<p><em><strong>A bit about the team and what you'll deliver...</strong></em></p><p>We’re looking for a <strong>Technical Operations Lead</strong> to lead and empower our Technical Operations team, ensuring the seamless, efficient and accurate execution of testing, provisioning and service requests that support the day-to-day lifecycle of <a href="https://himalayas.app/companies/trustonic">Trustonic</a> customers.</p><p>Reporting to the Head of Technical Support you'll lead a team of Technical Operations Engineers, making sure operational tasks are completed accurately, efficiently and within agreed SLAs.</p><p>You'll work closely with Technical Support and Process Optimisation teams to improve processes, introduce automation and GenAI solutions, and create a more scalable and efficient operational environment.</p><p>This is a hands-on leadership role where attention to detail, technical problem-solving and operational excellence are key to delivering a great customer experience.</p><p>As the <strong>Technical</strong><strong>Operations Lead</strong>, you will:</p><h3>Team leadership &amp; operational excellence</h3><ul> <li>Lead, coach and mentor the Technical Operations Engineer team, creating a culture of accountability, learning and continuous improvement.</li> <li>Manage daily workloads, prioritisation and resource allocation to ensure service requests are completed efficiently.</li> <li>Monitor SLAs, KPIs and operational performance, identifying issues and taking action to improve results.</li> <li>Act as the primary point of contact for operational escalations, coordinating with Technical Support where more complex troubleshooting is required.</li> <li>Provide clear reporting and insights to senior management on operational performance, key issues and improvement opportunities.</li> <li>Ensure the team consistently follows agreed processes, SOPs and operational standards.</li> </ul><h3>Device testing, certification &amp; provisioning</h3><ul> <li>Oversee device testing and certification workflows, ensuring work is completed accurately and on time.</li> <li>Ensure operational checklists and SOPs for provisioning, configuration, account creation and maintenance are accurate and consistently followed.</li> <li>Support testing of new product releases and help ensure the team remains up to date with <a href="https://himalayas.app/companies/trustonic">Trustonic</a> products and technologies.</li> <li>Understand how operational activities impact the wider customer and production lifecycle.</li> <li>Maintain a high level of attention to detail, recognising the importance of accuracy across device testing and customer operations.</li> </ul><h3>Process improvement &amp; automation</h3><ul> <li>Work with Technical Support and Process Optimisation teams to identify opportunities to improve operational efficiency.</li> <li>Help introduce scalable, digital-first processes and automation to reduce manual effort.</li> <li>Explore and adopt GenAI tools that