Technical Operations Team Lead – Telco & ISP

Our requirements

• Several years of technical support or operations experience in a Telco, ISP or network environment (L2/L3 or equivalent).
• Experience leading people, formal or informal (team lead, shift lead, mentor, escalation owner), or at least one year in a managerial role.
• Solid knowledge of networking protocols (TCP/IP, DHCP, DNS, HTTP/S) and a background in the telecommunications industry. Familiarity with device management standards such as TR-069 is a significant plus.
• CCNA or an equivalent network certification.
• Working knowledge of Linux (command line) and a basic understanding of API integrations (REST/SOAP).
• Experience with large-scale network or device management environments is valuable, particularly in ISP or IoT platforms.
• Experience with Jira Service Management (or a similar ticketing system) and Confluence. Knowing a CRM tool is a plus.
• The ability to analyze support data and spot trends, root causes and areas for proactive action.
• We use AI tools as part of our day-to-day technical work, and expect you to combine them with strong technical judgment and ownership.
• Fluent Polish, our daily working language, and very good English (C1) for work with international corporate clients.

Your responsibilities

• You lead a team of 1st and 2nd line support engineers and help them grow, both technically and as a team.
• You make sure incidents and requests in Jira Service Management are resolved within the agreed SLAs.
• You are the technical escalation point for the team on complex cases, before anything goes to Product or SRE.
• You improve support workflows, documentation and the internal knowledge base so the team works faster.
• You take responsibility for selected Professional Services delivered by the support team, such as device integrations, onboarding and technical enablement.
• You are the main point of contact for our clients, building long-term relationships with their technical and business teams.
• You keep an eye on accounts with active support contracts, make sure we deliver on them and point out where proactive maintenance or additional services would help.
• You learn the UMP architecture well, including its role as an ACS (Auto Configuration Server) and USP Controller and how it talks to CPEs over TR-069, TR-369 and SNMP.
• You turn complex technical problems with device provisioning, monitoring or network protocols into a clear business impact for the client.
• You work with Product Management and SRE, bringing them client feature requests and recurring technical bottlenecks.

About the project

This is how we organize our work

What we offer

• Contract on B2B or employment (UoP), with B2B rates of 20 000 - 26 000 PLN.
• A product used by global Telco and ISP leaders, and a natural step from hands-on engineering into leading a team.
• A direct line to Product Management and SRE, so what your team learns from clients actually reaches the product.
• A flat structure with real ownership. You will have a real say in how the team works, how we serve our clients and what we improve in the product.
• Premium AI tool subscriptions to support your day-to-day work.
• A technologist-first culture, where technical arguments decide.
• A relaxed, non-corporate atmosphere, with the legendary Good Lood ice cream.
• Possibility for Multisport and individual health insurance.
• Hybrid work in Kraków (3:2 onsite-to-remote).

Development opportunities we offer

• development budget
• intracompany training
• mentoring
• soft skills training
• space for experimenting
• substantive support from technological leaders
• technical knowledge exchange within the company
• time for development of your ideas

Benefits

• sharing the costs of sports activities
• private medical care
• remote work opportunities
• flexible working time
• fruits
• integration events
• corporate gym
• corporate library
• no dress code
• coffee / tea
• parking space for employees
• leisure zone
• charity initiatives
• premium AI tools

Recruitment stages

• 1.
  Send us your CV
• 2.
  HR screening
• 3.
  Technical interview
• 4.
  Managers interview

AVSystem