CTOp

Technopride Ltd; Kraków; Hybrid; PLN 180,000 - 240,000; Full time

Job summary

Technopride Ltd in Kraków, Poland, is seeking a CTOp(AI Platforms) for a contract engagement with one of our renowned IT clients. The role focuses on leading onboarding, support coordination, and end-to-end delivery for the Group AI Platform.

You will oversee onboarding requests, capture requirements, manage issues across engineering and platform ops, track SLAs, and drive continuous improvement with demos, playbooks, and dashboards.

Qualifications

• Bachelor's degree or above in CS/SE/IS or related field.
• 5+ years’ experience as a Project Manager / Business Analyst delivering software products end-to-end.
• Experience in complex enterprise environments.
• Experience in support operations and user-facing service mindset.
• Strong ability to handle high-volume inbound queries with structured triage.
• Comfortable dealing with ambiguity and multiple parallel requests.
• Calm, solutions-led approach for escalations.
• Ability to elicit requirements and document outcomes clearly.
• Proficiency with Agile methods and tooling (JIRA, Confluence).

Responsibilities

• Monitor and manage the Group AI Platform Teams support channel.
• Respond to user questions, troubleshoot first-line issues, and route queries to the right resolver groups.
• Ensure good user experience through clear, timely, and structured communications.
• Act as the primary point of contact for onboarding/migration requests.
• Engage users to understand objectives and guide onboarding requirements and platform capabilities.
• Capture onboarding inputs and translate into actionable requirements and next steps.
• Log, track, and chase bugs/issues across engineering and platform teams.
• Track onboarding and support requests end-to-end and provide status updates to stakeholders.
• Maintain and improve onboarding artefacts: FAQs, templates, playbooks, intake forms, dashboards.

Skills

Project management

Business analysis

Agile

JIRA

Confluence

Stakeholder management

Communication

Education

Bachelor's degree in CS/SE/IS

Tools

JIRA

Confluence

Job description

Job Description

We provide end-to-end IT solutions and services including Applications services, Data & Analytics services, AI/ML Technologies and Professional services in the UK and EU market.

We are looking for CTOp(AI Platforms) role for one of our renowned IT clients in Krakow, Poland. This is a contract role.

• • Monitor and manage the Group AI Platform Teams support channel.
• • Respond to user questions, troubleshoot first-line issues, and route queries to the right resolver groups.
• • Ensure good user experience through clear, timely, and structured communications.

2. Onboarding and access request coordination (end-to-end)

• • Act as the primary point of contact for onboarding/migration requests.
• • Engage users to understand what they’re trying to achieve and guide them through onboarding requirements, steps, and platform capabilities.

3. Structured discovery & requirement capture

• • Capture key onboarding inputs: use cases, data needs, model type, environments, access requirements, governance approvals, and non-functional needs.
• • Translate “we need onboarding” into a clear, actionable set of requirements and next steps.

4. Bug/issue management and follow-up

• • Log, track, and chase bugs/issues across engineering, platform ops, and dependent teams.
• • Drive progress, unblock dependencies, and ensure closure with appropriate user comms and documentation.

5. Operational tracking, SLAs, and stakeholder updates

• • Track onboarding and support requests end-to-end (ageing, blockers, ETA).
• • Provide regular status updates to stakeholders and users, managing expectations and keeping work moving at pace.

6. BAU process improvement & enablement

• • Maintain and improve onboarding artefacts: FAQs, templates, playbooks, intake forms, and dashboards.
• • Identify recurring issues/themes and propose fixes to reduce friction and cycle time.
• • Support user enablement through demos, knowledge sharing, or short “how-to” walkthroughs.

Requirements

• • Maintain and improve onboarding artefacts: FAQs, templates, playbooks, intake forms, and dashboards.
• • Identify recurring issues/themes and propose fixes to reduce friction and cycle time.
• • Support user enablement through demos, knowledge sharing, or short “how-to” walkthroughs.

1. 1. Bachelor’s degree or above, majored in Computer Science / Software Engineering / Information Systems or related discipline.
2. 2. Career background primarily in the software/technology industry.
3. 3. 5+ years’ experience as a Project Manager / Business Analyst delivering software products/projects end-to-end, preferably in complex enterprise environments.
4. 4. Support operations & user-facing service mindset
   • • Strong ability to handle high-volume inbound queries with structured triage and timely responses.
   • • Comfortable dealing with ambiguity and multiple parallel requests.
   • • Calm, solutions-led approach when handling escalations or delays.
5. 5. Business analysis & requirements engineering
   • • Ability to elicit requirements via 1:1s or lightweight workshops and document outcomes clearly.
   • • Produce good-quality artefacts: problem statements, scope, assumptions, dependencies, process flows, user stories, and acceptance criteria.
   • • Strong attention to detail—spot missing approvals, unclear scope, and dependency risks early.
6. 6. Delivery coordination & ownership mindset
   • • Own requests from intake to closure: triage, prioritisation, tracking, and completion with planning mindset to handle the cases and requirements.
   • • Manage RAID (risks, assumptions, issues, dependencies) and keep actions moving across teams.
   • • Comfortable driving trade-offs (scope vs timeline vs risk) and escalating appropriately.
   • • Take lead to drive the project related enhancements and gathering relevant requirements for internal feature / capcbility of Group AI Platform
   • • Confident engaging users, engineers, and governance partners; able to influence without formal authority.
   • • Provide crisp updates: current status, blockers, next steps, ETA/SLA expectations.
   • • Able to manage prioritisation conflicts professionally and transparently.
7. 8. Agile ways of working & tooling
   • • Strong JIRA skills: epics/stories, workflow tracking, prioritisation, dashboards, reporting.
   • • Strong Confluence (or similar) skills: playbooks, FAQs, templates, decision logs, knowledge articles.
8. 9. Metrics, SLA visibility & continuous improvement
   • • Define and track operational KPIs (lead time, throughput, ageing, rework, first-time-right).
   • • Build clear reporting for stakeholders (weekly dashboards/pipeline views/root-cause themes).
   • • Use data and feedback loops to improve onboarding and support processes (Lean mindset).