Incident Manager (L2 Support)

About the Company

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 and a team of 600+ professionals across multiple countries.

About the Role

As our Telco Incident Manager (L2 Support), you will be the guardian of our service continuity, orchestrating end-to-end restoration of critical telecommunications and technology incidents to ensure global network resilience for our users.

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 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 roaming capabilities, focusing on 3G to 5G core network evolutions.

Qualifications

• Proven experience in Mobile Telecommunications (Core Network, Roaming, or SIM technologies such as SM-DP+).
• Deep understanding of packet switching protocols and roaming data exchange mechanisms (GRX, Diameter, Radius).
• Strong command of English to coordinate with a diverse global provider base; Spanish is an asset.
• Engineering mindset with 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

• Remote-first culture with a focus on outcome over hours.
• Flexible working schedule to support work-life balance.
• Opportunity to grow within a blameless, collaborative environment that values ownership and continuous improvement.