Gray Global Placements
Head of Product Operations and Support A leading global provider of new generation IT solutions to the global Travel, Transportation and Logistics industries is looking for a Head of Product Operations and Support. The role reports to the Chief Customer Officer. The Head of Product Operations and Support is a key leadership role responsible for establishing, managing, and scaling high-performing global support and operations functions. The role entails defining operational strategies, fostering service delivery excellence, driving support automation and ensuring a superior customer experience across all products and services that support mission-critical business operations in the aviation, cruise and hospitality industries worldwide. While the IT Operations team under the CTO manages 24x7 cloud infrastructure operations, this is a complimentary role focused on application-related support. Currently, Product Operations and Support functions operate within individual product lines. This role is part of an effort to consolidate these into a centralized function. The consolidated team will be responsible for all application-layer support activities, including platform-related issues, production incident management, performance monitoring, L2/L3 issue resolution and end-user ticket handling. Key Responsibilities: Support Strategy and Operations Setup - Design the global support operations framework, covering incident management, service request handling, L2/L3 models and escalation handling. - Establish and manage a 24x7 global support structure including regional support teams, tools, processes and SLAs. - Define operating models for product support, including interfaces with Cloud Operations, Product, Engineering, Delivery and Customer Success teams. - Drive operational efficiency in all dimensions - consolidation of activities, usage of tools, new models based on AI. People and Process Leadership - Build and lead a high-performing team of support managers, operations analysts and technical specialists. - Define and institutionalize SOPs, playbooks, onboarding frameworks, shift models and knowledge management systems. - Drive operational excellence using ITIL or equivalent service management frameworks. Customer Experience and Escalation Management - Ensure responsive and technically sound support experience for all customer segments. - Serve as a senior escalation point for critical issues impacting customer business, both internally and externally. - Work closely with Customer Success to track and improve CSAT, NPS and incident resolution metrics. Tools, Automation & Data - Lead evaluation and implementation of support platforms (e.g., ServiceNow, Jira Service Desk). - Implement monitoring, alerting and proactive issue detection systems to reduce reactive support. - Drive automation of repeatable processes to reduce MTTR (mean time to resolution) and increase efficiency. Governance, Reporting & Stakeholder Communication - Develop governance frameworks including service performance reviews, RCA tracking and compliance reporting. - Own operational dashboards, SLA/KPI reporting and executive-level updates. - Work cross-functionally with Cloud Operations, Product, Engineering, and Delivery to ensure timely feedback loops and resolution. Continuous Improvement and Innovation - Identify operational gaps and drive continuous improvement programs. - Introduce the best practices from SaaS/enterprise product support and global operations. - Stay current with industry trends in support automation, self-service and AI-driven support models. Mandatory Requirements: - 15+ years of experience in leading support/operations roles in enterprise SaaS or technology environments. - Familiarity with cloud-based environments (AWS) and observability platforms. - Background in managing support across hybrid or multi-tenant platforms. - Proven experience in building and scaling global support teams and operational processes. - Expertise in support tooling, incident/problem/change management and SLA/KPI frameworks. - Strong customer focus with a deep understanding of service delivery in a mission-critical business context. - Operational efficiency improvement through usage of tools including AI driven models - Exceptional leadership, communication and stakeholder management skills. Desirable Skills: - Exposure to the aviation, logistics or travel technology sectors. - Certifications in ITIL, PMP, or equivalent service and project management methodologies. - Experience in DevOps/SRE environments with close coordination with engineering and QA. Practicalities: - Flexible Location. - Competitive Package. - International travel required.
Head of Product Operations and Support A leading global provider of new generation IT solutions to the global Travel, Transportation and Logistics industries is looking for a Head of Product Operations and Support. The role reports to the Chief Customer Officer. The Head of Product Operations and Support is a key leadership role responsible for establishing, managing, and scaling high-performing global support and operations functions. The role entails defining operational strategies, fostering service delivery excellence, driving support automation and ensuring a superior customer experience across all products and services that support mission-critical business operations in the aviation, cruise and hospitality industries worldwide. While the IT Operations team under the CTO manages 24x7 cloud infrastructure operations, this is a complimentary role focused on application-related support. Currently, Product Operations and Support functions operate within individual product lines. This role is part of an effort to consolidate these into a centralized function. The consolidated team will be responsible for all application-layer support activities, including platform-related issues, production incident management, performance monitoring, L2/L3 issue resolution and end-user ticket handling. Key Responsibilities: Support Strategy and Operations Setup - Design the global support operations framework, covering incident management, service request handling, L2/L3 models and escalation handling. - Establish and manage a 24x7 global support structure including regional support teams, tools, processes and SLAs. - Define operating models for product support, including interfaces with Cloud Operations, Product, Engineering, Delivery and Customer Success teams. - Drive operational efficiency in all dimensions - consolidation of activities, usage of tools, new models based on AI. People and Process Leadership - Build and lead a high-performing team of support managers, operations analysts and technical specialists. - Define and institutionalize SOPs, playbooks, onboarding frameworks, shift models and knowledge management systems. - Drive operational excellence using ITIL or equivalent service management frameworks. Customer Experience and Escalation Management - Ensure responsive and technically sound support experience for all customer segments. - Serve as a senior escalation point for critical issues impacting customer business, both internally and externally. - Work closely with Customer Success to track and improve CSAT, NPS and incident resolution metrics. Tools, Automation & Data - Lead evaluation and implementation of support platforms (e.g., ServiceNow, Jira Service Desk). - Implement monitoring, alerting and proactive issue detection systems to reduce reactive support. - Drive automation of repeatable processes to reduce MTTR (mean time to resolution) and increase efficiency. Governance, Reporting & Stakeholder Communication - Develop governance frameworks including service performance reviews, RCA tracking and compliance reporting. - Own operational dashboards, SLA/KPI reporting and executive-level updates. - Work cross-functionally with Cloud Operations, Product, Engineering, and Delivery to ensure timely feedback loops and resolution. Continuous Improvement and Innovation - Identify operational gaps and drive continuous improvement programs. - Introduce the best practices from SaaS/enterprise product support and global operations. - Stay current with industry trends in support automation, self-service and AI-driven support models. Mandatory Requirements: - 15+ years of experience in leading support/operations roles in enterprise SaaS or technology environments. - Familiarity with cloud-based environments (AWS) and observability platforms. - Background in managing support across hybrid or multi-tenant platforms. - Proven experience in building and scaling global support teams and operational processes. - Expertise in support tooling, incident/problem/change management and SLA/KPI frameworks. - Strong customer focus with a deep understanding of service delivery in a mission-critical business context. - Operational efficiency improvement through usage of tools including AI driven models - Exceptional leadership, communication and stakeholder management skills. Desirable Skills: - Exposure to the aviation, logistics or travel technology sectors. - Certifications in ITIL, PMP, or equivalent service and project management methodologies. - Experience in DevOps/SRE environments with close coordination with engineering and QA. Practicalities: - Flexible Location. - Competitive Package. - International travel required.
Gray Global Placements
QA Engineer Are you passionate about software Quality Assurance? Are you motivated, self-driven, responsible and reliable? Do you have excellent attention to detail? Want to join the dynamic, growing domain of FinTech? If so, read on… My client, a leading UK/US FInTech SaaS solutions company, is looking for an experienced QA Engineer to continue improving the quality of its highly respected banking software. Your responsibilities will include: Creating detailed test cases (both manual and automated) and test plans to include both functional and non-functional tests for functional, integration, regression, performance and other types of testing Creating and maintaining test beds of data required to conduct automated testing Executing automated test cases and documenting detailed results of outcomes Opening defect logs as required with sufficient detail for remediation by development Working with product owners, developers and others in the organisation to understand product requirements and functional implementation to support testing activities Working with IT resources to set up and maintain test environments as required Working with teams to define test scope for releases and evaluation of results to determine/recommend suitability against test entry, suspension and exit criteria Providing input and recommendations to management on all technical aspects of the QA testing practices Working in a fast paced, agile environment with minimal guidance Mentoring others as needed Knowledge / Skills Essential: 7+ years of testing experience 3+ years of automated testing experience Experience with Bash/JS/HTML/JSON/SQL Expertise in performing load tests Very high level of attention to detail High level of problem solving skills API testing experience Beneficial: Knowledge of codeless automation tools (i.e. Leapwork) A.I. tooling Azure/cloud VM management experience Security/OWASP application testing Change management knowledge Prior experience with JIRA, Zephyr for JIRA, JIRA Agile, Angular, Java and Linux OS Based in City of London N1 (nearest tube Old Street) Good benefits Hybrid working at present
QA Engineer Are you passionate about software Quality Assurance? Are you motivated, self-driven, responsible and reliable? Do you have excellent attention to detail? Want to join the dynamic, growing domain of FinTech? If so, read on… My client, a leading UK/US FInTech SaaS solutions company, is looking for an experienced QA Engineer to continue improving the quality of its highly respected banking software. Your responsibilities will include: Creating detailed test cases (both manual and automated) and test plans to include both functional and non-functional tests for functional, integration, regression, performance and other types of testing Creating and maintaining test beds of data required to conduct automated testing Executing automated test cases and documenting detailed results of outcomes Opening defect logs as required with sufficient detail for remediation by development Working with product owners, developers and others in the organisation to understand product requirements and functional implementation to support testing activities Working with IT resources to set up and maintain test environments as required Working with teams to define test scope for releases and evaluation of results to determine/recommend suitability against test entry, suspension and exit criteria Providing input and recommendations to management on all technical aspects of the QA testing practices Working in a fast paced, agile environment with minimal guidance Mentoring others as needed Knowledge / Skills Essential: 7+ years of testing experience 3+ years of automated testing experience Experience with Bash/JS/HTML/JSON/SQL Expertise in performing load tests Very high level of attention to detail High level of problem solving skills API testing experience Beneficial: Knowledge of codeless automation tools (i.e. Leapwork) A.I. tooling Azure/cloud VM management experience Security/OWASP application testing Change management knowledge Prior experience with JIRA, Zephyr for JIRA, JIRA Agile, Angular, Java and Linux OS Based in City of London N1 (nearest tube Old Street) Good benefits Hybrid working at present
