Service and Operation Lead

We are seeking an experienced Service and Operation Lead to contribute to the operations of a large-scale telecommunications network comprising Fiber Optic Infrastructure, DWDM Transport Systems, and IP/MPLS Networks.

The successful candidate will act as technical interface to the customer (network operator) for coordination and transformation activities.
The role requires strong operational expertise, leadership capabilities, and the ability to drive continuous improvement initiatives

 

• Provide technical guidance and support to NOC engineers, field teams, and operational staff. 
• Act as the primary customer escalation point for complex network issues and major incidents. 
• Lead technical reviews, root cause investigations, and corrective action planning. 
• Ensure compliance with all relevant standards, safety regulations, and customer requirements through proper documentation, quality control.
• In relation with customer and NOC, play an active role in following key processes: Incident management, problem management, capacity, performance and change management
• Participate in operational governance meetings, service reviews, and technical workshops. 
• Contribute to operational performance and defend SLA/KPI toward customers
• Manage customer expectations during service outages, maintenance activities, and major incidents. 
• Driving the automation and operational transformation agenda with the customer, including the roadmap towards higher levels of automation.
• Coordinate with equipment vendors and support organizations and manage technical escalations with vendors.
  
  
   

Must have 

• 8–15+ years of telecommunications network operations experience
• Technical knowledge on carrier-grade DWDM and IP/MPLS networks
• Proven customer-facing experience with telecom operators or service providers.
• Fluent in Spanish & English (spoken and written). 
• Home based in Spain / Madrid

Nice to have

• Experience leading technical teams within a NOC, operations, or managed services environment.
• Experience managing major incidents and operational escalations.
• Practical knowledge of 3rd-party telecom materials and subcontractor coordination.
• Willingness to travel (<20%)

Key Competencies

• Strong customer engagement and communication skills. 
• Excellent troubleshooting and analytical abilities. 
• Ability to lead technical discussions across multiple technology domains. 
• Strong stakeholder and vendor management skills. 
• Decision-making under pressure during service-impacting incidents. 
• Ability to mentor engineers and drive technical excellence. 
• Continuous improvement mindset.