Technical support Team Lead

Job Description

Orca AI is seeking an experienced and motivated Tech Ops Manager to lead and oversee the dynamic and challenging operations that provide critical technical support to customers. If you're ready to make a significant impact on the future of the maritime industry, lead a talented team, and thrive in a collaborative environment, this position is perfect for you!

Role Overview

The Tech Ops Manager at Orca AI will be responsible for managing the lifecycle of deployed systems, including hardware, software, and networking components. This leader will ensure smooth operations, continuous improvement, and collaboration across various teams to align with business goals.

Key Responsibilities

Leadership and Team Management:

• Lead, mentor, and manage a team of TechOps specialists. Foster a culture of excellence, collaboration, and continuous learning.
• Systems Monitoring:: Oversee the monitoring of organizational systems to ensure peak performance and early detection of potential issues. Implement strategies for collecting performance data, setting up alerts, and analyzing system logs to identify and mitigate root causes.
• Process Automation: Drive the automation of processes and tasks to enhance operational efficiency and reduce error rates. Manage automation efforts involving software deployments, system updates, backups, and performance monitoring.
• Technical Support Oversight: Ensure high-quality technical support is provided to customers worldwide. Act as an escalation point for complex technical issues and guide the team in troubleshooting.
• Collaboration: Collaborate closely with development, DevOps, QA, and product management teams to align systems management with business objectives. Support cross-functional teams and provide expertise for technical challenges.
• Deployment Management: Oversee software deployments and ensure they are executed smoothly and within set timelines.
• Customer Interaction: Maintain a customer-centric approach, ensuring high levels of satisfaction and timely resolution of issues.
• Strategy and Process Improvement: Develop and implement strategies for continuous process improvements and team development.
  
  

• Experience: at least 3 years in similar management/leading role and previous experience of 5+ years in a relevant role (integrator, NOC engineer, network engineer, IT, or TechOps leadership).
• Technical Expertise: Strong understanding of technologies, operating systems, networking, and systems management.
• Linux Proficiency: In-depth knowledge of Linux systems and proficiency in CLI commands.
• Communication Skills: Excellent English, both written and verbal.
• Leadership Abilities: Proven leadership and team management experience.
• Problem Solving: Strong diagnostic and problem-solving skills with remote troubleshooting capabilities.
• Customer Orientation: Ability to drive client satisfaction and maintain high standards.
• Independence: Self-motivated and able to work independently while handling multiple priorities.
  
  

• Network Infrastructure Experience: Familiarity with deploying, managing, and troubleshooting network infrastructure.
• Server Hardware Knowledge: Experience with server hardware configurations and maintenance.
• Maritime/Defense Background: Experience in the maritime, navy, or intelligence sector.
• Automation Tools: Knowledge of automation tools such as Ansible.