Technical Operations Team Lead – Telco & ISP

20k - 26k PLN20 000 - 26 000 PLN/ mies./ mies.B2BB2B (netto)

16.6k - 21.6k PLN16 600 - 21 600 PLN/ mies./ mies.UoPUmowa o pracę (brutto)

SeniorHybryda·KrakówFull-time·B2B·Umowa o pracę

#473520·Dodano wczoraj·0

Źródło: justjoin.it

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Tech Stack / Keywords

CRMCCNALinux (CLI)Confluence JiraAPI integrationsTR- 069NetworkingTeam Leadershipcustomer success

Podsumowanie oferty

You will lead a technical support team serving Tier-1 and Tier-2 Telco and ISP clients. The role focuses on client success and the health of support contracts for AVSystem products, including the Unified Management Platform (UMP). You will work with network device management technologies including TR-069, TR-369 and SNMP.

Wymagania

Several years of technical support or operations experience in a Telco, ISP or network environment (L2/L3 or equivalent).
Experience leading people, formally or informally, or at least one year in a managerial role.
Solid knowledge of networking protocols, including TCP/IP, DHCP, DNS and HTTP/S, and a background in the telecommunications industry.
CCNA or an equivalent network certification.
Working knowledge of Linux command line and a basic understanding of API integrations (REST/SOAP).
Experience with Jira Service Management or a similar ticketing system, and Confluence.
Ability to analyze support data and identify trends, root causes and areas for proactive action.
Combine AI tools used in day-to-day technical work with strong technical judgment and ownership.
Fluent Polish and very good English (C1) for work with international corporate clients.

Nice to have:

Familiarity with device management standards such as TR-069.
Experience with large-scale network or device management environments, particularly in ISP or IoT platforms.
Knowing a CRM tool.

Obowiązki

Team Leadership & Operations

Lead a team of first- and second-line support engineers and help them grow technically and as a team.
Ensure incidents and requests in Jira Service Management are resolved within agreed SLAs.
Act as the team’s technical escalation point for complex cases before they go to Product or SRE.
Improve support workflows, documentation and the internal knowledge base.
Take responsibility for selected Professional Services delivered by the support team, such as device integrations, onboarding and technical enablement.

Client Relations

Serve as the main point of contact for clients and build long-term relationships with their technical and business teams.
Monitor accounts with active support contracts, ensure delivery, and identify where proactive maintenance or additional services would help.

Technical Product Advocacy (UMP)

Learn the UMP architecture, including its role as an ACS (Auto Configuration Server) and USP Controller, and how it communicates with CPEs over TR-069, TR-369 and SNMP.
Explain the business impact of technical problems involving device provisioning, monitoring or network protocols to clients.
Work with Product Management and SRE, bringing them client feature requests and recurring technical bottlenecks.

Benefity

Premium AI tool subscriptions to support day-to-day work.
Possibility of a Multisport membership and individual health insurance.

Karta sportowa

Ubezpieczenie

AVSystem

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