Technical Operations Lead

🔥 14 hours ago

🇹🇭 Thailand – Remote

⏰ Full Time

🟠 Senior

⚙️ Operations

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Trustonic

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2012

🚘 Automotive

💼 Consulting

🏥 Healthcare

Automotive • Consulting • Healthcare

Trustonic is a global leader in device-locking technology, offering secure solutions for the mobile, automotive, and IoT industries. Their Telecoms Platform provides sophisticated device-locking capabilities to protect revenue and reduce risk for mobile network carriers, retailers, and financiers. Trustonic’s Secure Platform gives automakers, OEMs, and IoT vendors the confidence to innovate and meet industry standards. Founded in 2012 by ARM, Thales, and G&D, Trustonic combines deep security expertise with real-world experience and certification to deliver top-notch security for billions of devices. Its mission is to connect smartphones and secure devices across various platforms like Android, iOS, and automotive OS.

📋 Description

• Lead and empower the Technical Operations team • Lead, coach and mentor Technical Operations Engineers • Manage daily workloads, prioritisation and resource allocation • Monitor SLAs, KPIs and operational performance, identifying issues and improving results • Act as the primary contact for operational escalations • Coordinate complex troubleshooting with Technical Support • Report operational performance, key issues and improvement opportunities to senior management • Ensure adherence to processes, SOPs and operational standards • Oversee device testing and certification workflows • Ensure provisioning, configuration, account creation and maintenance checklists and SOPs are accurate and followed • Support testing of new product releases • Work with Technical Support and Process Optimisation teams to improve efficiency • Introduce scalable, digital-first processes and automation • Explore and adopt GenAI tools to improve workflows and productivity • Maintain operational documentation and consistent team adoption • Ensure customer service requests are handled accurately and within agreed SLAs • Provide customer updates and manage expectations during resolution • Communicate technical information to customers and internal stakeholders • Create, maintain and improve knowledge articles and customer-facing documentation in Confluence, Zendesk and other knowledge platforms • Apply Knowledge Centred Support principles • Support handovers between Technical Operations and Technical Support teams

🎯 Requirements

• Experience in technical operations, provisioning, technical support or a similar operational environment • Experience leading, mentoring or managing a technical operations or support team • Experience managing SLAs, KPIs and operational performance • Experience working with high-volume service requests or ticket queues • Experience working within a SaaS or technology environment • Experience with SQL databases, APIs, Git, Linux, SSH keys and certificates • Basic scripting knowledge using Bash and/or Python • Experience using JIRA, Zendesk and Confluence • Strong understanding of operational processes, documentation and knowledge management • Excellent communication skills, with the ability to explain technical issues clearly to different audiences • Strong problem-solving and organisational skills • Ability to prioritise effectively and manage competing workloads • Strong coaching, mentoring and team leadership skills • Fluent English, both written and spoken • Bachelor’s Degree or equivalent experience • Experience with device testing, certification, provisioning or customer lifecycle processes would be highly beneficial • Experience working with mobile technologies or mobile devices would be advantageous • Experience with mobile device testing and certification • Experience with device provisioning or configuration • Knowledge of Knowledge Centred Support (KCS) methodologies • Experience introducing automation or digital-first operational processes • Experience using AI or GenAI tools to improve operational efficiency • Experience working within a global, distributed technology organisation

🏖️ Benefits

• Competitive compensation • Bonus scheme to share in our success • Private medical insurance for you from day one • Remote working arrangements to support your lifestyle • Open holiday policy with no upper limit • Support for volunteering and causes that matter to you • Professional development and career progression opportunities • Exposure and interaction with global teams • Commitment to diversity, equity, and inclusion • Collaborative environment where your voice is valued and your wellbeing is prioritised • Opportunity to work on technology that drives global economic inclusion