Technical Operations Lead

Role Title: Technical Operations Lead

Reports to: Director of Technical Operations

Location: London Paddington (Hybrid)

Role Summary

The Technical Operations team at VIOOH is responsible for the deployment, maintenance, and client-facing support of our various in-house SaaS platforms which provide service to multiple markets worldwide. The successful candidate for this role will take the day-to-day lead in ensuring that all in-scope operations are delivered smoothly, on time, and within SLA, and that processes and procedures are continually reviewed and optimised.

Main Responsibilities

Support the Director of Technical Operations in the operation and service management of our global, 24*7 business
Oversee handling of incident/outage situations, and work to drive down incident frequency
Manage escalations and relationship management at senior level with key stakeholders
Contribute to and progress our ongoing strategy to achieve industry best practice in ITSM based around ITILv4
Ensuring that best-fit process and tooling exists for all departmental processes
Streamline delivery, deployments, change/release, and post-change testing
Measuring, reporting on, and ensuring adherence to SLAs

Skills & Qualifications:

This is a "needs-must" based, partially "hands on" role, and you should occasionally expect to execute an SQL query, fire an API request, manipulate JSON/XML, perform simple scripting in Bash/Python, do DNS queries, interpret log files, and be able to parse configuration files.

As such, you should expect to have a basic working knowledge of:

SQL Databases (MySQL preferred) and interfaces to them
The Linux operating system, navigating filesystems, performing basic tasks
General networking, IP addressing and subnet masks, TCP/IP, UDP, ICMP
The OSI model, including protocol knowledge such as HTTP(S), SSH, SFTP etc
Cloud hosting services (AWS preferred), firewalls, and best practices in IT security
API's and tools like postman/test studio as well as the ability to script tools that talk to API's
Data manipulation tools like grep/awk/sed and the appropriate libraries in Python

In addition to which, you should bring:

Practical, hands-on, technical experience in high pressure operational environments
ITILv4 foundation certification,with at least three years experience working with ITIL
Advanced experience in Jira, Jira Service Management, and other Atlassian suite tools
Experience working in agile environments, with varying degrees of uncertainty

Person Specification:

You are a tenacious, enthusiastic technologist, with a strong operational background
You have a genuine thirst for excellence, with no issue observed and passed by, and no opportunity for improvement unconsidered
Your excellent eye for detail means that very little is missed, and that potential lateral issues are anticipated.
You are passionate about customer service and strive for excellence in everything you do
You have the ability to step back and look at many moving parts from afar
You apply critical thinking skills and complex problem solving techniques to identify and apply innovative solutions to complex problems
You demonstrate excellent written and verbal communication skills
You take ownership of problems and initiatives and work autonomously to completion

VIOOH focuses on Digital Media, Programmatic Buying, Digital Marketing, and Out Of Home Advertising Market. Their company has offices in London. They have a mid-size team that's between employees.
You can view their website at or find them on LinkedIn.

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