About Us
1GLOBAL is a technology-driven global mobile communications provider helping enterprises and consumer brands deliver seamless connectivity worldwide. Powered by a best-in-class telecom platform, proprietary eSIM technology, and its own mobile core network across 15 countries, 1GLOBAL operates as a fully regulated telecommunications provider in 43 countries.
Founded in 2022, 1GLOBAL has rapidly become one of Europe's fastest-growing telecom technology companies, connecting more than 80 million people and devices globally. Our customers include leading banks, multinational enterprises, global retailers, travel companies, payment service providers, and digital-first businesses.
Headquartered in the Netherlands, with R&D hubs in Lisbon, Berlin, and São Paulo, 1GLOBAL employs over 550 professionals across 16 countries. With annual revenues exceeding US$200 million and a strong track record of profitability, we continue to invest in innovation, infrastructure, and international expansion as we redefine the future of global mobile connectivity.
About the Team
The Incident Management team is responsible for maintaining service stability across 1GLOBAL's products and platforms. Working closely with Operations, Engineering, Product, NOC, and customer-facing teams, the team leads the response to operational incidents, drives service restoration, and continuously improves operational readiness and resilience.
About the Role
We are looking for a proactive and hands-on Incident Manager to lead the end-to-end management of incidents and major incidents across our global services. This is not a coordination-only role. You will actively investigate issues, assess customer and business impact, lead cross-functional response efforts, and drive incidents through to resolution, RCA, and corrective action completion.
Own the full incident lifecycle from detection through restoration, RCA, and action closure.
Lead major incident response, coordinating technical and business stakeholders during high-impact events.
Investigate incidents using dashboards, monitoring tools, KPIs, alerts, and operational data.
Assess customer, service, operational, and business impact, updating severity and priorities as new information emerges.
Maintain operational control of incidents, including actions, risks, decisions, timelines, and communications.
Drive fact-finding, challenge assumptions, and proactively seek missing information.
Produce internal and customer-facing RCA reports with clear findings and improvement actions.
Track corrective and preventive actions through to completion.
Analyse incident trends, KPIs, and service-health metrics to identify improvement opportunities.
Enhance incident processes, playbooks, monitoring capabilities, and operational readiness.
Participate in a 24/7 on-call rota and provide incident leadership when required.
Requirements
About You
Must Have
Experience managing incidents and major incidents within a 24/7 technology, telecommunications, infrastructure, or other critical service environment.
Hands-on experience investigating operational issues using monitoring platforms, dashboards, alerts, KPIs, and incident data.
Strong understanding of customer journeys, system dependencies, and impact assessment.
Demonstrated ownership, resilience, and ability to operate effectively under pressure and ambiguity.
Confident communicator with the ability to coordinate stakeholders and escalate appropriately.
Experience producing high-quality RCA reports and driving corrective actions.
Availability to participate in a 24/7 on-call rota with strict response expectations.
Nice to Have
Experience in telecommunications, mobile services, or service assurance environments.
Background in NOC, SRE, technical operations, production support, or similar operational teams.
Knowledge of ITIL Incident, Problem, and Change Management practices.
Experience with tools such as Jira, Confluence, Grafana, Elastic, Power BI, or Opsgenie.
Understanding of…