About Holafly

Holafly is a fast-growing start-up that is changing how travelers connect to the internet abroad. Since 2018, we’ve been providing peace of mind to travelers around more than 200 worldwide destinations. We are a young and international team of over 500 people based all around the world working to provide stress- free experiences for all travelers.

What we are looking for

A Manager for a team of engineers. A Telecommunications Networks knowledge reference for the team. A skillful people manager to maintain the performance and motivation of the team.

A hands on, flexible and adaptable technical person. 

Short Summary

The Position will lead the Team.

The Position will drive the Telecommunications Network, the deliverables, the quality, the providers, the Incident Management, the monitoring and all technology related activities with the Telecommunications Networks.

The Position will lead the Telecommunications Networks related projects of the department.

The Position will discover, design, simplify and document the processes of the operation.

Organization

As of the current Organization, the position:

Will report to Carrier Operations Director

Will be a job peer of the  other 3 areas of the department.

Will be part of a B2B Carrier department that manages all interactions with Mobile Telecommunications Service Providers.

Environment

Will join a team of 10+ individuals from different cultural backgrounds located in 3+ locations worldwide.

Will face multiple telecommunications queries and Business situations, where he/she will have room and liberty to learn and take action in line with his/her seniority.

Will have the liberty to engage in long-term objectives, choosing, at will, the technologies to use and lead the improvement in the organization.

Will join a blameless environment with a strong sense of responsibility, ownership and delivery of results.

Will join a flexible team very respectful with the personal-professional life balance.

Duties

According to the provided expertise and seniority of the employee the duties are but are not limited to:

• Assure the smooth operation of all Network related responsibilities
• Lead the technical growth of the team in all required technologies, specially in Telecommunications Networks.
• Lead the personal and professional development of the team, specially in leadership and team management skills.
• Will be the last technical escalation point and the first managerial escalation point of contact for the Network providers contracts
• Will coordinate Incident Management teams for continuous improvement and acceleration of processes to minimize incident impacts
• Will coordinate the Service Management relationship with Network providers.
• Will Coordinate the activities of Testing and monitoring
• 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.
   

Personal profile

The Job position, and the work in the Carrier Operations department requires, roughly in order from most required to desirable:

• High personal affinity to technologies.
• Engineering Mindset: Analyse, split, resolve, repeat.
• Resilience
• Affinity to knowledge sharing
• Detail gathering and rapid recalling.

General Skills

The Job position, and the work in the Carrier Operations department requires, roughly in order from most required to desirable:

• 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.
• Other non-native languages are valued
• General use of Google workspace Tools
• General use of communication tools

Soft Skills

The Job position, and the work in the Carrier Operations department requires, roughly in order from most required to desirable:

• Excellent communication skills. Specifically detail oriented to technical profiles
• Excellent  process documentation skills.
• Quick learning to have a firm grasp of the current technologies. You will get a very short and intensive onboarding as this is a newly created position in a fast growing company; hence a fast-learner profile is highly appreciated.
• 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.

Technical Skills

Managerial Skills

The Job position, and the people management in the Carrier Operations department requires some degree of knowledge of some of the below practices:

• Remote/Asynchronous Team Leadership:
  • Expertise in leading a distributed team across distinct time zones.
  • Ability to drive project velocity and cohesion using asynchronous communication tools and practices.
  • Skilled in establishing remote operating rhythms and managing expectations without daily face-to-face interaction.
• Deep Technical Coaching & Mentorship:
  • Capability to provide expert, one-on-one technical guidance and development plans.
• First-Time People Manager Development:
  • Proven experience in mentoring a technical peer through the transition into a managerial role. Ability to coach on foundational people management skills: conflict resolution, delegation, performance conversations, and team motivation.
• Situational Leadership Application:
  • Mastery of Situational Leadership models (e.g., adapting style based on team member competence and commitment).
• High Emotional Intelligence & Empathy:
  • High EQ required to build genuine, personal rapport and trust across cultural and geographical boundaries.
• Performance & Accountability Management:
  • Skill in defining, tracking, and communicating clear performance goals and accountability metrics (KPIs).
• Director-Level Communication:
  • Exceptional upward communication skills, acting as a stable filter and translator between the complex technical details of the team and the Director's strategic perspective.

Technologies

The Job position, and the work in the Carrier Operations department requires some degree of knowledge of some of the below technologies:

• Mobile Telecommunications Technologies:
  • Focused on Core Network technologies, from 3G to 5G. 
    • Packet switching Telco Protocols Knowledge, Voice Telco Protocols Knowledge, DPI, PCRF, PGW, GGSN, OCS, OFCS, HLR, HSS, Generic MNO Interconnections, TMF Processes, etc.
    • User and Control plane Protocols: Diameter, Radius, DNS, etc.
  • Focused on Mobile Roaming Technologies: Roaming scenarios, Data Exchange mechanisms.
    • GRX, VPLMN, VLR
  • Focused on SIM technologies
    • eSIM, ICCID, eID, IMSI, Multi-IMSI, SM-DP+, RDP, OTA,etc. 
• Mobile Telecommunications Business:
  • MSAs, SLAs, Penalties, major KPIs
  • Regulation, Data Protection and Cybersecurity
• Service Management: ITIL
• Project Management methodologies: Waterfall, PRINCE, Scrum, Agile, etc.
• Business Process Management
• IT Tools: Google Workspace, O365, Jira & Confluence, Gitlab, BI Data warehouse & Data Integration, BI Data Analytics and Data Processing, BI Reporting & Business Intelligence

Education and Training

Roughly in order of priority:

• Postgraduate MBA
• 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 technological education beyond high school level (avg. 18+ y.o.)
• Industry Standard expert certifications for Project management.
• Industry Standard expert certifications for Business Management.

Previous Professional Experience

Any of the following experiences will be valuable for the position:

• Professional Experience that proves communication and relationship management skills.
• Telecommunications Technology: Extensive experience in Telecommunications Technology services like Customer Services, Engineering, Development, Service Management, Operations, Delivery, Integration, Interconnection, etc.
• Telecommunications Business: Experience in the Telecommunications industry contracts processes and agreements, as interconnections, integrations, etc.
• Professional Experience that proves project and process documentation.

Responsibilities

Responsibilities are but are not limited to:

As a Carrier Team member, the responsibilities are:

Spot and report weaknesses in the tools and processes along with proposed improvements, resources needed to implement and readiness to lead the implementation of such.

Provide more value for the company to the job position along the time.

Ask and demand for comprehensive help and on-the-job training to improve the personal skills, job capacities and job performance. Escalate to management if necessary the lack of.

Invest reasonable personal effort and time in improving the reach of the skills listed in this job description.

Assign working hours and effort in using company provided training & knowledge resources to improve skills beyond this job description.

Share company related knowledge with colleagues, providing training sessions, mentoring, creating documentation, etc. In order to improve the overall performance  of the team.

Spot, report and escalate to management weaknesses and opportunities of the processes, documents and products and consult in case of doubt.

Keep the team informed of the highlights, exceptions blockers and other pieces of information that are relevant to the team, encountered during the exercise of your duties and responsibilities.

Foster high rapport between the team and board of directors as well as with partners; provide high-standard professional relationships, establish continuing rapport with regular contacts to proactively check the company is getting the standards in the service level agreement.

As a Carrier Operations Team Member

Make Sure all company Incidents are well managed, resolved and documented as well as the initiatives to improve the performance of the business, centered around, but not exclusive, to telecommunications incidents.

Make sure Business Development initiatives and relationships lay homogeneously and smoothly with the technology strategy and architecture.

Make sure the Data Analysis area understands and profits to its full potential all information available and provided by the Telecommunications Networks.

Make sure the Resource Management area understands and profits to its full potential the features and information provided by the Telecommunications Networks.

Make sure the Telco Product Management area understands and profits to its full potential the features provided by the Telecommunications technologies.

Make sure the Service Assurance area is well supported and integrated with the rest of the areas of the company.

Keep a proper work log & documentation to justify the invested effort

Comply with all communications processes in place

Location

The Current position requires a location roughly within the geographical regions situated between Latitudes 15W and 30E

The Job position can be fully performed remotely most of the time. Depending on the region, team and customer needs, partial on-premise work is required. 

Occasionally, travel to company locations, events and to Partner locations is required for short periods of time: from one (1) week to few weeks

The company policy in the final employment contract may supersede the above statement and require specific compliancy depending on seniority, geographical location, local job regulations etc.

Working hours guidelines

The company practices flexible working hours between 08:00 and 19:00 local time, which are considered the Open Business Hours, except for those positions subject to shifts.

The position will become a managerial point of contact for Service Level Contracts and escalation matrix. As a senior employee and as a manager of an Incident Management department, should be available Online/phone (24x7x365) to support the teams escalation activities and managerial war rooms only if justified and occasional.

Such availability is considered part of the flexible working hours that company practices, sometimes even in written contract or upon manager's request.

Such availability is not a reason to be available all the time to undertake continuous night work or excessive overtime. It is the Director's and Company's responsibility to set the trustworthy environment to allow employees to step out reasonably.

It is management responsibility to avoid abuse and watch for the healthy work balance of the team members. It is a personal responsibility to flag this abuse in ourselves or when identified with others.

Notes

No Smartphone is provided by the company.