Appops Team Lead

About UsPlanet is a leading technology company transforming payments by putting customer experience first.We offer integrated solutions that include payment processing, VAT refunds, dynamic currency conversion, and management services for merchants in the Retail and Hospitality sectors worldwide.In recent years, we have experienced significant growth, expanding our services and global presence.With strong private equity investors, Advent International and Eurazeo, we have the financial capital and expertise to grow our capabilities and reach through acquisitions.Our mission is to create a world of connected commerce where payments are simple, secure, and seamless, enabling our partners to deliver exceptional experiences to their customers.Role OverviewPlanet is seeking a highly skilled and motivated AppOps Team Lead to join our dynamic team.The successful candidate will play a critical role in being the shift lead for a 24x7x365 AppOps function that provides real-time operational oversight, event monitoring and rapid incident escalation to ensure the stability and reliability of Planet's production services.This role will oversee a team of AppOps Engineers on shift providing them with leadership, mentoring and guidance and will work closely with Service Management on incident management, handling and resolution.What You Will DoReporting to the AppOps Manager you will be responsible for managing the 24x7x365 shifts of AppOps Engineers who provide eyes on glass and operational support of Planet's payment, hospitality, and retail services.The primary focus will be to manage the team on shift ensuring proactive monitoring is conducted and issues are escalated accordingly.You will be the key point of contact for AppOps during your shift providing information to Major Incident Managers and technical teams to prevent or remediate major incidents.Lead and manage the Level 1 and Level 2 AppOps team, providing guidance, training, and performance evaluations.Monitor the stability, availability, and reliability of Planet's infrastructure and application services, focusing on payment, hospitality, and retail systems.Monitor and ensure timely response to support tickets, emails, and alerts.Oversee the diagnosis and resolution of application issues, escalating to higher-level support when necessary.Develop and implement support processes and best practices to improve efficiency and service quality.Collaborate with Infrastructure, Development, Operations, and other teams to identify and resolve root causes of issues.Maintain and update documentation of issues, resolutions, and workarounds in the support ticketing system.Ensure excellent customer service and maintain a high level of client satisfaction.Propose enhancements to improve the overall quality of Planet's production services.Participate in shift handovers and maintain seamless communication between team members across shifts.Analyze support metrics and generate reports to track team performance and identify areas for improvement.Provide regular updates to senior management and stakeholders on service performance, improvement initiatives, and incidents in line with the established Incident, Problem and Change Management frameworks.Provide regular service level reporting on the service against the established SLA's & KPI's.Clearly articulate technical concepts to non-technical stakeholders, facilitating informed decision-making.Who You AreBachelor's degree in Computer Science, Information Technology, or a related discipline.Proven Team Leader experience (5+ years) in a Technical Support, Service Delivery role or similar capacity.Strong IT Support skills with solid Network, Database & Application knowledge are a plus.Proven background in application support of applications running on Windows or Linux and technologies such as Tomcat, IIS, SFTP solutions such a Globalscape, F5 load balancers.Experience with monitoring tools such as Coralogix, DataDog, Netreo, and Solarwinds is beneficial.Excellent problem-solving skills and the ability to make informed decisions under pressure.Willingness to work rotational shifts, including nights, weekends, and holidays.Proficiency in using service management tools and platforms.Outstanding communication and interpersonal skills.Excellent written and verbal reporting skills are required.Why PlanetPlanet is an equal opportunity employer where diversity is valued, and all employment is decided based on qualifications, merit, and business need.Come and grow your career in the most exciting, fast paced technology market, with a business that delivers feel-good connected commerce.We would love to hear from you – Apply now.At Planet, we embrace a hybrid work model, with three days a week in the office.Reasonable accommodations may be made in order to allow for an individual to perform the essential functions of this role successfully.