry trends is advantageous.

Good to have:

• Prior experience in telecommunications or network infrastructure.
• Familiarity with eSIM and GSMA technologies.

If you are interested in this position, please apply via the link.

Please note that our Engineering & Product team works in the CET timezone, so candidates will need to reside in countries with the same time zone or similar to it and will need to already have permit to work in the country where they are based.

We sincerely thank all applicants in advance for submitting their interest in this opportunity. Airalo is an equal opportunity employer and values diversity, equity & inclusion. We do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to providing reasonable accommodations upon request for individuals with disabilities throughout our job interview process.