Network Operations Team Lead

Overview

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GLOBAL is a technology-driven global mobile communications provider dedicated to empowering enterprises worldwide to unlock the full growth potential of mobile connectivity. With a best-in-class telecom technology platform, a comprehensive suite of globally viable regulatory licenses, and privileged access to the telecom wholesale market, 1

GLOBAL is uniquely positioned to deliver seamless compliance and connectivity solutions. Serving the world’s leading banks, corporations, and digital-first businesses—including neo-banks, travel companies, and payment service providers—1

GLOBAL connects over 43 million devices globally.

With 2024 full-year revenue exceeding US $100 million and in line to exceed US $200 million in FY25, 1

GLOBAL is a profitable business generating significant cash flows to fund its ongoing investments in infrastructure, transformation, and growth. 2024 saw major client wins and marked 1

GLOBAL’s evolution from a multi-market telecommunication provider to a global technology-driven mobile connectivity powerhouse.

Established in 2022 by experienced tech founders and entrepreneurs Hakan Koç and Pyrros Koussios, 1

GLOBAL is a European technology leader driving digital transformation in the global telecommunications market. It operates as a fully regulated Mobile Virtual Network Operator (MVNO) in ten countries and as a regulated telecommunications operator in an additional 31 countries. Headquartered in the Netherlands, with world-class R&D hubs in Lisbon, Berlin, and São Paulo, 1

GLOBAL employs over 450 experts across 15 countries.

We are looking for a meticulous and curious team leader who thrives on tackling service challenges and is deeply committed to continuous improvement. You will play a key role in our technical infrastructure, actively building bridges between teams and resolving process and technical gaps. Ensuring operational stability, managing the team’s workload, and driving continuous improvement across our platforms will be your main priorities.

This role involves close collaboration with Engineering and Product teams to stay aligned with product roadmaps and technical developments, ensuring the team remains well-informed and prepared.

We’re seeking someone who is highly organised, technically fluent, and thrives in fast-paced environments. The role includes responsibility for backlog management, on-call scheduling, and incident escalation, while maintaining a strong focus on data-driven decision-making through tools such as Grafana, Power BI, Jira, and Confluence.

• Plan, direct, and oversee the Network Support Team, ensuring alignment between business goals and functional objectives. Manage relationships with all relevant teams to ensure that customer expectations and mandatory service levels are met.
• Manage the team’s shift schedules and on-call roster.
• Deep dive into our network and systems architecture, leading journey flows with the goal of improving troubleshooting quality for issues related to eSIM connectivity, data, and voice services.
• Continuous Service Improvement:
  Analyse existing service and support patterns, and proactively develop plans and actions to improve performance, reliability, and user experience through KPI analysis.
• Instil a mindset of relentless continuous improvement, encouraging innovation and automation across the organisation.
• Oversee all technical documentation produced by engineers for tasks and processes supported by the team.
• Liaise with the Product Team to prepare operational teams for new product releases.
• Facilitate customer onboarding into support processes and tools.

• Proven experience in managing high-performing teams that run 24x7 service availability.
• Proven experience in troubleshooting Voice, Data and SMS services.
• Deep knowledge of network protocols such as MAP, CAP, SIP and DIAMETER.
• Autonomy to create and maintain service performance observability in tools like Grafana and Superset analytics.
• Ability to effectively communicate complex technical issues in layman s terms.
• Strong analytical capabilities with a customer-focused mindset.
• Team player mentality to be part of a large, multi-cultural…