Telco Incident Manager (L2 Support)

Telco Incident Manager (L2 Support) Company Overview Holafly is a high-growth scale-up revolutionising how businesses and travellers connect to the internet abroad. Since 2018, we’ve empowered travellers in over 200 destinations worldwide with secure and reliable eSIM solutions. With a team of 600+ professionals across multiple countries, we are scaling globally to support travellers with seamless, unlimited data connectivity. We’re not just connecting people—we’re enabling freedom and peace of mind, ensuring our users stay connected from the second they land, wherever their journey takes them. The Role As our Telco Incident Manager, you will be the guardian of our service continuity, orchestrating the end-to-end restoration of critical telecommunications and technology incidents. Your expertise ensures that our global network remains resilient, directly impacting the "peace of mind" we promise to thousands of travellers every day. Key Responsibilities Lead the incident lifecycle from detection to restoration, ensuring rapid recovery of roaming and core network services. Drive post-mortem analysis and "blameless" reports to identify root causes and implement permanent structural improvements. Manage technical interfaces with global MNO/carrier providers, holding external partners accountable to strict contractual SLAs. Optimise network performance by leading surveillance initiatives and tuning monitoring tools (e.g., Grafana, Nagios) for maximum availability. Bridge technical gaps by mentoring internal support teams and translating complex telco issues into actionable business insights. Execute technical projects that enhance our roaming capabilities, specifically focusing on 3G to 5G core network evolutions. Qualifications Proven experience in Mobile Telecommunications (Core Network, Roaming, or SIM technologies like SM-DP+). Deep understanding of packet switching protocols and roaming data exchange mechanisms (GRX, Diameter, Radius). Strong command of English to coordinate effectively with our diverse global provider base. Spanish is an asset. An engineering mindset—the ability to decompose complex technical failures into logical resolution steps. Hands-on experience with ITSM tools (Jira, Zendesk) and network monitoring frameworks. Nice-to-haves Certifications in AWS, Cisco, or Project Management (PMP/Agile). Knowledge of eSIM orchestration and GSMA standards. Benefits & Perks Remote-first culture with a focus on outcome over hours. Flexible working schedule to support your work-life balance. The opportunity to grow within a blameless, collaborative environment that values ownership and continuous improvement. Department Carriers Locations Malaysia, APAC, Philippines Remote status Fully Remote Employment type Contract About Holafly During a trip to Thailand, Pedro and Lidia, the founders of Holafly, experienced the frustration of not having an internet connection. Inspired by their own experiences, they came up with a simple but brilliant idea: why not allow travellers to buy data plans for any destination from their home country? Our passion for providing easy and convenient connectivity to travellers around the world drives everything we do. We love our work and we do it with pride. Stay connected wherever you go. Founded in 2017 Co-workers 600