Job Description

The Role

The Technical Operations Lead is responsible for the operational management of client data processes, data transformation, data quality, technical solutions, and service delivery. This role serves as the key liaison between clients, internal operational teams, and technology partners to ensure accurate, timely, and reliable data processing, integration, reporting, and system performance.

The successful candidate will combine strong operational leadership, technical expertise, and analytical capabilities to drive operational excellence, improve data quality, optimize processes, and deliver scalable solutions. Experience with travel data processing and Global Distribution Systems (GDS) is highly preferred.

Responsibilities

Core Responsibilities:

Operational Oversight and Data Management

• Lead and manage comprehensive client data operations including data ingestion, complex transformations, validation routines, and robust reconciliation processes.
• Ensure all client data is processed and delivered according to stringent SLAs with uncompromising quality standards.
• Utilise analytical tools to monitor operational workflows, promptly identifying and mitigating risks, bottlenecks, and discrepancies.
• Oversee incident management processes, including escalation procedures, root cause investigations, and the implementation of corrective action plans.
• Develop and maintain detailed documentation of data workflows, transformation rules, system configurations, and operational protocols.
• Conduct advanced data analysis and mining to support transactional lifecycle reviews and continuous service improvement.
• Facilitate client and partner onboarding by managing data format standardisation across XML, CSV, Excel, and API integrations.

Stakeholder Collaboration and Client Engagement

• Act as the principal liaison for all technical and operational data matters, providing expert guidance and swift resolution to client and vendor inquiries.
• Collaborate closely with client stakeholders to align data services with their evolving needs, ensuring transparency and proactive communication.
• Coordinate seamlessly with technology providers, Travel Management Companies (TMCs), and internal teams to ensure integrated operational delivery.
• Serve as a Subject Matter Expert (SME) on travel data standards and transmission protocols, influencing strategic decisions and service enhancements.

Technical Leadership and Process Improvement

• Direct technical development and support for ETL processes, data pipelines, APIs, and cloud-based platform integrations, particularly with AWS.
• Champion continuous improvement initiatives aimed at automating workflows, boosting data quality, and enhancing reporting capabilities.
• Lead and mentor a multidisciplinary team, fostering knowledge sharing and encouraging best practices in technical operations.
• Design and implement scalable and secure technical solutions aligned with enterprise architecture and cloud-native principles.
• Ensure adherence to security, privacy, and compliance standards across all operational and technical activities.

Requirements

• A Bachelor's degree or higher in Computer Science, Information Technology, Data Analytics, Software Engineering, or a closely related discipline is required.
• A minimum of 5 years’ professional experience in client data operations, technical service delivery, or data management within a high-demand environment.
• Proven expertise of at least 5 years working with SQL Server environments, including advanced skills in data transformation, ETL process design, and comprehensive reporting solutions.
• Demonstrated leadership experience for at least 3 years managing technical or operational teams, with a track record of successful project delivery and process optimisation.
• Hands-on experience with AWS cloud technologies and complex system integrations, complemented by understanding of enterprise data platforms.
• Preferred knowledge of the travel industry ecosystem, particularly familiarity with Global Distribution Systems (GDS) and associated data standards.
• Advanced competency in MS SQL Server, including SSIS and T-SQL for relational database management and data quality assurance.
• Experience with API development and integration, including RESTful services and XML/CSV data formats utilized for client and vendor onboarding.
• Proficiency with modern collaboration and project management tools such as Salesforce, Jira, and Confluence.
• Strong analytical capabilities with ability to troubleshoot complex data loading issues and recommend advanced solutions for sustained operational improvement.
• Excellent communication skills to prepare and present technical and operational documentation, reports, and incident analyses to diverse stakeholders.
• Knowledge of software development lifecycle methodologies, including Agile practices, with a solid understanding of web and mobile application development technologies (JavaScript, CSS, ASP.NET, PHP, C# or Java).
• Familiarity with cloud-native development, containerisation, user-centred design principles, and security best practices.
• Flexibility to undertake occasional domestic and international travel to support business objectives and client engagements.