Engineering Ops Lead - AI-Driven Production Support

Greenhouse Software, Inc.; Belfast City District; On-site; GBP 90,000 - 130,000; Full time

Job summary

TRG Screen in Belfast, Northern Ireland, seeks an Engineering Ops Lead to own L3 production support across six products and build a centralized support function from the ground up. This senior, hands-on role blends engineering excellence with operational discipline, data-driven thinking, and people leadership.

The ideal candidate will use data patterns and AI tooling to move the team from reactive to proactive, reduce ticket volumes, and drive continuous improvement while collaborating with

Qualifications

• 5+ years in software/production engineering with an enterprise-grade stack.
• Experience in production support, operations, or SRE context across complex systems.
• Strong diagnostic skills to investigate and resolve deep technical issues under pressure.
• Experience producing delivery reporting and operational metrics (ticket volumes, MTTR, SLA).
• Data-driven approach to identifying patterns and driving systemic improvements.
• Strong written and verbal communication across technical and non-technical audiences.

Responsibilities

• Own end-to-end L3 production support across six products, acting as final escalation point and leading triage with SLA enforcement.
• Track support patterns to identify recurring issues and automation opportunities to reduce toil.
• Produce regular reporting for Engineering Leadership on ticket volumes, resolution times, SLA adherence, and automation outcomes.
• Actively adopt AI tooling to accelerate diagnosis, automate triage, and build smarter runbooks.
• Manage and develop a small team through 1:1s and career development; foster a blameless, learning culture.
• Continuously improve the L3 support process; collaborate with product engineering and Client Success on incident communication.
• Serve as a member of the incident response team, leading diagnostics and investigations.

Skills

Production engineering

SRE

Diagnostic skills

Delivery reporting

Data-driven improvements

Communication skills

Team leadership

AI for operations

Cloud platforms (Azure/AWS)

CI/CD practices

Tools

Jira Service Management

PagerDuty

Azure

AWS

CI/CD pipelines

Job description

TRG Screen in Belfast, Northern Ireland, seeks an Engineering Ops Lead to own L3 production support across six products and build a centralized support function from the ground up. This senior, hands-on role blends engineering excellence with operational discipline, data-driven thinking, and people leadership.

The ideal candidate will use data patterns and AI tooling to move the team from reactive to proactive, reduce ticket volumes, and drive continuous improvement while collaborating with