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

Remote: 
Full Remote
Contract: 
Full time
Experience: 
Mid-level (2-5 years)
Work from: 
Germany

Offer summary

Qualifications:

Proven experience managing Network Operations Centers or support teams, Expertise in incident management and telecom systems troubleshooting, Ability to design and implement support processes, Strong problem-solving skills in fast-paced environments, Excellent communication and leadership skills.

Key responsabilities:

  • Grow and lead the operations and support team
  • Establish agile operations in a 'follow the sun' model
  • Track performance metrics like uptime and customer satisfaction
  • Oversee IMS platforms ensuring high availability and security
  • Coordinate incident response and manage escalation processes
ng-voice GmbH logo
ng-voice GmbH Telecommunication Services SME https://www.ng-voice.com/
51 - 200 Employees
About ng-voice GmbH
Shaping the future of mobile networks - Our fully containerized & cloud-native IMS (IP Multimedia Subsystem) enables voice services on LTE and 5G networks. ng-voice is a Germany-based telco software supplier with a global footprint that has DevOps and collaboration in its DNA. 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 communication service providers and enterprises of any size that want to deploy future-proof networks. For more information, please visit: https://www.ng-voice.com/
See more ng-voice GmbH offers

Job description

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. As the Head of Operations and Support 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) 
Apply for this job
About us

ng-voice is an equal opportunity employer. We believe demographic characteristics and diverse experiences that have nurtured unique viewpoints benefit our growth and performance and value each person and their different background as a whole.  

Hope we caught your attention; we look forward to getting to know you! 

DISCLAIMER 

Even if you do not meet 100% of the requirements, however, you think this role will be a good match for you, please send in your application. We would love to be in touch! 

Please be aware that we are currently not collaborating with agencies and any profile received will not be taken into consideration. 

Required profile

Experience

Level of experience: Mid-level (2-5 years)
Industry :
Telecommunication Services
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

KubernetesTelephonyNetwork MonitoringSystem MonitoringNetwork ManagementCustomer Success ManagementIncident ManagementTelecom InfrastructurePerformance ManagementIntegrated Architecture FrameworkAgile MethodologyCloud-Native ArchitectureTest Automation

Other Skills

  • Problem Solving
  • Communication
  • Leadership
  • Troubleshooting (Problem Solving)
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