Senior Engineering Operations Lead - AI-Driven Support

TRG Screen; Belfast City District; On-site; GBP 75,000 - 110,000; Full time

Job summary

TRG Screen is seeking an experienced Engineering Ops Lead to own L3 production support across six products. You will lead a centralized function, use data-informed insights, and apply AI tooling to move from reactive to proactive support while guiding a small team.

The role reports to Engineering Leadership and requires a strong engineering background, cross-functional collaboration, and the ability to balance urgent incidents with long-term process improvements.

Qualifications

• 5+ years of professional software or production engineering in an enterprise-grade stack.
• Experience in production support, operations, or SRE 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 adherence).
• Data-driven approach to identifying patterns and driving systemic improvements.

Responsibilities

• 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.
• Track support patterns to identify recurring issues and automation opportunities.
• Drive toil reduction and advocate for engineering fixes.
• Produce regular reporting for Engineering Leadership on ticket volumes and SLA adherence.
• Actively adopt AI tooling to accelerate diagnosis and automate triage.
• Manage and develop a small team through 1:1s and feedback.

Skills

Software engineering

Production engineering

SRE / incident management

Diagnostic skills

Data-driven improvement

Stakeholder communication

Tools

Jira Service Management

PagerDuty

CI/CD tools

Azure / AWS

Job description

TRG Screen is seeking an experienced Engineering Ops Lead to own L3 production support across six products. You will lead a centralized function, use data-informed insights, and apply AI tooling to move from reactive to proactive support while guiding a small team.

The role reports to Engineering Leadership and requires a strong engineering background, cross-functional collaboration, and the ability to balance urgent incidents with long-term process improvements.