Senior Tech Operations Specialist

Join the Control Room team as a Senior Technical Operations Specialist, playing a vital role in managing ongoing escalations and investigations, ensuring seamless communication with partners and management during issue resolution, and guaranteeing the seamless operation of all company products.

What you'll do

• Take full ownership of high-level monitoring for the company's operations, ensuring smooth and efficient processes across the business.
• Lead the management of escalations and incidents, driving swift resolutions and minimizing impact on business operations.
• Conduct in-depth technical investigations and collaborate in designing solutions that address complex challenges and improve system performance.
• Leverage data analysis to validate hypotheses, uncover insights, and identify optimisation opportunities that drive operational excellence and incident prevention.
• Play a pivotal role in supporting and leading strategic and operational projects that shape the direction and efficiency of the business.
• Proactively identify and implement key improvements in our product and tech systems from an operational perspective.
• Work closely with the operations team to build, implement, and refine tools and processes that drive efficiency and streamline workflows, leveraging AI to help us scale as we grow.
• Manage internal and external communication effectively, collaborating across teams to ensure seamless issue resolution.

What you'll need

• At least 3+ years of experience in similar roles in 2nd and 3rd level Technical support, IT Analyst, Monitoring roles etc.
• Ability to successfully detect root cause of incidents reported and provide analysis of the solution design on a high level.
• Product-oriented mindset: you do not focus on the immediate solution only, but you are bringing long-term risk prevention and mitigation strategies.
• Comfort investigating into complex SQL queries and relational databases.
• Ability to develop strategies to predict, prevent, and address potential technical and operational bottlenecks and inefficiencies.
• Ability to collaborate with cross-functional teams to diagnose and resolve incoming technical issues, ensuring minimal disruptions to business operations.
• Fluent English and ability to unravel complexity in a simple and understandable manner.
• Analytical, independent and tech-savvy with comfort in fast-paced environments and heavy context switching.

Nice to have

• Experience with Jira and Prometheus, Grafana, New Relic or other monitoring tools.