Network Operations Team Lead

Position Overview

We are looking for a meticulous and curious team leader who thrives on tackling service challenges and is deeply committed to continuous improvement. You will play a key role in our technical infrastructure, actively building bridges between teams and resolving process and technical gaps. Ensuring operational stability, managing the team's workload, and driving continuous improvement across our platforms will be your main priorities. This role involves close collaboration with Engineering and Product teams to stay aligned with product roadmaps and technical developments, ensuring the team remains well-informed and prepared. We're seeking someone who is highly organized, technically fluent, and thrives in fast-paced environments. The role includes responsibility for backlog management, on-call scheduling, and incident escalation, while maintaining a strong focus on data-driven decision-making through tools such as Grafana, Power BI, Jira, and Confluence.

Key Responsibilities

• Plan, direct, and oversee the Network Support Team, ensuring alignment between business goals and functional objectives. Manage relationships with all relevant teams to ensure that customer expectations and mandatory service levels are met.
• Manage the team's shift schedules and on-call roster.
• Deep dive into our network and systems architecture, leading journey flows with the goal of improving troubleshooting quality for issues related to eSIM connectivity, data, and voice services.
• Continuous Service Improvement: Analyze existing service and support patterns, and proactively develop plans and actions to improve performance, reliability, and user experience through KPI analysis.
• Instil a mindset of relentless continuous improvement, encouraging innovation and automation across the organization.
• Oversee all technical documentation produced by engineers for tasks and processes supported by the team.
• Liaise with the Product Team to prepare operational teams for new product releases.
• Facilitate customer onboarding into support processes and tools.