Head of Operations and Support (f/m/d)

About us

Committed to building the next generation of 100% software-based mobile networks, combining DevOps with telecommunications expertise, ng-voice is creating innovative mobile infrastructure solutions and making them accessible for operators and enterprises that want to deploy future-proof networks.

As the Head of Operations and Support , you will be part of the technical leadership team of ng-voice, and responsible for further building out our management and support function. As part of ng-voice’s continued growth and success, we aim to strengthen our operations and support functions with this new role. 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 real-time.

You will be joining an enthusiastic and motivated, young and highly skilled team of engineers, who believe in software-centric solutions to the telco industry and in challenging the way networks are built and operated today.

Tasks

1. Grow, manage and lead the ng-voice operations and support team
   • Establish and manage an agile operations and support team in a “follow the sun”-logic.
   • Develop recruitment plans and hire team members as the company grows.
   • Translate SLAs into end-to-end 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.
2. Oversee the ng-voice 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 self-service for clients.
3. 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.
4. 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 problem-solving skills and ability to work in a fast-paced, high-pressure environment.
• Excellent communication and leadership skills, with experience working in cross-functional teams.

Nice To have (optional)

• 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 start-up or rapidly scaling organization.

Benefits

• Work-Life-Balance is a priority: Flexible working that suits you – we live and breathe a hybrid remote culture and don\’t 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 fast-growing start-up 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 full-time employees).
• Home office budget (for full-time employees).

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