Senior Support Engineering Manager

Responsibilities

• ▹Lead a team of 15 support and operations engineers, working through team leads to set direction, standards and priorities
• ▹Coach and grow the team leads, building their capability as people managers and technical decision makers
• ▹Own service performance against agreed SLAs and internal targets, and report clearly on operational health to senior stakeholders and customers
• ▹Act as senior escalation owner for major incidents, coordinating across engineering, vendors and MNO partners, and driving root cause analysis and permanent fixes
• ▹Plan capacity, coverage and on-call rotations across regions without over-relying on individuals
• ▹Work with MNO partners and vendors on issue escalation, performance and the introduction of new services
• ▹Partner with Engineering and Product to feed operational insight into the roadmap and make sure new services are supportable before reaching production
• ▹Drive process maturity across incident, problem, change and release management
• ▹Deliver improvements in tooling, monitoring, diagnostics and automation that reduce manual effort and shorten time to resolution
• ▹Own hiring, onboarding, performance and development planning for the team, in partnership with the People Team

Requirements

• ▹Significant experience in technical support, network operations or service operations leadership, including managing managers or team leads
• ▹Track record leading teams of comparable size and complexity, with coverage across time zones
• ▹Domain knowledge of mobile or IoT connectivity operations: core network signalling (SS7, Diameter, S6a), roaming, attach and session establishment, SMS and voice; able to interrogate a root cause analysis
• ▹Demonstrated ownership of major incident management at scale, including customer-facing escalation and post-incident review
• ▹Experience managing third-party vendors and network partners, including escalation and performance conversations
• ▹Comfort working with operational data, using metrics to set targets and evidence improvement
• ▹Strong written and verbal communication, able to translate technical detail for commercial and executive audiences
• ▹Experience embedding ITIL-aligned processes in a live operational environment

Nice to have

• ▹Exposure to automotive, agriculture or transportation OEMs, or a comparable environment with similar compliance and quality expectations
• ▹Experience supporting eSIM, eUICC profile management or multi-IMSI solutions
• ▹Experience leading distributed teams across multiple sites
• ▹Background introducing automation or observability improvements into a support function
• ▹ITIL certification

Soft skills

What we offer

• ▹Onsite five days a week during the six-month probation period, then a flexible arrangement of up to eight work-from-home days per month, depending on business needs and performance

About the company

Cubic³ provides software-defined vehicle solutions to over 200 countries, and its connectivity platform enables automotive, agriculture and transportation OEMs to deliver in-vehicle services.