Network Operations Team Lead

1GLOBAL is a technology-driven global mobile communications leader, built to help enterprises unlock the full potential of mobile connectivity at scale. Powered by a best-in-class telecom platform – including our own owned and operated global mobile core network, a full end-to-end eSIM technology stack, and an extensive portfolio of telecom licenses – 1GLOBAL operates as a fully regulated telecommunications provider across 40 countries worldwide. Combined with our privileged access to the global wholesale telecom market, this positions us uniquely to deliver seamless, compliant, and scalable connectivity solutions anywhere in the world.

We serve many of the world’s leading banks, enterprises, and digital-first businesses, including neo-banks, fast moving consumer goods companies, travel leaders, and payment service providers. Today, 1GLOBAL connects more than 70 million people and devices globally, enabling our customers to launch, scale, and innovate with confidence in the mobile ecosystem.

1GLOBAL is a profitable, fast-growing business. With full-year revenues exceeding US$200 million and profits of over US$25 million, we generate strong cash flows and fund our growth independently—continuously investing in infrastructure, platform innovation, and global expansion. Recent years have marked a defining phase in our journey, with major enterprise and mass-consumer client wins accelerating our evolution into a global mobile connectivity powerhouse, purpose-built to enable consumer brands to enter and succeed with their own telecommunications offerings.

Founded in 2022 by experienced technology entrepreneurs Hakan Koç and Pyrros Koussios, 1GLOBAL has rapidly emerged as a European technology leader shaping the future of global telecommunications. We operate as a fully regulated Mobile Virtual Network Operator (MVNO) in 12 countries and as a regulated telecom operator in an additional 28 markets. Headquartered in the Netherlands, with world-class R&D hubs in Lisbon, Berlin, and São Paulo, our team of close to 500 experts across 15 countries is united by a single ambition: to redefine global mobile connectivity through technology, scale, and execution excellence.

Position Overview

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.

Key Responsibilities

• 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.

Requirements:
• 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 environment.
• Detail-conscious, highly organised and methodical with a strong work ethic.
• Critical thinking and a continuous improvement mindset.
• Comfortable in a fast-paced, intense, and demanding environment.
• Data-driven mentality, measures to support the decision-making process.

Do not apply if:

• You are not used to working in a fast-paced environment.
• You are uncomfortable with priorities changing frequently.
• Thinking out of the box and challenging conventions is not your way of working.
• You need someone constantly overseeing your work, and you lack confidence in making decisions.
• You are not interested in going into technical detail.
• You are not used to finding solutions to the problems you identify.
• If you can't make sense of product and solution diagrams.
• The unknown scares you.

Benefits:
Why 1GLOBAL?

• Growth Opportunities: Advance your career in one of the fastest growing telecommunications companies, expanding over 100% year-on-year under the leadership of successful tech entrepreneurs.
• Major Transaction Exposure: Be in the driver’s seat for transactions that will have an impact on the future telco industry.
• Work with a Talented Team: From the Board and the Founders to the Senior Management Team, you will collaborate daily with the most capable and renowned external advisors, and constantly being exposed to talented and driven individuals.
• Dynamic Work Environment: Thrive in a collaborative, fast-paced workplace where innovation is encouraged, and every contribution counts.
• Professional Development: Work alongside industry experts to enhance your skills and knowledge in a cutting-edge field.
• International Experience: Gain opportunities to work in different 1GLOBAL offices around the world as you grow within the company.
• Open Communication Culture: Join a team where your ideas are heard, and open dialogue is encouraged, fostering a supportive and transparent work environment.
• Get Things Done Attitude: Be part of a results-driven team that values efficiency, creativity, and the drive to make a tangible impact in the industry.

1GLOBAL is an equal opportunity employer, we value your character as much as your talent. Diversity drives our innovation, and we offer a collaborative, dynamic, and international work environment. We are excited for you to join our mission to revolutionise connectivity globally.