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TRG Screen

Enterprise SaaS for spend-and-usage management

Engineering Ops Lead

IT Service Desk & End User SupportConfirmed live in the last 24 hours
Full-timeBelfast, UKNo salary listedIn-person

About the Job

Requirements

  • The candidate must have 5+ years of professional software engineering or production engineering experience with an enterprise-grade stack.
  • The candidate must have demonstrable experience in a production support, operations, or site reliability engineering context across complex systems.
  • The candidate must be able to investigate and resolve deep technical issues quickly and calmly under pressure.
  • The candidate must have experience producing delivery reporting and operational metrics, including ticket volumes, mean time to resolution, and service-level agreement adherence.
  • The candidate must use a data-driven approach to identify patterns and drive systemic improvements.
  • The candidate must have strong written and verbal communication skills and be comfortable communicating with technical and non-technical audiences.

Responsibilities

  • Own end-to-end Level 3 production support across six products, act as the final escalation point, lead triage, enforce service-level agreements, and provide hands-on support when needed.
  • Track support patterns to identify recurring issues and automation opportunities, drive toil reduction, and use data to support engineering fixes that prevent future tickets.
  • Produce regular reports for Engineering Leadership covering ticket volumes, resolution times, service-level agreement adherence, and automation outcomes.
  • Adopt artificial intelligence tooling to accelerate diagnosis, automate triage, and build smarter runbooks.
  • Manage and develop a small team through one-to-ones, timely feedback, and career development, and foster a blameless learning culture.
  • Continuously improve the Level 3 support process; work with product engineering teams to feed issues into development backlogs and with Client Success on incident communication.
  • Serve as a member of the incident response team for production incidents, leading diagnostics and technical investigations.

Desired Qualifications

  • Experience leading or managing a small team.
  • Experience building or centralising a support function, including defining processes and tooling.
  • Familiarity with artificial intelligence tooling for operations, including log analysis, anomaly detection, or large language model-based triage.
  • Background in financial services, market data, or a regulated technology environment.
  • Exposure to cloud platforms such as Azure or Amazon Web Services and continuous integration/continuous delivery practices.
  • Familiarity with support tooling such as Jira Service Management, PagerDuty, or equivalent.

About the Company

TRG Screen

Enterprise SaaS for spend-and-usage management

TRG Screen provides enterprise subscription management software and managed services to help large organizations control spending on data, information services, and software licenses. Its Optimize SaaS platform unifies modules such as Optimize Spend, ResearchMonitor, Xmon, and INFOmatch to track subscriptions, spend, and usage across market data, research, and licenses in a centralized lifecycle system. The solution combines spending visibility with usage monitoring across a broad set of products, allowing consolidated governance and contract compliance through a single platform. The goal is to help clients reduce costs, improve workflow efficiency, and ensure proper management of vendor contracts across complex enterprise subscriptions.

Company size
201-500
Company stage
Not listed
Total funding
Not listed
Headquarters
New York City, New York
Founded
1998

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