Technical Operations Lead

This is a fully remote position, open to applicants in Thailand.

📋 Description

• Lead and inspire the Technical Operations team.

• Coach and mentor Technical Operations Engineers.

• Manage daily workloads, prioritization, and resource allocation.

• Monitor SLAs, KPIs, and operational performance, identifying issues and enhancing results.

• Serve as the primary point of contact for operational escalations.

• Coordinate intricate troubleshooting efforts with Technical Support.

• Report on operational performance, key challenges, and improvement opportunities to senior management.

• Ensure compliance with processes, SOPs, and operational standards.

• Oversee device testing and certification workflows.

• Ensure that provisioning, configuration, account creation, and maintenance checklists and SOPs are precise and adhered to.

• Assist in the testing of new product releases.

• Collaborate with Technical Support and Process Optimization teams to enhance efficiency.

• Introduce scalable, digital-first processes and automation.

• Explore and implement GenAI tools to enhance workflows and productivity.

• Maintain operational documentation and ensure consistent team engagement.

• Ensure that customer service requests are addressed accurately and within the agreed SLAs.

• Provide customer updates and manage expectations throughout the resolution process.

• Communicate technical information effectively to customers and internal stakeholders.

• Create, maintain, and enhance knowledge articles and customer-facing documentation in Confluence, Zendesk, and other knowledge platforms.

• Apply Knowledge-Centered Support principles.

• Support transitions between the Technical Operations and Technical Support teams.

⛳️ Requirements

• Proven experience in technical operations, provisioning, technical support, or a related operational environment.

• Experience in leading, mentoring, or managing a technical operations or support team.

• Demonstrated experience in managing SLAs, KPIs, and operational performance.

• Experience dealing with high-volume service requests or ticket queues.

• Background in a SaaS or technology environment.

• Familiarity with SQL databases, APIs, Git, Linux, SSH keys, and certificates.

• Basic scripting knowledge in Bash and/or Python.

• Experience with JIRA, Zendesk, and Confluence.

• Strong understanding of operational processes, documentation, and knowledge management.

• Excellent communication skills, with the capability to articulate technical issues clearly to varied audiences.

• Strong problem-solving and organizational abilities.

• Ability to prioritize effectively and handle competing workloads.

• Strong coaching, mentoring, and team leadership capabilities.

• Fluent in English, both written and spoken.

• Bachelor's Degree or equivalent experience.

• Experience with device testing, certification, provisioning, or customer lifecycle processes is highly beneficial.

• Experience with mobile technologies or devices is advantageous.

• Experience in mobile device testing and certification.

• Familiarity with device provisioning or configuration.

• Knowledge of Knowledge-Centered Support (KCS) methodologies.

• Experience in introducing automation or digital-first operational processes.

• Experience with AI or GenAI tools aimed at enhancing operational efficiency.

• Experience working within a global, distributed technology organization.

🏝️ Benefits

• Competitive compensation.

• Bonus scheme allowing you to share in our success.

• Private medical insurance provided from day one.

• Remote working arrangements to accommodate your lifestyle.

• Open holiday policy with no upper limit.

• Support for volunteering and causes that are important to you.

• Opportunities for professional development and career progression.

• Exposure to and interaction with global teams.

• Commitment to diversity, equity, and inclusion.

• Collaborative environment where your voice is heard and your wellbeing is prioritized.

• Opportunity to work on technology that promotes global economic inclusion.