Technical Operations Expert

We are seeking a highly skilled Technical Operations Specialist to join our Control Room team. This role will play a vital part in managing ongoing escalations and investigations, ensuring seamless communication with partners and management during issue resolution, conceptualizing new operational flows and guaranteeing the seamless operation of all company products.

The ideal candidate will have at least 3+ years of experience in similar roles in 2nd and 3rd level Technical support, IT Analyst, Monitoring roles etc. They should be able to successfully detect root cause of incidents reported and provide analysis of the solution design on a high level.

A product-oriented mindset is essential for this role. The candidate should not focus on the immediate solution only, but bring long-term risk prevention and mitigation strategies.

• Operational Ownership: Take full ownership of high-level monitoring for the company's operations, ensuring smooth and efficient processes across the business.
• Incident Management & Resolution: Lead the management of escalations and incidents, driving swift resolutions and minimizing impact on business operations.
• Problem-Solving & Innovation: Conduct in-depth technical investigations and collaborate in designing solutions that address complex challenges and improve system performance.
• Data-Driven Insights: Leverage data analysis to validate hypotheses, uncover insights, and identify optimization opportunities that drive operational excellence and incident prevention.
• Strategic Project Leadership: Play a pivotal role in supporting and leading strategic and operational projects that shape the direction and efficiency of the business.
• Continuous Improvement: Proactively identify and implement key improvements in our product and tech systems from an operational perspective, making a tangible impact on performance.
• Tool & Process Development: Work closely with the operations team to build, implement, and refine tools and processes that drive efficiency and streamline workflows.
• Effective Communication: Manage internal and external communication effectively, collaborating across teams to ensure seamless issue resolution and clear, transparent updates.

• You bring at least 3+ years of experience in similar roles in 2nd and 3rd level Technical support, IT Analyst, Monitoring roles etc.
• You are able to successfully detect root cause of incidents reported and provide analysis of the solution design on a high level.
• You bring a product-oriented mindset: You do not focus on the immediate solution only, but you are bringing long-term risk prevention and mitigation strategies.
• You feel comfortable with investigating into complex SQL queries and relational databases.
• You can develop strategies to predict, prevent, and address potential technical and operational bottlenecks and inefficiencies.
• As a big plus, you have already worked with Jira and Prometheus, Grafana, New Relic or other monitoring tools.
• You are able to collaborate with cross-functional teams to diagnose and resolve incoming technical issues, ensuring minimal disruptions to business operations.
• Your English is fluent, and you are able to unravel complexity in a simple and understandable manner.
• You are analytical, independent and tech-savvy.
• You are comfortable with fast-paced environments and heavy context switching.

• Workplace:
• We are a remote-first, globally present company with our HQ in Berlin.
• We are aiming to hire a professional based in Berlin/Germany and SEA region.

Join us in shaping the future of travel and building the largest global network of transport providers and retailers.