Technical Operations Lead

Team Leadership & Operational Excellence:

• Lead, coach, and mentor the Technical Operations Engineer team, fostering a culture of accountability and continuous improvement.
• Manage daily workloads, prioritisation, and resource allocation to ensure service requests are completed efficiently.
• Monitor SLAs, KPIs, and operational performance, taking action to improve results.

Device Testing, Certification & Provisioning:

• Oversee device testing and certification workflows, ensuring work is completed accurately and on time.
• Ensure operational checklists and SOPs for provisioning, configuration, account creation and maintenance are accurate and consistently followed.
• Support testing of new product releases and keep the team up to date with Trustonic products and technologies.

Process Improvement & Automation:

• Identify opportunities to improve operational efficiency with Technical Support and Process Optimisation teams.
• Introduce scalable, digital-first processes and automation to reduce manual effort.
• Explore and adopt GenAI tools to improve operational workflows and team productivity.

Customer Support & Knowledge Management:

• Ensure customer service requests are handled efficiently, accurately, and within agreed SLAs.
• Create, maintain, and improve knowledge articles and customer-facing documentation across Confluence, Zendesk, and other platforms.
• Use Knowledge Centred Support (KCS) principles to capture and share knowledge generated through operational activities.