About us

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 to 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.


About the role
 

The Position will orchestrate Telecommunications related incidents and all major technology related incidents from detection, through restoration, resolution, report and consequent improvement actions with all stakeholders of the incident, internal and external providers in English and Spanish.

The Position will lead the surveillance and the tuning of the services to assure maximum performance and availability.

The Position will lead the Technical Telecommunications related projects.

The Position will lead the technical interface for network monitoring and testing.

The Position will have the freedom to lead other technology related activities.

Organization & Environment

As of the current Organization, the position:

• Will report to the Carrier Operations Director
• Operates as a peer to the other three areas within the department.
• Will be part of a B2B Carrier department that manages all interactions with Mobil Telecommunications Service Providers.
• Joins a diverse team of 10+ professionals from multiple cultural backgrounds, spread across 3+ global locations.
• 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.
• Has the autonomy to pursue long-term objectives, select the technologies to employ, and lead organizational improvements.
• Will join a blameless environment with a strong sense of responsibility, ownership and delivery of results.

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

• 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.

Personal profile

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

• Native proficiency in either Spanish or English, combined with above-average written and verbal skills.
• Other non-native languages are valued
• General use of Google workspace Tools
• General use of communication tools

Soft Skills

• 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. 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

• 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
• IT Tools: Google Workspace, O365, Jira & Confluence, Gitlab, BI Data warehouse & Data Integration, BI Data Analytics and Data Processing, BI Reporting & Business Intelligence
• Monitoring: Nagios, Dynatrace, Grafana, Prometheus, SQLSentry, Zabbix,...
• ITSM: Zendesk, Jira, ServiceNow, Opsgenie, Azure Devops, Gitlab Service Desk

Education and Training

• 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

As a Carrier Team member, the responsibilities are:

• Identify and report weaknesses in processes and tools, propose and lead improvements, and escalate issues when necessary.
   
• Actively seek training and skill development, using company resources and personal effort to expand competencies beyond the job scope.
   
• Share knowledge through mentoring, documentation, and training sessions to strengthen overall team performance.
   
• Maintain open communication on key updates, blockers, and opportunities.
   
• Foster strong relationships with the board of directors, partners, and other stakeholders, ensuring service level standards are met.

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 technologies.
   
• Make sure the Resource Management area understands and profits to its full potential the features and information provided by the Telecommunications technologies.
   
• 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 within the geographical regions situated between Latitudes 15W and 30E (Europe Time zone).
   
• 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.

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.

Today, The Telecommunications Incident Manager is subject to the evolution of the business in regards to availability. The recurrence, priority and impact of the different incidents will dictate if a follow the sun policy is needed or On-Call rotations or more resources. 

Beyond on-call shifts and its obligations, due to the following reasons:

• Business nature
• Telecommunications Industry practices
• Company flexibility to Working Time and Geography.
• Required immediate access to specialized Knowledge
• Responsibility assignments

Senior members and/or with responsibility over teams (managers) should be available Online/phone (24x7x365) to support the colleagues' knowledge, only if requests are short, non-intrusive, reasonable, justified and occasional, even more if the knowledge is exclusive and there is no reasonable documentation.

It may be reasonable to request early morning or late afternoon/evening availability to fulfil one’s responsibilities in a timely manner that accommodates better to the company needs. Occasionally such availability is also required for properly scheduled work or meetings.

Such availability is not a reason to be available all the time to undertake night work or overtime.
 

Benefits of boarding with us:

• 20 days paid time off

• Education bonus

• Great company culture and international environment!

• Highly-skilled teammates and lots of opportunities for growth and development! 

• Remote job

Apply now and help us to keep the world connected together! Visit us at Holafly to explore open positions and learn more about our mission.