Job Description
The TechOps Lead at Kraken is responsible for managing and scaling the regional TechOps function in the APAC region, providing technical support, leading projects, and driving operational excellence to support the company's growth in sustainable energy solutions.
Key Responsibilities
- Manage the end-to-end delivery of TechOps services in the APAC region.
- Lead and mentor the TechOps team, supporting their development and performance.
- Oversee incident management, support pipelines, and technical support across the business.
- Prioritize and coordinate reactive support, proactive improvements, and project work.
- Collaborate with global TechOps leadership and stakeholders to deliver projects and initiatives.
- Build regional processes while maintaining global standards.
- Manage capacity planning, operational maturity, and support pipelines.
- Drive reliability, consistency, and continuous improvement in TechOps services.
- Own and deliver complex technical projects involving multiple stakeholders and regions.
- Maintain technical depth in areas such as identity, MDM, networking, office infrastructure, and SaaS.
- Ensure security, compliance, and service quality standards are met and maintained.
Requirements
- Significant people leadership experience, including managing and mentoring team members.
- Experience in scaling teams and services over time to support organizational growth.
- Proven service management skills, including capacity planning and operational maturity development.
- Experience managing support pipelines, projects, and assignments within a technical support environment.
- Ability to build regional processes while balancing global standards and requirements.
- Experience working with internal and external stakeholders and vendors to deliver technical solutions.
- Strong technical depth across areas such as identity management, Mobile Device Management (MDM), networking, office infrastructure, and SaaS solutions.
- Confidence to challenge partners and vendors when needed to ensure quality and security.
- Experience owning incident management processes, including handling security and compliance considerations.
- Ability to oversee contract and service quality oversight.
- Comfortable providing hands-on technical support at 1st, 2nd, and 3rd line levels across the business.
- Ability to coordinate and deliver complex technical projects involving multiple stakeholders and teams across different time zones.
- Experience in managing incidents, communications, and follow-ups across a regional scope.
- Ability to define and implement operational standards for a small, high-performing TechOps team.
- Experience in providing clear direction, guidance, and accountability through effective performance management.
- Ability to adjust to different regional needs and cultural requirements, especially in Melbourne and Japan offices.
- Willingness to operate with a high degree of autonomy while remaining aligned with global TechOps leadership.
- Excellent collaboration skills to work closely with security teams to balance security, productivity, and user experience.
- Experience in managing and prioritizing reactive support and proactive, planned improvements and projects.
- Ability to lead, scale, and mature the TechOps function in line with the company's growth trajectory.
Benefits & Perks
Compensation/salary range not specified
Work schedule not specified
Work environment perks not specified
Opportunities for career growth and development
Potential to work in a globally expanding company
Flexible regional needs and cultural adaptation
Support for personal development and team mentorship
Involvement in transformational projects and innovative solutions
Inclusive and diverse workplace culture
Ready to Apply?
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