Sr. TechOps Lead at FrankieOne

TechOps, Melbourne or Sydney melbourne sydney
Posted 20 days ago

We are looking for a Technical Operations Lead to join our team and to help with getting our customers on board and helping them use our products to the best effect. You will provide day-to-day leadership to our Splunk Cloud TechOps team. You will be jointly responsible for leading all aspects of the operational infrastructure and delivery of Splunk’s SaaS customer-facing systems. You’ll be responsible for building and running our distributed systems at scale in production, supporting and supervising our rapidly growing platform. You'll utilize metrics to plan, implement, automate, and continually improve processes that lead to an improvement in overall MTTR. We're looking for someone to bring a fresh approach to problems of all shapes and sizes and help us build an outstanding Frankie TechOps team.

Our managed financial systems aggregation platform offers up services as RESTful APIs,  embeddable web components and a user portal, so you’ll need to be able to work with integration engineers and business users alike. 

  • An aptitude for digging into complex technical problems, working through processes, logs and code to get to that “Aha! Gotcha!” moment. 
  • 2-4 years in a hands-on leadership position
  • Experienced in Systems Administration or Technical Operations
  • Strong knowledge of and experience with config management
  • Collaborative with outstanding social and interpersonal skills
  • Calm and collected in stressful situations, such as a major service outage
  • Take charge personality, and the ability to drive a plan to completion
  • Comfortable working in a dynamic environment with a highly technical team
  • Demonstrated attention to detail, follow-through, and the ability to prioritize quickly is vital.
  • Hands-on experience maintaining and solving Linux environments using the command line to  manage your day-to-day  
  • Worked with logging/monitoring tools like AWS Cloudwatch, Datadog, ELK stacks or similar to really drill into issues.  
  • Be able to query databases to dig further into data, with exposure to traditional SQL and NoSQL databases will be a definite plus. 
  • Some scripting skills that will allow you to automate investigations as you go
  • Solve issues and participate in on-call support, ensuring stability and performance of the Frankie environment
  • Supervise and coordinate customer incidents from detection to resolution
  • Drive automation and software-defined approaches to reliability and availability as well as change management
  • Work closely with various groups within Operations to drive efficiencies including authoring of internal tools, runbooks, and advising on standard methodologies
  • Work with customers to help identify and capture issues and drive the  resolution process to completion
  • Work with the engineering team to help identify and address common problems for customers and yourself - you will have real input to the product and our roadmap 
  • Work with third-party developers to help them integrate into our platform, and provide feedback on how best to use our service. 
  • Work as part of the implementation team to help onboard new customers and ensure they’re set up correctly. 
  • Create and enhance existing playbooks for your colleagues, both current and future, on how to trace and solve problems. 
  • Coordinate all TechOps engineers and ensure all duties and tasks are being performed expertly and effectively during each shift
  • Mentor and coach new team members
  • Provide incident and critical issue lead responsibilities, contribute to post-incident reviews and follow through with action plans
  • Represent the TechOps team in meetings regarding process changes and recommendations on new procedures and executions
  • Work with your peers across the organization to handle customer critical issues, incidents, or dependent release activities
  • Act as a liaison between Operations, Customer, Product, Development and leadership for new processes, tools and knowledge transfers

In your first month, we will give you the full induction so that you understand the company culture, the product, the system and your team. We will ensure that you have all the tools that you need to be successful. 

From there you’ll start to take on more and more customer interactions, working to assist them with onboarding and ongoing issues, and driving innovations within the TechOps team

In 3 months you’ll be able to actively handling customer enquiries on our most important customers, and managing the day-to-day work of the TechOps teams. You’ll be writing your own run books and be regularly providing feedback to the product and engineering teams. 

In 6 months, the TechOps team will have grown and will include oversight and training of international operations. Many of the initiatives and processes you have introduced will be codified and shared with other geographies. These initiatives will have allowed us to grow at scale while maintaining a manageable workload for the team

You are energetic and customer-centric. You have likely worked in a high-energy, high-velocity environment and loved it. You are excited by the opportunity to create something that you can be proud of and challenge yourself every day.

Whilst you may have worked within the enterprise space you are not a corporate stalwart but someone who can blend with any business. You love working with smart people and you get excited about solving big problems for customers.  

You will be reporting to Warren Oakes, FrankieOne’s COO. Warren has spent the best part of the last decade working at the intersection of Banking and Technology. He has spent over 7 years at McKinsey & Company where he was an Associate Partner specialising in Digital Business builds. He is also experienced at growing Ventures and worked alongside our CEO Simon Costello at CompareAsia Group in SE Asia.

The  Logistics

The full-time role will be based in our Docklands, Melbourne office or York St, Sydney Office. As mentioned above, we have a flexible work-from-home policy though we are in the office on Wednesdays and Fridays as a minimum (COVID excepting) so we can maintain our vibrant office culture and use these days for team collaboration / problem-solving.

Our interview process will involve a series of interviews with the senior management team and technology leadership at FrankieOne.