Twilio is seeking a NOC Team Lead to lead the day-to-day operations of our Network Operations Center (NOC). You will be responsible for ensuring 24/7 availability and on-call coverage, monitoring the performance of Twilio's carrier partner network, and troubleshooting carrier-related issues across Voice, SMS, and Identity services.

What You'll Do

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.
Manage customer-facing reports and documentation for high-severity incidents while ensuring accurate internal process documentation.
Collaborate cross-functionally with Incident Command, Operations, Support, Product, Engineering, and Business Development teams to enhance service monitoring and incident management.
Identify and drive automation initiatives to streamline NOC operations, working closely with software engineers to develop necessary tools.
Foster a culture of transparency, collaboration, and respect across teams.

What We're Looking For

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.
Strong ability to stay calm under pressure, prioritize effectively, and assess situational urgency.
Excellent communication skills, with the ability to convey technical issues to both technical and non-technical audiences, including C-level stakeholders.
Experience in process development, operational reporting, and staff onboarding/training.
Proficiency in troubleshooting and reporting tools such as Kibana, Datadog, Looker, Grafana, and ticketing systems like Zendesk, ServiceNow, and Jira.
Strong analytical skills with experience using key operational metrics for evaluation and decision-making.
Expertise in complex troubleshooting and resolving critical technical issues.
Highly organized, process-driven, and capable of managing multiple projects simultaneously.

Nice to Have

Advanced understanding of SMS messaging from a carrier and aggregator (Core Network and VAS) perspective.
Advanced experience in SMS troubleshooting (e.g. pcap, traceroute, tcpdump) and understanding of basic AWS connectivity.
ITIL Foundation certification.
Fluency in additional spoken languages.

Technical Stack

Kibana
Datadog
Looker
Grafana
Zendesk
ServiceNow
Jira

Team & Environment

Twilio has a strong culture of connection and global inclusion, values diverse experiences, and empowers employees to build positive change in their communities.