Technical Operations Lead

- Line manage the TechOps engineers, setting expectations, running regular 1:1s, conducting performance reviews, and holding the team accountable. - Define and document diagnostic workflows, escalation procedures, runbooks, and SOPs for consistent issue resolution. - Own the Jira Cloud Service Desk ticket pipeline, ensuring proper logging, categorization, prioritization, and root-cause documentation. - Identify skills gaps in the team and provide mentorship, training, and hands-on guidance. - Report on TechOps performance to the COO, covering uptime, resolution times, recurring issues, and improvement initiatives. - Own and improve monitoring, alerting, and device management platforms to identify degradation proactively. - Lead configuration, deployment, and lifecycle management of IoT devices including ANPR cameras and networking hardware. - Drive preventative maintenance strategies to reduce reactive work volume. - Lead root-cause analysis on recurring issues, producing post-incident reports for systemic fixes. - Ensure the maintenance of accurate inventory records for all devices, ensuring compliance and security policy requirements. - Own the network infrastructure across all sites, managing routers, VPNs, port forwarding, DHCP, and DNS. - Standardize network configurations and maintain deployment templates for documentation consistency. - Troubleshoot end-to-end enforcement workflows, acting as the escalation point for complex issues. - Evaluate and recommend infrastructure changes, hardware, vendors, or architecture as needed. - Act as the technical lead for new site installations, overseeing network design and system configuration. - Own technical acceptance testing before go-live and provide technical direction to contractors.