At a Glance
- Tasks: Lead tech support for CRM and PMA, ensuring smooth operations and resolving complex issues.
- Company: Join Fifty5Blue, a global leader in media measurement and analytics.
- Benefits: Enjoy a hybrid work model, competitive salary, and a focus on your wellbeing.
- Other info: Inclusive culture that values diversity and encourages applications from all backgrounds.
- Why this job: Be part of a major transformation and make a real impact in the tech world.
- Qualifications: 7+ years in software engineering or production support, with strong troubleshooting skills.
The predicted salary is between 60000 - 80000 £ per year.
Fifty5Blue is a global leader in media measurement and analytics, operating in more than 80 countries. We bring clarity to complexity. Our independent, hybrid cross-media audience measurement combines trusted audience panels with large-scale data to establish a single, coherent view across platforms and markets. This gives content owners, advertisers, agencies and platforms the clarity and confidence to develop content and plan advertising decisively.
Overview
Fifty5Blue is undertaking a major transformation of its Audience operations. We are redesigning our global operating model and processes, enabled by the rollout of a new global CRM platform (Microsoft Dynamics 365 – Customer Service and Field Service) and a panellist-facing application (the Panel Member App, PMA). This programme will fundamentally reshape how we engage, manage, and scale our panel community—improving data integrity, operational efficiency, and the overall panel member experience. The PMA is an internally developed solution, and both platforms are being delivered in partnership with a third-party systems integrator. As part of this transformation, we are building a global L1/L2/L3 support capability to ensure stability, performance, and adoption across markets.
Key Responsibilities
- Lead management, development and day-to-day L2/L3 support operations across CRM, Panel Member App and integrations in a live production environment.
- Drive incident triage, prioritisation and resolution across a high-volume, reactive operational landscape (e.g. call centre and field operations).
- Diagnose and resolve complex issues across distributed systems (CRM, mobile, APIs, backend and data layers), using logs, monitoring tools and telemetry, and perform root cause analysis across application, integration, data, infrastructure or security domains.
- Act as the primary technical interface with the systems integrator (Vendor Team), diagnosing issues and coordinating timely, high-quality fixes across platforms.
- Engage with operational teams, Product Owners and regional stakeholders to prioritise issues and communicate clear root causes, business impact and resolution actions.
- Support release cycles and environment stability across Dev, QA, UAT and Production, identifying and resolving issues arising from deployments.
- Ensure platform stability, performance and consistency during global rollout and post-deployment stabilisation.
- Shape and enforce development standards, code quality patterns, documentation practices, and the responsible use of AI‑assisted tooling.
- Lead and mentor a Senior Developer (1 FTE) and an external support team (~6 FTE), building strong capability in diagnostics, troubleshooting and cross‑system analysis.
- Drive continuous improvement in support processes, tooling and operational performance, including effective use of monitoring and observability tools.
Requirements
Experience & Leadership
- 7+ years’ experience in software engineering or production support, including experience leading L2/L3 support teams.
- Proven experience operating in live, business‑critical production environments.
- Strong experience in L2/L3 support within complex, distributed systems.
- Exceptional diagnostic and troubleshooting capability across multi‑system environments.
- Experience operating in reactive, high‑volume operational environments (e.g. customer‑facing platforms, call centre or field operations).
- Strong experience troubleshooting Microsoft Dynamics 365 and Power Platform environments.
- Experience working with integration architectures (REST APIs, GraphQL, event‑driven systems).
- Exposure to mobile applications (iOS/Android) and operational platforms such as telephony or field service systems.
- Experience using monitoring, logging or observability tools in production environments.
Technical Breadth
- Broad understanding of applications, data, infrastructure and security domains in enterprise systems.
- Experience working in complex environments combining modern and legacy technologies.
Working Model
- Experience working with third‑party systems integrators in delivery and support models.
- Ability to operate effectively across distributed, cross‑functional global teams.
Communication & Capability
- Strong communication skills, with the ability to clearly explain technical issues to both technical and non‑technical stakeholders.
- Strong analytical and problem‑solving skills.
Nice to Have
- Experience supporting Dynamics 365 at scale in multi‑market environments.
- Experience with observability and monitoring frameworks.
- Experience in large‑scale transformation or platform rollout programmes.
Languages
- English (Advanced – Mandatory).
We’re dedicated to creating an inclusive culture and value the diversity of our people, clients, suppliers and communities, and we encourage applications from all backgrounds and sections of society.
Tech Support Lead – CRM & PMA employer: Fifty5Blue
Fifty5Blue is an exceptional employer that prioritises employee wellbeing and inclusivity, fostering a flexible work culture that adapts to individual needs. With a strong commitment to professional growth, employees benefit from opportunities to lead transformative projects in a dynamic environment, all while being part of a global leader in media measurement based in the vibrant city of London. Join us to be at the forefront of innovation and make a meaningful impact in the media landscape.
StudySmarter Expert Advice🤫
We think this is how you could land Tech Support Lead – CRM & PMA
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Fifty5Blue values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Fifty5Blue might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Fifty5Blue!
✨Direct Apply to Fifty5Blue
Let's not forget to apply directly through the Fifty5Blue website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Tech Support Lead – CRM & PMA
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Fifty5Blue.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Fifty5Blue. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Fifty5Blue
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
