Technical Operations Specialist – Second Line Support (internal)

Technical Operations Specialist

We're seeking two Technical Operations Specialists to join our Second Line Support team! This role is crucial in enhancing our operational capabilities and providing additional high-quality support to internal and external stakeholders. You'll deal with longer term operational work whilst looking to improve automation and workflows for high priority clients and prospects.

Day to day, your responsibilities will include:

• Manage complex issues: Handle complex cases from Internal and External stakeholders
• Act as an escalation point: Take issues that can't be handled by Cybercrime Analysts and run them to conclusion.
• Work proactively to improve Netcraft's services for strategic accounts: Enhancing automation and improving the quality and responsiveness of Netcraft's support for P0 and P1 customers and prospects.
• Enhance documentation: Assist Tech Ops Leadership with keeping documentation and SOPs up to date.
• Drive process improvement: Identify opportunities for automating tasks, streamlining processes, and optimising workflows.

This role is open to applicants from all regions. Please be aware that due to the nature of this role, team members will be expected to:

• Maintain typical working hours having at least 50% overlap with UK business hours.
• Attend global team meetings on a fixed weekly cadence, which may occur outside of normal working hours depending on your region.

In addition to competitive pay reviewed yearly, you'll continue to enjoy all your existing Netcraft benefits!

To be successful, you'll need:

• Deep knowledge of Netcraft's systems and how they interact with each other;
• Ability to diagnose and resolve complex operational issues;
• Capability to look at datasets, discover trends and then present those findings in a digestible way to stakeholders;
• Ability to make confident and considered decisions and know when to escalate problems;
• Attention to detail, adaptability, and strong intellectual and commercial curiosity;
• An analytical and solution-focused approach to problem solving;
• Excellent communication skills with a high standard of written English;
• Ability to empathise with users and provide clear explanations to complex or contentious issues;
• Proven track record in handling complex customer requests;
• Ability to engage with people in a friendly, helpful, and professional way;
• Self-motivation and an ability to work independently on longer term tasks.
• Strong prioritization and self-organization skills. You can manage your work load with minimal oversight and you ensure you're always working on the most impactful task when competing priorities emerge.

Diversity, Equity and Inclusion

This is very important to us and through our ally network we actively support under-represented groups. We seek to maintain a working environment that is free from bias, harassment or discrimination and we encourage candidates from any background to apply, regardless of their gender, gender identity, sexual orientation, race/ethnicity, ability/disability, age, religion, or any other specific characteristics. We're happy to make reasonable adjustments to our hiring process to ensure that everyone can participate fully and comfortably.