Technology Operations Analyst

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/78bq8g

About The Role We're looking for a Technology Operations Analyst to join our L2 support structure on a fixed-term basis (12 months, with possibility of renewal). In this role, you will not interface directly with external customers. Instead, you will investigate and resolve technical escalations from our front-line Customer Support (CSR) team and handle complex requests from internal stakeholders. You'll tackle our most challenging operational issues, improve processes, and maintain the knowledge base that keeps our front-line teams effective. You will be expected to leverage AI-assisted tooling for log analysis, root cause investigation, and documentation generation, and to help us build and refine those workflows. This is a key role for platform stability and for empowering support teams to deliver an excellent customer experience.
Hybrid working is required: minimum 2 days/week in office (Milan or Cagliari).
Main Responsibilities Advanced Troubleshooting: Diagnose and resolve complex issues by analysing application logs, querying databases, and investigating system integrations




Incident Escalation Handling: Act as the primary escalation point for the team, taking ownership of critical incidents and coordinating with engineering through to resolution
Knowledge Management: Develop and maintain technical runbooks for incident response and clear process walkthroughs to ensure consistent team operations
Process Improvement: Identify recurring problems, perform root cause analysis, and contribute to permanent solutions in collaboration with engineering and product teams
Stakeholder Communication: Manage communications with internal teams (primarily CSR and Operations), providing clear updates and resolution plans for escalated issues
Regulatory & Compliance Support: Contribute to operational documentation and evidence gathering in support of regulatory requirements (e.g. DORA, FCA)
Requirements Demonstrated experience in a Technology Ops, Application Support, or simila

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/78bq8g