Holafly · 1 month ago
Telco Incident Manager - East
United States
Full-time
Hybrid
Senior LevelHolafly is a fast-growing start-up that is changing how travelers connect to the internet abroad. The Telco Incident Manager will orchestrate telecommunications-related incidents and lead technical projects, ensuring maximum performance and availability of services while mentoring teams and managing communication with stakeholders.
Tourism
Responsibilities
Will mentor customer support teams to identify and raise properly, incidents that may be related with the telecommunications services provided
Will preliminarily diagnose incidents in order to identify the most probable cause of error and escalate accordingly to providers, partners and colleagues
Will coordinate the right communication channels in line with the severity of the incident and the agreed policies. From IM channels to ITSM tools
Will actively help the parties to reach a proper diagnosis of the incident, providing clear communication between parties making sure everybody has the same understanding of the incident and the steps forward
Will chase restoration and resolution watching over the contractual SLA and compliance of the parties
Will be responsible for the delivery of full Incident Reports when agreed upon, both directly creating them or making sure providers comply with the agreed standards of post mortem analysis
Will trigger and follow up improvement actions consequence of incidents, being configuration changes, processes or resources
Will manage the technical interface with Telecommunication related providers
Will manage the technical interface of the monitoring tools
Will be responsible for dutiful execution of health checks
Manage Projects with strong content of technical telecommunications objectives
Manage or support Technology projects with content of technical telecommunications objectives
Mentor and Train other areas and departments to spread the key telecommunication knowledge required for the success of the business
Strongly interact with the Technology departments so the Carrier department is well provided by the available technologies
Strongly interact with the Technology departments so the Carrier department initiatives are well integrated in the company business to provide the most value
Use email and chat tools to interact with customers, colleagues and third parties
Attend Video & Audio calls and meetings with providers, colleagues and customers in order to perform the assigned responsibilities
Use Mobile installed applications for security purposes to access the different platforms
Comply with all company processes as required using the selected tools
Build Google tools based Documentation for the team and for customers
Build Atlassian tools based Documentation for the team and for customers
Report detailed time allocation logs
Automate processes in the ITSM and IT Tools to improve the performance of the Team and the company
Design, develop and implement (or collaborate in general) tools for the team and for the customer that simplify or improve the services provided by the department
Qualification
Required
High personal affinity to technologies
Engineering Mindset: Analyse, split, resolve, repeat
Resilience
Affinity to knowledge sharing
Detail gathering and rapid recalling
The Company's official language is English. The position language requirement is English, but the company has a strong Spanish spoken background, so Spanish is strongly valued
General use of Google workspace Tools
General use of communication tools
Excellent communication skills. Specifically bilingual detail oriented to technical profiles
Excellent process documentation skills
Quick learning to have a firm grasp of the current technologies
Adaptability, as the demands of the work may vary at high pace
Proactive, as one of the core values of the company is Braveness it is expected to step outside constantly of the comfort and responsibilities zone
Talent to establish good relationships (meaning excellent interpersonal, negotiation and diplomatic skills and the patience and perseverance to work with demanding partners, internal or external)
Talent to organize information comprehensively
Some degree of knowledge of Mobile Telecommunications Technologies: Focused on Core Network technologies, from 3G to 5G
Some degree of knowledge of Mobile Telecommunications Business: MSAs, SLAs, Penalties, major KPIs
Some degree of knowledge of IT Tools: Google Workspace, O365, Jira & Confluence, Gitlab, BI Data warehouse & Data Integration, BI Data Analytics and Data Processing, BI Reporting & Business Intelligence
Some degree of knowledge of Monitoring: Nagios, Dynatrace, Grafana, Prometheus, SQLSentry, Zabbix
Some degree of knowledge of ITSM: Zendesk, Jira, ServiceNow, Opsgenie, Azure Devops, Gitlab Service Desk
Technology specialized University/College/Master degree (4rd to 5th year)
Technology specialized University/College degree (3 year)
Postgraduate Technology education
Science based University/College degree (3 year)
Science based University/College/Master degree (4rd to 5th year)
Some Industry standards expert certifications like CISCO, AWS, Microsoft, Google, Cybersecurity, etc
Some Industry standards basic certifications like CISCO, AWS, Microsoft, Google, Cybersecurity, etc
Some technological education beyond high school level (avg. 18+ y.o.)
Industry Standard expert certifications for Project management
Industry Standard expert certifications for Business Management
Postgraduate MBA
Extensive experience in Telecommunications Technology services like Customer Services, Engineering, Development, Service Management, Operations, Delivery, Integration, Interconnection, etc
Experience in the Telecommunications industry contracts processes and agreements, as interconnections, integrations, etc
Professional Experience that proves communication and relationship management skills
Professional Experience that proves project and process documentation
Preferred
Other non-native languages are valued
Company
Holafly
Holafly helps you stay connected on your journey around the world through international SIM and eSIM cards.
Founded in 2018
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$0.2M2019-07-01Seed· $0.11M
2018-07-13Pre Seed· $0.09M
Leadership Team
Y
Yingyan Hu
Co-founder
Pedro Maiquez
VP of Growth
Recent News
Canada NewsWire
2026-01-16
Company data provided by crunchbase