Telco Incident Manager

✦ About our client

Our client is a fast-growing start-up that is transforming how travelers connect to the internet abroad. Since 2018, they’ve provided peace of mind to travelers in more than 200 destinations worldwide. With a young, international team of over 500 people working remotely across the globe, the company is dedicated to delivering seamless, stress-free digital experiences for global travelers.

✦ About the role

Our client is looking for a Telco Incident Manager to lead the management of telecommunications incidents, service monitoring, and technical projects within a dynamic, international B2B carrier environment.

In this role, you’ll coordinate and drive incident resolution across internal teams and external providers in both English and Spanish, ensuring the high availability and performance of telco services. You’ll also take a leadership role in managing provider interfaces, improving processes, and shaping tools and strategies within a collaborative and blameless culture.

✦ Responsibilities

• Lead and coordinate telco-related incidents from detection to resolution, including post-mortem analysis.
• Manage communication through ITSM tools and direct coordination with vendors and internal teams.
• Monitor service health and drive continuous improvements to maximize uptime and performance.
• Manage technical interfaces with telco providers and monitoring systems.
• Document incidents, processes, and improvements using tools like Google Workspace and Atlassian.
• Lead or support telco-focused technology projects.
• Provide technical mentoring and promote knowledge sharing across internal teams.
• Represent Carrier Operations in cross-team initiatives to ensure telco integration aligns with business goals.

What you need to succeed

Languages:

• Spanish (native) and fluent English, or vice versa. Additional languages are a plus.

Education:

• Bachelor’s or Master’s in Engineering, Telecommunications, or related fields.
• Relevant certifications (CISCO, AWS, Google, Cybersecurity) are a plus.

Experience:

• 3+ years in telco operations, service management, or incident response.
• Experience with mobile network technologies (3G–5G, eSIM, roaming, GRX, etc.).
• Familiarity with protocols like Diameter, Radius, DNS, and monitoring tools (Nagios, Dynatrace, Grafana, Zabbix, etc.).
• Strong command of ITSM platforms (Jira, ServiceNow, Opsgenie, etc.).

Mindset & Skills:

• Strong analytical thinking, autonomy, and proactive attitude.
• Excellent communication and process documentation skills.
• Ability to lead cross-functional initiatives and navigate multicultural teams.
• Passion for continuous learning and improving team performance.

✦ Working conditions

• Role located within time zones between UTC -1 (15W) and UTC +2 (30E).
• Flexible working hours between 08:00–19:00 local time.
• Occasional travel to events or partner locations may be required.
• On-call availability may apply depending on incident criticality (rotational and reasonable).
• Personal device required – no smartphone provided by the company.

• 20 days paid time off
• Education bonus
• Great company culture and international work environment
• Highly skilled teammates and many opportunities for growth and development
• 100% remote position