Lead Tech Operations Manager

Lead Technical Operations Manager to drive how we manage escalations, investigations, and partner communications to keep the product running smoothly. You'll be a people leader—coaching your team, setting clear direction, and building the environment that helps them grow and perform at their best.

What you'll do

• Maintain high-level operational ownership across the team.
• Lead incident management and drive swift resolutions, acting as the escalation point for complex issues.
• Conduct technical investigations and analyze data to validate hypotheses and identify optimizations.
• Review tech and product designs to identify and mitigate operational risks.
• Implement continuous improvements in products and systems, and build tools and processes that enhance team efficiency.
• Coach, mentor, and provide day-to-day direction to team members, supporting their skill development and career growth.
• Set clear goals for the team, track performance, and deliver regular, constructive feedback.
• Own team scheduling and on-call rotations, and act as key liaison between team and cross-functional stakeholders.

What you'll need

• 5+ years in 2nd/3rd-level technical support, IT analysis, or monitoring roles, including experience leading a team.
• Demonstrated leadership experience: coaching team members, giving direction, and developing talent.
• Root cause analysis and solution design capabilities.
• Product-oriented mindset with a risk-prevention focus.
• SQL and relational database proficiency.
• Strong cross-functional collaboration and stakeholder management skills.
• Fluent English communication skills and analytical, independent, tech-savvy approach.

Nice to have

• Familiarity with Jira, Prometheus, Grafana, or New Relic.
• Experience predicting and preventing technical bottlenecks.