Technical Service Operations Lead

OXIO

OXIO

IT, Operations
United States
Posted on Tuesday, June 11, 2024
OXIO is the world’s first telecom-as-a-service (TaaS) platform. We are democratizing telecom and making it easily accessible for brands and enterprises to fully own and operate proprietary mobile networks designed to support their own customers needs. Our TaaS solution combines multiple existing networks into one single platform that can be seamlessly managed in the cloud as a modern SaaS offering. And it gets better - with full network access comes unparalleled business intelligence and insights to help enterprises better understand customer and machine (M2M) behavior. With a continuous focus on innovation, any company can build a powerful telecom presence with OXIO, and in addition help them glean unique customer insights like never before.
We are looking for a Technical Service Operations Lead who will be responsible for leading and growing our technical service operations and spearhead our new Service Operation Center. This role will oversee an international team of technical investigators, problem solvers, incident responders, and product stakeholders charged with keeping our Telecom-as-a-Service platform running globally.
As part of OXIO’s Service Operation Center, you and your team will oversee the day-to-day operations of OXIO’s Telecom Network (“NOC”), the developer APIs used by clients, and the platforms behind our products. You’ll set the strategy and support requirements to deliver a fully autonomous, self-healing Telecom Network backed by the Artificial Intelligence integral to our product.
As a manager, you will mentor and grow a service-minded team to assist in the SOC’s operational needs related to investigation, incident response, tools & automation, vendor coordination, and change control.
In this role, you will be expected to partner with various functions of the organization, including Support Teams, Software Engineers, Product Managers, and Site Reliability Engineers (SREs) to craft superior service delivery and experiences. In addition, you will be responsible for tracking and maintaining the overall health of the platform and delivering a high bar for service quality across the company and product offerings.

Key Responsibilities:

  • Manage the daily operations of a global technical service organization and ensure superior quality of service across all product offerings
  • Lead and collaborate cross-functionally with both technical and non-technical peers across the company
  • Drive improvement projects to increase technical service operation objectives related, but not limited to, incident response, tooling, investigation process, and service continuity
  • Develop a strategy to scale the technical service organization cost effectively through automation and the development or setup of tools and features that improve the ability to operate our products
  • Set and manage the annual budget for the technical service organization and manage any associated tools and suppliers
  • Effectively manage and grow a service-minded team

Required Qualifications:

  • BA/BS degree or equivalent practical experience
  • 10+ years of total experience with 5+ years in managing regional or global teams
  • Effective problem solver who can distill complex technical problems, iterate solutions, and communicate needs effectively
  • Ability to thrive in a fast paced and highly ambiguous environment in which competing priorities must be balanced
  • Effective self-starter capable of identifying an opportunity and capitalizing on it by driving a project or incident through to completion
  • Excellent communicator capable of distilling complex ideas into easily understood concepts and values
  • Experience in technical service operations, incident response, and/or general technical service delivery
  • Previous experience with wireless or other telecommunication products or other high value subscription services highly desirable
  • Preferred: Multilingual with English and Spanish

What We Offer:

  • Competitive salary and stock option incentive program
  • Company paid healthcare
  • Flexible work arrangements
  • Company sponsored team-lunches and company retreats
  • International organization that enables you to work across boundaries, travel to different locations, and enjoy the dynamics of a rapidly growing startup
  • A diverse and inclusive team
  • We welcome applicants from all backgrounds to apply regardless of race, ethnicity, age, disability status or other defining characteristics