Technical Operations Team Lead – Telco & ISP

AVSystem develops a product called the Unified Management Platform (UMP), used by global Telco and ISP leaders. The company focuses on network device management and technical support services for telecommunications clients.

• Several years of technical support or operations experience in Telco, ISP, or network environments (L2/L3 or equivalent).
• Experience leading people, either formally or informally, including at least one year in a managerial role.
• Solid knowledge of networking protocols (TCP/IP, DHCP, DNS, HTTP/S) with telecommunications industry background.
• Familiarity with device management standards such as TR-069.
• CCNA or equivalent network certification.
• Working knowledge of Linux command line and basic understanding of API integrations (REST/SOAP).
• Experience with large-scale network or device management, especially in ISP or IoT platforms.
• Experience with Jira Service Management, Confluence, and familiarity with CRM tools.
• Ability to analyze support data to identify trends, root causes, and proactive actions.
• Use of AI tools combined with strong technical judgment and ownership in daily work.
• Fluent in Polish (C2) and very good English (C1) for international client communication.

Team Leadership & Operations:

• Lead a team of 1st and 2nd line support engineers and facilitate their growth technically and as a team.
• Ensure incidents and requests in Jira Service Management are resolved within agreed SLAs.
• Serve as technical escalation point for complex cases before escalation to Product or SRE.
• Improve support workflows, documentation, and the internal knowledge base.
• Take responsibility for Professional Services delivered by the support team such as device integrations, onboarding, and technical enablement.

Client Relations:

• Act as main contact for clients, building long-term technical and business relationships.
• Monitor accounts with active support contracts and identify opportunities for proactive maintenance or additional services.

Technical Product Advocacy (UMP):

• Develop deep understanding of UMP architecture, including its roles as an ACS (Auto Configuration Server) and USP Controller communicating over TR-069, TR-369, and SNMP.
• Translate complex device provisioning, monitoring, or network protocol issues into business impact insights for clients.
• Collaborate with Product Management and SRE by conveying client feature requests and recurring technical challenges.

The administrator of personal data processed for recruitment purposes is AVSystem spółka z ograniczoną odpowiedzialnością based in Krakow (31-315) at Radzikowskiego 47d. Candidates are informed about data processing purposes and rights and must consent for their personal data to be processed for recruitment purposes.