Engineering Ops Lead

**Join TRG Screen: Building World-Class Teams. One Expert at a Time.** Are you ready to be part of a dynamic team at the forefront of subscription spend management innovation? At TRG Screen, we're not just redefining how organizations manage their subscription expenses – we're shaping the future of the industry. With cutting-edge solutions and a commitment to excellence, we empower businesses around the globe to optimize their subscription investments and drive sustainable growth. Join us in our mission to revolutionize subscription management and make a meaningful impact on the way businesses access and utilize critical information. At TRG Screen, your talent and ambition will find a home, where opportunities for growth and advancement abound. **About TRG Screen** TRG Screen is the leading provider of market data and subscription management technology and automation solutions, tailored to the unique needs of financial institutions and legal firms. Our integrated suite of solutions includes market data and subscription spend management, usage management, compliance reporting, and comprehensive managed services, which hundreds of clients worldwide use to remove cumbersome and inaccurate manual processes and gain control over market data and subscription costs at scale. For more than 25 years, TRG Screen has enabled businesses who rely on market data to monitor and strategically manage spending and usage of data and information services, including market data, research, software licenses, consulting and other necessary corporate expenses. TRG Screen solutions give decisionmakers full transparency into subscription spend and usage, enabling them to proactively manage subscription costs at scale, conduct more informed vendor negotiations, improve governance, and avoid unnecessary spending on these mission-critical business services. TRG Screen is headquartered in New York City, with offices in Europe and Asia, as well as a 24x7 client support center in Bangalore, India. TRG Screen is a portfolio company of Vista Equity Partners, one of the world’s largest and most respected private equity firms. **Reports to:** Engineering Leadership The Engineering Ops Lead will own L3 production support across TRG Screen's suite of six products, building and leading a centralised support function from the ground up. This is a technically senior, hands-on lead role combining strong engineering capability with operational discipline, data-driven thinking, and the people skills to lead a small team. The ideal candidate will use patterns, data, and AI tooling to move the function from reactive to proactive – eliminating recurring issues at root cause and systematically reducing ticket volumes. They are comfortable leading under pressure, communicating clearly to stakeholders, and building a team culture where quality and continuous improvement go hand in hand. # **Responsibilities** - Support ownership – Own end-to-end L3 production support across six products, acting as the final escalation point. Lead triage, enforce SLAs, and be hands-on when it counts. - Data & automation – Track support patterns to identify recurring issues and automation opportunities. Drive toil reduction and use data to make the case for engineering fixes that prevent future tickets. - Delivery reporting – Produce regular reporting for the Engineering Leadership covering ticket volumes, resolution times, SLA adherence, and automation outcomes. - AI – Actively adopt AI tooling to accelerate diagnosis, automate triage, and build smarter runbooks. - People leadership – Manage and develop a small team through 1:1s, timely feedback, and career development. Foster a blameless, learning culture. - Process & collaboration – Continuously improve the L3 support process. Work closely with product engineering teams to feed issues back into development backlogs, and with Client Success on incident communication. - Incident response: Serve as member of the incident response team for production incidents, leading diagnostics and technical investigations. # **Skills and Qualifications** ## **Required** - 5+ years of professional software engineering or production engineering experience with an enterprise-grade stack. - Demonstrable experience in a production support, operations, or SRE context across complex systems. - Strong diagnostic skills – able to investigate and resolve deep technical issues quickly and calmly under pressure. - Experience producing delivery reporting and operational metrics (ticket volumes, MTTR, SLA adherence). - Data-driven approach to identifying patterns and driving systemic improvements. - Strong written and verbal communication skills; comfortable with technical and non-technical audiences. ## **Preferred** - Experience leading or managing a small team. - Experience building or centralising a support function, including defining process and tooling. - Familiarity with AI tooling for operations – log analysis, anomaly detection, or LLM-based triage. - Background in financial services, market data, or a regulated technology environment. - Exposure to cloud platforms (Azure or AWS) and CI/CD practices. - Familiarity with support tooling (e.g. Jira Service Management, PagerDuty, or equivalent). Join TRG Screen and unlock your potential in an environment where innovation thrives, opportunities abound, and your contributions make a difference. We are an equal opportunities employer. We recognise and value the power of diversity in our workplace and are committed to being an employer of choice for everyone. We welcome and encourage applicants from all backgrounds. All applications for employment are considered strictly on the basis of merit. At TRG Screen, we understand that diverse and inclusive teams are not just beneficial, they are essential to our success. We recognize that embracing diverse perspectives, backgrounds, and experiences fosters innovation, enhances problem-solving capabilities, and drives better business outcomes. By cultivating a culture of inclusion where every voice is heard and valued, we empower our world class teams to thrive, excel, and drive positive change. We are proud of our diverse workforce and are dedicated to creating a safe and welcoming environment for all employees. People from various ethnicities, ages, genders, and abilities are encouraged to apply. **Privacy Notice for Applicants** TRG Screen is committed to protecting your privacy and handling your personal information responsibly. Information you provide during the recruitment process will be collected, processed, and stored in accordance with our Privacy Policy. We encourage all applicants to review our Privacy Policy to understand how we collect, use, and protect your personal data throughout the recruitment process. Our Privacy Policy is available at: [](http://www.trgscreen.com/privacy-policy). By submitting an application, you acknowledge that you have read and understood our Privacy Policy.