Technical Operations Lead - Hybrid | Incident Management

Boost Talent ltd; Greater London; Hybrid; GBP 65,000 - 90,000; Full time

Job summary

Boost Talent ltd, in partnership with a technology organisation, is recruiting a Technical Operations Lead to steer a high-performing support function and drive the delivery, reliability and continuous improvement of critical systems. The role blends people leadership with hands-on technical involvement and is based in East Croydon with hybrid work.

You will lead a team, escalate complex incidents, collaborate with stakeholders, and drive automation and process improvements in SLA-driven

Qualifications

• Experience leading technical support or operational teams.
• Strong Incident and Problem Management experience.
• Experience supporting customer-facing applications or platforms.
• Excellent troubleshooting and analytical skills.
• Passion for developing people and improving services.
• Experience operating within SLA-driven environments.
• Strong stakeholder management and communication skills.

Responsibilities

• Lead and develop a technical support team through coaching and performance management.
• Act as escalation point for complex technical issues and major incidents.
• Manage Incident, Problem and Major Incident processes.
• Drive Root Cause Analysis and service improvement initiatives.
• Monitor operational performance, KPIs and SLA adherence.
• Support technical investigations across applications, integrations and services.
• Build strong relationships with technical and non-technical stakeholders.
• Identify opportunities for automation, efficiency and process optimisation.

Skills

Leadership

Incident mgmt

Problem mgmt

Stakeholder mgmt

Troubleshooting

SLA focus

Job description

Boost Talent ltd, in partnership with a technology organisation, is recruiting a Technical Operations Lead to steer a high-performing support function and drive the delivery, reliability and continuous improvement of critical systems. The role blends people leadership with hands-on technical involvement and is based in East Croydon with hybrid work.

You will lead a team, escalate complex incidents, collaborate with stakeholders, and drive automation and process improvements in SLA-driven