Network Performance & Assurance Manager

Description

Job Summary: Tigo El Salvador seeks a Network Performance & Assurance Manager to ensure end-to-end quality and performance of mobile, fixed, and B2B network services through advanced analytics and ITIL process governance. Key Highlights: 1. Lead end-to-end network quality and performance. 2. Drive network innovation and operational stability. 3. Develop technical talent and foster a culture of continuous improvement. Would you like to help us achieve our purpose of connecting more people, improve their lives and develop our communities? If so, Tigo is for you! We are champions of positive transformation. We believe in innovation, adaptation, and prioritizing our customers at the core of all our actions. Come and grow with our team, where together we will transform lives and communities. Additionally, you will have the opportunity to participate in challenging projects and bring your innovative ideas. This is your opportunity, come and be part of Sangre Tigo! **Apply right now!** Network Performance \& Assurance Manager **At Tigo El Salvador, we are looking for our next Network Performance \& Assurance Manager** We seek a **Network Performance \& Assurance Manager** responsible for ensuring the quality, availability, and end-to-end performance of our mobile, fixed, and B2B network services. This role leads **performance governance**, **advanced analytics**, **ITIL processes**, and **operational stability**, guaranteeing a superior experience for our customers and business continuity. This position oversees and optimizes B2B technical support (L1/L2), manages major incidents, coordinates critical changes, drives network improvements, and leads execution of the area’s technical strategy—managing vendors and strengthening team talent. **Primary Purpose** Ensure end-to-end network quality and performance — mobile, fixed, and B2B services — through disciplined performance management, advanced analytics, and effective ITIL process governance. Lead operational stability, daily operations, and specialized B2B technical support, ensuring contractual SLAs, operational resilience, and a superior customer experience. **Key Responsibilities** --------------------------------- * Lead mobile, fixed, and B2B performance governance through in-depth analysis of KPIs, KQIs, QoE, and predictive models. * Drive adoption of advanced analytics, automation, and visualization (Power BI) to improve availability and stability. * Execute and govern ITIL processes: Incident, Major Incident, Problem, Change, Event, Request, and Knowledge Management. * Manage B2B L1/L2 technical support, ensuring contractual compliance, service quality, and executive-level communication. * Prioritize and lead network optimization, operational resilience, and end-to-end efficiency initiatives. * Manage vendors and MSPs, ensuring service levels, audits, governance, and penalty enforcement. * Ensure compliance with SOX controls, corporate policies, and business continuity (BCM/DRP). * Administer CAPEX, OPEX, and ERC budgets aligned with strategic priorities. * Represent the company technically before local and international operators. * Develop technical talent and promote a culture of performance, leadership, and continuous improvement. **Requirements:** * **Education:** Bachelor’s degree or Engineering in Telecommunications, Electronics, Systems, Electrical, Industrial, Data Science/Analytics, or related field. * **Master’s / Postgraduate:** Business Intelligence, Data Analytics, Data Engineering, Digital Transformation, or similar. * **Experience:** 5+ years leading O&M, Performance, Service Assurance, or Technical Support teams. * **Certifications:** ITIL v3/v4, SCTE, CCNA/CCNP, Data Analytics certifications (Power BI, SQL, Python). * **Technical Knowledge:** + 3G/4G/5G mobile networks + Fixed networks HFC/FTTH/IP/MPLS + Core, IMS/VoLTE, OSS/NMS + ITSM tools: ServiceNow, BMC Remedy, JIRA * **Additional Skills:** B2B SLA management, major incident management, automation, budgeting, risk, SOX compliance. * **Language:** Advanced English (minimum B2). ✨ At Tigo, we believe in leaders who ensure operational excellence, drive innovation, and guarantee quality experiences for millions of customers. **Ready to lead the performance of a network that connects an entire country?** Apply now and become part of El Salvador’s Largest Network \#TigoElSalvador Our people are the soul of Tigo El Salvador. We employ more than 4,500 people directly and indirectly, which makes us proud of being a responsible company that contributes to the economic growth of the country. More than job opportunities, at Tigo we create professional development networks where our employees have no barriers to reach their full potential. Our Sangre Tigo culture is lived in every corner of our work centers, pushing us to be the best. Sangre Tigo moves us to work together with a purpose, to be innovative, agile and disciplined, to guide our actions by our integrity, to place our clients at the center of everything we do, to be engines of positive change, being always proud of our history. We promote the digital lifestyle and take full advantage of technology to facilitate the day\-to\-day life of our clients. Throughout the years, we have been acknowledged as one of the top workplaces in El Salvador and Central America. At Tigo, we are not just a great workplace; we are a community of amazing people to work with. We welcome you to join our team! Apply Now! *Millicom \| Tigo is proud to be an Equal Employment Opportunity employer committed to a diverse workforce and nondiscrimination policy in all aspects of employment. We provide equal opportunity and access for all persons, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a disabled veteran or other protected veteran, or any other protected characteristic, in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations.*