Head of Operations and Support fmd
Head of Operations and Support fmd
Posted on :
12-04-2025
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1 Vacancy
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Job Description
About us
Committed to building the next generation of 100 softwarebased mobile networks combining DevOps with telecommunications expertise ngvoice is creating innovative mobile infrastructure solutions and making them accessible for operators and enterprises that want to deploy futureproof networks.
As theHead of Operations and Support you will be part of the technical leadership team of ngvoice and responsible for further building out our management and support function. As part of ngvoices continued growth and success we aim to strengthen our operations and support functions with this new role. As the Head of Operations and Support you will play a key role in building and hardening our support processes including defining SLAs implementing best practices and ensuring that our IMS installations are reliable scalable and deliver superior performance. You will also oversee technical support activities working closely with the engineering team and clients to resolve issues in realtime.
You will be joining an enthusiastic and motivated young and highly skilled team of engineers who believe in softwarecentric solutions to the telco industry and in challenging the way networks are built and operated today.
As theHead of Operations and Support you will be part of the technical leadership team of ngvoice and responsible for further building out our management and support function. As part of ngvoices continued growth and success we aim to strengthen our operations and support functions with this new role. As the Head of Operations and Support you will play a key role in building and hardening our support processes including defining SLAs implementing best practices and ensuring that our IMS installations are reliable scalable and deliver superior performance. You will also oversee technical support activities working closely with the engineering team and clients to resolve issues in realtime.
You will be joining an enthusiastic and motivated young and highly skilled team of engineers who believe in softwarecentric solutions to the telco industry and in challenging the way networks are built and operated today.
Tasks
- Grow manage and lead the ngvoice operations and support team
- Establish and manage an agile operations and support team in a follow the sunlogic.
- Develop recruitment plans and hire team members as the company grows.
- Translate SLAs into endtoend operational procedures to ensure SLA compliance (e.g. queue management ticketing alarming systems).
- Track and report on key performance indicators (KPIs) such as uptime support resolution times and customer satisfaction.
- Further grow our customer satisfaction system (e.g. NPS system).
- Introduce automation and monitoring tools to improve operational efficiency and minimize manual tasks.
- Oversee the ngvoice network operations management
- Oversee the operation of IMS platforms ensuring high availability performance and security.
- Manage network monitoring systems proactively identifying issues before they impact service.
- Ensure optimal configuration troubleshooting and performance tuning of IMS infrastructure.
- Collaborate with the engineering team to support upgrades patches and expansions of the IMS systems.
- Develop a knowledge base and support portal to enable selfservice for clients.
- Coordinate and administer our incident and problem management
- Lead the incident response process ensuring timely detection analysis and resolution of service issues.
- Develop and manage incident management processes such as root cause analysis processes or ticket assignment procedures.
- Build a robust escalation process for major incidents involving key stakeholders and ensuring communication with clients.
Requirements
Our ideal new colleague:
- Proven experience in setting up and managing Network Operations Centers (NOC) or support teams.
- Expertise in incident management network monitoring and troubleshooting telecom systems.
- Ability to design and implement support processes from the ground up.
- Strong problemsolving skills and ability to work in a fastpaced highpressure environment.
- Excellent communication and leadership skills with experience working in crossfunctional teams.
- Previous experience in telecom operations and support roles.
- Understanding of IMS (IP Multimedia Subsystem) architecture VoIP and core telecom technologies.
- Understanding of the cloud native and Kubernetes architecture.
- Experience in a startup or rapidly scaling organization.
Benefits
- WorkLifeBalance is a priority: Flexible working that suits you we live and breathe a hybrid remote culture and dont mind where and when you work.
- We are committed to building a diverse team that represents a variety of backgrounds perspectives and skills in a traditionally not very diverse industry.
- We offer you the culture of a fastgrowing startup with the maturity of an enterprise company.
- We are more interested in your experience and knowledge than formal degrees.
- Entrepreneurial culture and flat hierarchies.
- Mobility benefit fitness benefit language class benefit and wellness benefit (for fulltime employees)
- Home office budget (for fulltime employees)
About us
ngvoice is an equal opportunity employer. We believe demographic characteristics and diverse experiences that have nurtured unique viewpoints benefit our growth and performance and value each person and their different background as a whole.
Hope we caught yourattention;we look forward to getting to know you!
DISCLAIMER
Even if you do not meet 100 of the requirements however you think this role will be a good match for you please send in your application. We would love to be in touch!
Please be aware that we are currently not collaborating with agencies and any profile received will not be taken into consideration.Required Experience:
Director
Employment Type
Full-Time
Key Skills
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