TRG Screen - Engineering Ops Lead
Requirements
• 5+ years of professional software engineering or production engineering experience with an enterprise-grade stack. • Demonstrable experience in a production support, operations, or SRE context across complex systems. • Strong diagnostic skills – able to investigate and resolve deep technical issues quickly and calmly under pressure. • Experience producing delivery reporting and operational metrics (ticket volumes, MTTR, SLA adherence). • Data-driven approach to identifying patterns and driving systemic improvements. • Strong written and verbal communication skills; comfortable with technical and non-technical audiences. • Preferred • Preferred • Experience leading or managing a small team. • Experience building or centralising a support function, including defining process and tooling. • Familiarity with AI tooling for operations – log analysis, anomaly detection, or LLM-based triage. • Background in financial services, market data, or a regulated technology environment. • Exposure to cloud platforms (Azure or AWS) and CI/CD practices. • Familiarity with support tooling (e.g. Jira Service Management, PagerDuty, or equivalent). • TRG Screen is committed to protecting your privacy and handling your personal information responsibly. Information you provide during the recruitment process will be collected, processed, and stored in accordance with our Privacy Policy. • We encourage all applicants to review our Privacy Policy to understand how we collect, use, and protect your personal data throughout the recruitment process. Our Privacy Policy is available at: www.trgscreen.com/privacy-policy. • By submitting an application, you acknowledge that you have read and understood our Privacy Policy.
Responsibilities
• Support ownership – Own end-to-end L3 production support across six products, acting as the final escalation point. Lead triage, enforce SLAs, and be hands-on when it counts. • Data & automation – Track support patterns to identify recurring issues and automation opportunities. Drive toil reduction and use data to make the case for engineering fixes that prevent future tickets. • Delivery reporting – Produce regular reporting for the Engineering Leadership covering ticket volumes, resolution times, SLA adherence, and automation outcomes. • AI – Actively adopt AI tooling to accelerate diagnosis, automate triage, and build smarter runbooks. • People leadership – Manage and develop a small team through 1:1s, timely feedback, and career development. Foster a blameless, learning culture. • Process & collaboration – Continuously improve the L3 support process. Work closely with product engineering teams to feed issues back into development backlogs, and with Client Success on incident communication. • Incident response: Serve as member of the incident response team for production incidents, leading diagnostics and technical investigations.
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