Technical Operations Lead

Job description

A bit about the team and what you'll deliver... We’re looking for a Technical Operations Lead to lead and empower our Technical Operations team, ensuring the seamless, efficient and accurate execution of testing, provisioning and service requests that support the day-to-day lifecycle of Trustonic customers. Reporting to the Head of Technical Support you'll lead a team of Technical Operations Engineers, making sure operational tasks are completed accurately, efficiently and within agreed SLAs. You'll work closely with Technical Support and Process Optimisation teams to improve processes, introduce automation and GenAI solutions, and create a more scalable and efficient operational environment. This is a hands-on leadership role where attention to detail, technical problem-solving and operational excellence are key to delivering a great customer experience. As the Technical Operations Lead , you will: Team leadership & operational excellence Lead, coach and mentor the Technical Operations Engineer team, creating a culture of accountability, learning and continuous improvement. Manage daily workloads, prioritisation and resource allocation to ensure service requests are completed efficiently. Monitor SLAs, KPIs and operational performance, identifying issues and taking action to improve results. Act as the primary point of contact for operational escalations, coordinating with Technical Support where more complex troubleshooting is required. Provide clear reporting and insights to senior management on operational performance, key issues and improvement opportunities. Ensure the team consistently follows agreed processes, SOPs and operational standards. 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 help ensure the team remains up to date with Trustonic products and technologies. Understand how operational activities impact the wider customer and production lifecycle. Maintain a high level of attention to detail, recognising the importance of accuracy across device testing and customer operations. Process improvement & automation Work with Technical Support and Process Optimisation teams to identify opportunities to improve operational efficiency. Help introduce scalable, digital-first processes and automation to reduce manual effort. Explore and adopt GenAI tools that can improve operational workflows and team productivity. Continuously review processes and identify opportunities to improve quality, efficiency and customer outcomes. Maintain up-to-date operational documentation and ensure consistent adoption across the team. Customer support & knowledge management Ensure customer service requests are handled efficiently, accurately and within agreed SLAs. Provide timely updates and manage customer expectations throughout the resolution process. Communicate technical information clearly to customers and internal stakeholders. Create, maintain and improve knowledge articles and customer-facing documentation across Confluence, Zendesk and other knowledge platforms. Use Knowledge Centred Support (KCS) principles to capture and share knowledge generated through operational activities. Support effective handovers between Technical Operations and Technical Support teams. Who you are... A technically capable and operationally focused leader who enjoys making things work better. You're comfortable managing a busy operational environment, balancing competing priorities and making sure work gets completed accurately and on time. You know how important attention to detail is when operational activities can directly impact customers and production. You're also a people leader who enjoys coaching and developing others. You lead by example, take ownership when things go wrong and look for ways to improve rather than simply accepting the status quo. You're curious about technology and enjoy finding smarter, more scalable ways of working - including through automation and AI. What makes you, you... Experience Experience in technical operations, provisioning, technical support or a similar operational environment. Experience leading, mentoring or managing a technical operations or support team. Experience managing SLAs, KPIs and operational performance. Experience working with high-volume service requests or ticket queues. Experience working within a SaaS or technology environment. Experience with device testing, certification, provisioning or customer lifecycle processes would be highly beneficial. Experience working with mobile technologies or mobile devices would be advantageous. Knowledge & Skills Strong technical understanding of SaaS operational environments and customer lifecycle processes. Experience with SQL databases, APIs, Git, Linux, SSH keys and certificates. Basic scripting knowledge using Bash and/or Python. Experience using ticketing, project management and documentation tools such as JIRA, Zendesk and Confluence. Strong understanding of operational processes, documentation and knowledge management. Excellent communication skills, with the ability to explain technical issues clearly to different audiences. Strong problem-solving and organisational skills. Ability to prioritise effectively and manage competing workloads. Strong coaching, mentoring and team leadership skills. Fluent English, both written and spoken. It would be great if you also have... Experience with mobile device testing and certification. Experience with device provisioning or configuration. Knowledge of Knowledge Centred Support (KCS) methodologies. Experience introducing automation or digital-first operational processes. Experience using AI or GenAI tools to improve operational efficiency. Experience working within a global, distributed technology organisation. Bachelor’s Degree or equivalent experience. What we can provide you in return for your investment... Competitive compensation A base salary that reflects your expertise and impact. Bonus scheme to share in our success. Financial security & wellbeing Private medical insurance for you from day one. Flexibility & work-life balance Remote working arrangements to support your lifestyle. An open holiday policy with no upper limit—take the time you need, when you need it. Support for volunteering and causes that matter to you. Growth & development Opportunities for professional development and career progression. Exposure and interaction with global teams. Inclusive, supportive culture A commitment to diversity, equity, and inclusion. A collaborative environment where your voice is valued and your wellbeing is prioritised. Impact & purpose The chance to work on technology that drives global economic inclusion and makes a real difference in people’s lives. #LI-Remote Trustonic is an equal opportunity employer. We do not discriminate on any grounds. We empower, engage, enable and value differences between people, including; different races, ethnicities, genders, ages, religions, disabilities and sexual orientations, with differences in education, backgrounds, skill sets, experiences and knowledge . Who we are... At Trustonic, we make smartphones affordable for the many, enabling global access to devices and digital finance through the world’s most secure smartphone locking technology. We partner with mobile carriers, retailers, and financiers across 30+ countries, powering device financing solutions that drive economic inclusion, profitability, and growth. We pride ourselves on living by the Trustonic culture code, a blueprint for our journey that recognises that great working environments don’t guarantee success, but bad ones almost always ensure failure. Working here, you’ll find a company that celebrates its diversity and is looking to do the right thing: for each other, the community and the planet. We believe in equal opportunities and take to heart the old African proverb ’If you only want to go fast, go alone. If you want to go far, go together’. We work flexibly when and where we’re at our best, but regardless of how you choose to work, we’ll make sure you feel like one of the team. Click here if you would like to find out more about Trustonic's culture code. If you would like to work in a fast-moving global technology company, with great ambition, then we’d love to hear from you!