Senior Technical Operations Specialist

Quick Facts

Senior Technical Operations Specialist for the Control Room team, focused on incident management, technical investigations, and operational excellence.

Description

You will manage ongoing escalations and investigations to ensure seamless communication with partners and management during issue resolution. The role includes conceptualising operational flows, guaranteeing smooth operation of company products, and using data to prevent incidents. You will also build tools and processes to streamline operations, leveraging AI as the business scales.

Responsibilities

• Operational ownership of high-level monitoring to ensure smooth, efficient business processes.
• Lead incident management and escalations, driving swift resolution and minimizing business impact.
• Perform in-depth technical investigations and help design solutions for complex challenges.
• Use data analysis to validate hypotheses, find optimization opportunities, and improve incident prevention.
• Support and lead strategic operational projects that shape business direction and efficiency.
• Identify and implement continuous improvements in products and tech systems from an operational perspective.
• Develop tools and processes with the operations team to streamline workflows (with AI support).
• Ensure effective internal and external communication with clear, transparent updates.

Requirements

• 3+ years of experience in 2nd/3rd level Technical Support, IT Analyst, or Monitoring roles.
• Ability to detect root cause of incidents and provide high-level solution design analysis.
• Product-oriented mindset focused on long-term risk prevention and mitigation.
• Comfort investigating complex SQL queries and relational databases.
• Ability to predict, prevent, and address technical and operational bottlenecks and inefficiencies.
• Plus: experience with Jira and monitoring tools such as Prometheus, Grafana, New Relic, or similar.
• Cross-functional collaboration to diagnose and resolve issues with minimal disruption.
• Fluent English and the ability to explain complex issues simply.
• Analytical, independent, and tech-savvy; comfortable with fast-paced environments and context switching.

Benefits

Not specified in the provided posting.