Posted 3 days ago
TechOps Manager
AI Summary
Manages the TechOps team and support desk at Octopus Electric Vehicles, overseeing hybrid application support, SaaS vendor relationships, SLAs, and continuous service improvement in a regulated UK financial services environment.
About this role
We’re expanding our TechOps Team at Octopus Electric Vehicles and we’re looking for a TechOps Manager to lead our team of Systems Analysts, oversee our fast-paced support desk and manage our systems.
You’ll be responsible for ensuring our business remains fully-operational by leading the support team and managing our analysts. You will oversee the investigation and resolution of technical issues, and collaborate with teams across the business to develop solutions that continuously improve our service. You’ll also be responsible for managing our SaaS tools, and you’ll do all this while ensuring we maintain the strict compliance and service standards expected of a business operating in the UK financial services sector.
What you'll do...
Application Support Management
Hybrid ecosystem oversight: Manage the triage, investigation and resolution of support tickets across both internally developed bespoke applications and external SaaS tools.
Internal SLA accountability: Establish, monitor, report and be responsible for team adherence to internal Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to support core business functions relating to support desk services
Escalation path management: Act as the senior escalation point for complex technical issues or incidents, ensuring a rapid resolution to minimise disruption to the business
Service Level and Vendor Management
SaaS Vendor management: Monitor and manage external vendor performance, lead on escalations during third-party disruptions / outages and hold SaaS providers accountable to their respective SLAs. Own the renewal and approval process for suppliers on annual contracts.
Continuous Improvement & Product Collaboration
Feedback loop to Product/Engineering: Analyse support ticket trends to flag systemic bugs and UX bottlenecks with self-built apps and provide this feedback to Product and Engineering teams to support ongoing improvements
SaaS enhancement: Track SaaS vendor release notes and updates to proactively assess operational opportunities and work with key stakeholders and the systems analysts to deliver these changes
Team Leadership & Knowledge Management
Knowledge base ownership: Lead the team to maintain a comprehensive, accessible internal knowledge base containing clear troubleshooting workflows, pathways for escalation, workarounds and standard operating procedures
What you'll need...
Experience with Google Workspace, Slack and cloud telephony as well as macOS and Windows operating systems
Strong understanding of ITIL principles or similar support services frameworks
Familiarity with support ticketing systems
Vendor management and renewal negotiations
Excellent stakeholder management skills with the ability to bridge communication gaps between non-technical business users and technical colleagues
Technical understanding of cloud-based architecture where integration has been achieved through a mix of native integration, APIs, webhooks and low/no-code automation tools
Proven track record of delivering efficiencies and implementing process improvements
Comfortable with our approach of freedom and responsibility; we’re a fast moving business and we do everything we can to reduce blockers for our teams
Any of the following would be a bonus
Experience of working within a regulated UK industry
Experience working within the financial services industry, specifically around UK asset finance or vehicle leasing lifecycles
Experience working with FreshService, Pipedrive, Intercom, Aircall and/or Zapier
Experience of working with SaaS providers to deliver improvements to their tools
Why you'll love it here
Things to Note...
Skills
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