Twilio · 2 days ago
NOC Team Lead
CO
Full-time
Hybrid
Senior Level
5+ years expTwilio is a company shaping the future of communications with innovative solutions for businesses and developers worldwide. They are seeking a NOC Team Lead to monitor and troubleshoot carrier-related issues across Voice, SMS, and Identity services, ensuring high quality and performance for customers.
Enterprise SoftwareMessagingMobile AppsSMSSoftware
Responsibilities
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
Qualification
Required
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
Preferred
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
Benefits
Competitive pay
Generous time off
Ample parental and wellness leave
Healthcare
A retirement savings program
Company
Twilio
Twilio is a cloud communication company that enables users to use standard web languages to build voice, VoIP, and SMS apps via a web API.
5001-10000 employees
H1B Sponsorship
Twilio has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (215)
2024 (168)
2023 (209)
2022 (369)
2021 (264)
2020 (157)
Funding
Current Stage
Public CompanyTotal Funding
$614.42MKey Investors
Founders Circle CapitalBessemer Venture PartnersUnion Square Ventures
2021-07-28Post Ipo Equity· $378.22M
2017-03-08Post Ipo Equity
2016-08-01Post Ipo Equity
Leadership Team
Khozema Shipchandler
Chief Executive Officer
Aidan Viggiano
Chief Financial Officer
Recent News
2026-01-16
2026-01-16
Crowdfund Insider
2026-01-16
Company data provided by crunchbase