Technical Operations Lead
Hozah
- Croydon, England, United Kingdom
- Croydon, England, United Kingdom
À propos
Location: Croydon (2 days a week) + 3 days WFH
Reports to: Chief Operating Officer
About Us
Hozah is a tech-led, award-winning company driving change in the parking industry and reimagining urban mobility. Our mission is simple but powerful: to transform parking into a seamless, automated experience, paving the way for smarter, more sustainable cities. With recent recognition as PayTech Company of the Year, a place among Deloitte’s Top 50 Fastest Growing Tech Companies in the UK, and significant VC/PE investment, we’re scaling rapidly and need a TechOps Lead to own our technical operations function as we grow.
Role Overview
As Hozah’s TechOps Lead, you will own our Technical Operations function end-to-end in a player-manager capacity, splitting roughly 50:50 between leading the TechOps function & engineers, and getting hands-on with the infrastructure yourself. That means setting the standards for how technical issues are diagnosed and resolved, while also serving as the escalation point when something can’t be fixed at the first level.
Your team is the technical authority across the estate who are responsible for diagnosing and resolving issues whether a camera drops off, a site stops generating enforcement data, or a network goes down. You will work alongside our Estate Manager, who owns the physical estate, contractor relationships, and client communication, as their technical counterpart.
Key Responsibilities
Function and Team Leadership
* Line manage the TechOps engineers, including setting expectations, running regular 1:1s, conducting performance reviews, and holding the team accountable for the quality and speed of their work.
* Define and document diagnostic workflows, escalation procedures, runbooks, and SOPs so that issues are resolved consistently and any member of the team can follow a clear resolution path.
* Own the Jira Cloud Service Desk ticket pipeline across the team, ensuring proper logging, categorisation, prioritisation, and root-cause documentation as standard practice.
* Identify skills gaps in the team and provide mentorship, training, and hands-on guidance to improve overall capability.
* Report on TechOps performance to the COO, covering uptime, resolution times, recurring issues, and improvement initiatives.
Monitoring and Device Management
* Own and improve the monitoring, alerting, and device management platforms, using data such as camera uptime, enforcement volumes, and connectivity trends to spot degradation before it becomes an incident.
* Lead configuration, deployment, and lifecycle management of IoT devices including ANPR cameras, payment kiosks, edge devices, tablets, and networking hardware.
* Drive preventative maintenance strategies across the estate to reduce the volume of reactive work over time.
* Lead root-cause analysis on recurring or high-impact issues, producing post-incident reports that drive systemic fixes rather than repeated patching.
* Ensure the team maintains accurate inventory records for all devices, spares, and networking equipment, and that device compliance and security policy requirements are met across the estate.
Infrastructure and Network
* Own the network infrastructure across all sites, including routers, VPNs, port forwarding, DHCP, and DNS.
* Standardise network configurations, maintain deployment templates, and keep configuration records and network diagrams up to date so that the estate is well-documented and new deployments are consistent.
* Troubleshoot end-to-end enforcement workflows covering the full chain from ANPR camera through to network, backend platform, contravention generation, PCN issuance, payment, and reporting.
* Act as the escalation point for complex hardware, software, and network issues that the team cannot resolve on their own.
* Evaluate and recommend infrastructure changes, whether that is hardware, vendors, architecture, or tooling.
New Site Onboarding (Technical)
* Act as the technical lead for new site installations—covering network design, hardware specification, camera placement, remote commissioning, and system configuration.
* Own technical acceptance testing before go-live and provide technical direction to contractors via the Estate Manager where on-site work is required.
Working Relationships
* Estate Manager – your closest peer. They look after the physical estate, contractor management, cost tracking, and client communication, while you cover the technical side. In practice this means you’re their go-to escalation for anything technical, and when the line between physical and digital is blurry you’ll typically diagnose first and route from there.
* Onboarding Project Manager – they coordinate the overall new-site project and you provide the technical workstream, making sure the technology is specified, configured, and tested correctly before handover.
* COO – your direct report line. You’ll bring technical operational insight, performance data, and infrastructure recommendations; they own strategic decisions, budget approval, and cross-functional priorities.
Skills and Qualifications
Experience
* 6+ years in IT support, infrastructure, field engineering, or technical operations.
* Proven experience managing or leading a small technical team, including actual line management responsibility rather than informal mentoring.
* Experience managing IoT devices and distributed technology estates across multiple sites.
* Experience supporting ANPR, CCTV, IoT, or similar physical infrastructure is highly desirable.
* A demonstrated ability to set standards and hold a team to them.
Must-Have Technical Skills
* Strong networking knowledge covering IP addressing, subnetting, VLANs, VPNs, DHCP, DNS, and firewall rules.
* Experience configuring and troubleshooting routers, switches, and firewalls.
* Ability to perform structured root-cause analysis rather than just addressing symptoms.
* Experience with remote device management and monitoring tools.
* Comfortable working with CLI, SSH, and remote diagnostics.
* Strong documentation discipline.
* Understanding of endpoint security and device compliance.
Desirable Knowledge
* ANPR systems and camera configuration.
* IP CCTV setup and troubleshooting.
* Raspberry Pi or edge device configuration.
* Familiarity with cloud platforms (GCP is desirable), APIs, and data pipelines.
* Experience with BigQuery or similar data tools for operational analysis.
* Microsoft 365 administration.
* Jira Cloud administration and workflow configuration.
* ITIL certified
Soft Skills
* An ownership mindset. You see a problem, you fix it or make sure someone does.
* A confident decision-maker who does not wait to be told what to do.
* A clear communicator with both technical and non-technical colleagues.
* Calm and structured under pressure in live operational environments.
* Highly organised, with the ability to manage a team, a ticket queue, and your own technical workload simultaneously.
* Proactive. You would rather prevent an outage than heroically fix one.
Job Types: Full-time, Permanent
Pay: £46,000.00-£55,000.00 per year
Benefits:
* Company events
* Company pension
* Discounted or free food
* Free parking
* On-site parking
* Transport links
* Work from home
Application question(s):
* Do you have the legal right to work in the UK without sponsorship?
* Briefly describe your current or most recent role and the type of technology or systems you support.
* Have you supported technology deployed across multiple physical sites or locations? If yes, briefly describe the environment.
* How hands‑on are you currently with technical work? (e.g. regularly hands‑on, occasionally, or mostly managerial — briefly explain)
* In a sentence or two, what does “ownership” mean to you in a technical operations role?
* What interests you about a TechOps role focused on physical infrastructure and live operational systems (rather than office IT or helpdesk work)?
* This role is a 50/50 split between hands‑on technical work and leading a small team. How have you balanced hands‑on work and people leadership in recent roles?
* Please type the following exactly:
“I read carefully. I check facts. I close the loop.”
Work Location: Hybrid remote in Croydon CR0 6BA
Compétences linguistiques
- English
Avis aux utilisateurs
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