We’re expanding our TechOps Team at Octopus Electric Vehicles and we’re looking for a TechOps Manager to lead our team of Systems Analysts, oversee our fast-paced support desk and manage our systems.
Responsibilities
- Hybrid ecosystem oversight: Manage the triage, investigation and resolution of support tickets across both internally developed bespoke applications and external SaaS tools.
- Internal SLA accountability: Establish, monitor, report and be responsible for team adherence to internal Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to support core business functions relating to support desk services
- Escalation path management: Act as the senior escalation point for complex technical issues or incidents, ensuring a rapid resolution to minimise disruption to the business
- SaaS Vendor management: Monitor and manage external vendor performance, lead on escalations during third-party disruptions / outages and hold SaaS providers accountable to their respective SLAs. Own the renewal and approval process for suppliers on annual contracts.
- Feedback loop to Product/Engineering: Analyse support ticket trends to flag systemic bugs and UX bottlenecks with self-built apps and provide this feedback to Product and Engineering teams to support ongoing improvements
- SaaS enhancement: Track SaaS vendor release notes and updates to proactively assess operational opportunities and work with key stakeholders and the systems analysts to deliver these changes
- Team development: Mentor and upskill our team of Systems Analysts ensuring they have a deep understanding of the technology stack, how our platform delivers leasing and the latest changes in the technology landscape
- Knowledge base ownership: Lead the team to maintain a comprehensive, accessible internal knowledge base containing clear troubleshooting workflows, pathways for escalation, workarounds and standard operating procedures
Requirements
- Proven experience managing a support team and service desk within a hybrid software environment (SaaS tools + bespoke in-house software)
- Experience with Google Workspace, Slack and cloud telephony as well as macOS and Windows operating systems
- Strong understanding of ITIL principles or similar support services frameworks
- Familiarity with support ticketing systems
- Vendor management and renewal negotiations
- Excellent stakeholder management skills with the ability to bridge communication gaps between non-technical business users and technical colleagues
- Technical understanding of cloud-based architecture where integration has been achieved through a mix of native integration, APIs, webhooks and low/no-code automation tools
- Proven track record of delivering efficiencies and implementing process improvements
- Comfortable with our approach of freedom and responsibility; we’re a fast moving business and we do everything we can to reduce blockers for our teams
Benefits
- Octopus Electric Vehicles , part of the Octopus Energy Group, won the Sunday Times best company to work for in 2024. We were named 6th out of the top 100 start-ups to work for by Tempo in 2025 and on Glassdoor we were voted 50 best places to work in 2022 . Our Group CEO, Greg has recorded a podcast about our culture and how we empower our people
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TechOps Manager employer: NextGenEnergyJobs
As an Enterprise Architect Director at our company, you will thrive in a dynamic and innovative environment that champions professional growth and collaboration. We offer competitive benefits, a culture that values diversity and inclusion, and opportunities to lead transformative projects that shape the future of Enterprise AI. Join us in a location that fosters creativity and connection, where your leadership will directly impact our success and the satisfaction of our clients.
