TechOps Support Specialist
Monzo Bank
JamfMacOSPython
Product Operations Support Specialist
Zopa Bank
full-time
Posted on:
Location Type: Hybrid
Location: London • 🇬🇧 United Kingdom
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Act as the primary operations liaison for contact centre system enhancements, upgrades, and wider operational change initiatives
- Support the design, testing, and implementation of operational and contact centre changes
- Co-ordinate operational readiness activities for changes being released where required
- Gather, document, and translate business requirements into actionable changes for technology teams
- Coordinate UAT (User Acceptance Testing), ensuring defects and issues are logged, tracked, and resolved
- Collaborate with product support teams across the business to identify and prioritise changes
- Partner with delivery management where appropriate, ensuring operational readiness for changes
- Provide day-to-day operational support for system queries and incidents raised by the contact centre
- Represent operations at change governance forums, providing updates on operational and contact centre change requirements
Requirements
- Experience in an operation, product support, or contact centre environment
- Strong understanding of contact centre systems (e.g. Salesforce, telephony platforms, case management tools)
- Demonstrated experience of supporting change initiatives and system implementations
- Experience with UAT and feedback gathering
- Excellent communication skills, with the ability to translate technical details into clear, user-friendly guidance
- Strong problem-solving skills, pragmatic and collaborative approach
- Well organised, able to manage multiple priorities effectively
- Knowledge of change governance processes (desirable)
Benefits
- Flexible ways of working
- Hybrid role – come to our London office 2-3 days a week
- Option to work from abroad for up to 120 days a year (subject to right to work in the country of choice)
- Inclusive culture with a DE&I forum
- Reasonable adjustments available in the hiring process
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
UATchange managementbusiness requirements documentationsystem implementationoperational support
Soft skills
communicationproblem-solvingcollaborationorganizational skillspragmatic approach