Technical Operations Manager

Hybrid Working 3 days per week on site - East Croydon

We're partnering with an established technology organisation seeking a Technical Operations Lead to lead a high-performing support function and play a key role in the delivery, stability and continuous improvement of business-critical systems and services.

This role offers the opportunity to combine people leadership with hands‑on technical involvement, making it ideal for someone who has progressed through Application Support, Technical Support, Product Support or Technical Operations and enjoys solving complex problems whilst developing teams.

The Role

As Technical Operations Lead, you'll be responsible for leading, coaching and developing a team of technical support professionals, whilst acting as a senior escalation point for complex incidents and operational issues.

You'll work closely with stakeholders across the business to ensure high levels of service delivery, drive operational improvements and maintain the reliability of customer‑facing systems and applications.

Key responsibilities include:

• Leading and developing a technical support team through coaching, mentoring and performance management
• Acting as an escalation point for complex technical issues and major incidents
• Managing Incident, Problem and Major Incident processes
• Driving Root Cause Analysis and service improvement initiatives
• Monitoring operational performance, KPIs and SLA adherence
• Supporting technical investigations across applications, integrations and services
• Building strong relationships with technical and non‑technical stakeholders
• Identifying opportunities for automation, efficiency and process optimisation

About You

We're particularly interested in candidates from backgrounds such as:

• Technical Operations Manager / Lead
• Application Support Manager / Lead
• Technical Support Manager / Lead
• Product Support Manager
• Service Operations Manager

You'll ideally have:

• 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
• A passion for developing people and improving services
• Experience operating within SLA‑driven environments
• Strong stakeholder management and communication skills

Technical Experience

Exposure to some of the following would be highly beneficial:

• SQL and database troubleshooting
• API troubleshooting and integrations
• Application Support or Production Support
• Log analysis and technical investigations
• Monitoring and alerting tools
• SaaS or technology‑led environments
• Networking fundamentals including DNS, TCP/IP and VPNs

Why Apply?

This is an opportunity to join a growing organisation where you'll have genuine influence over the direction of the support function, work alongside senior leadership and help drive operational excellence across a complex technology environment.