Global Operations Manager (Technical Backround)

At TRG we work in a global environment where every diverse personality and culture is included. We look for talented people worldwide who have passion for what they do and work together, shoulder to shoulder, to empower our customers in their fight against crime and terror.

Though technology is important, people always come first!

Our Core Values are our DNA, so if your DNA matches ours you are at the right place!

• Let's do it! We follow a can-do approach, taking responsibility for milestones.
• Passion is our fuel! We Learn. We Grow. We Innovate.
• We make an impact! We bring innovation and always ask why.
• We work together! One for all, and all for one. 

About you

We are looking for a Global Operations Manager to join our growing team.
This role is the technical backbone of customer reliability, ensuring our users experience uninterrupted, high-quality service.

This role goes beyond reactive support , it’s about proactive ownership, deep technical understanding, and driving customer trust through operational excellence. You’ll be working in a complex B2B environment, where uptime, responsiveness, and customer confidence are business-critical.

In addition to supporting end-to-end existing customers, this team plays a strategic role in supporting the pre-sales process, providing technical expertise, guidance, and insights that enable the commercial teams to demonstrate the value and reliability of our platform with confidence.

You will lead a high-performing global team operating at the intersection of Engineering, Operations, Customer Success, and Sales, ensuring fast resolutions, proactive monitoring, and continuous service improvement.

This is a unique opportunity to build a best-in-class Technical Solutions function in a fast-moving, global technology company.

What You’ll Do:

• Lead and Develop the Team: Manage a global team of Technical Solutions Engineers, ensuring high performance, collaboration, and accountability across regions.
   
• End-to-end Support and Incident Management: Oversee detection, escalation, and resolution of system incidents end-to-end, maintaining strict adherence to SLAs (downtime must never exceed 5 minutes).
   
• Drive Service Reliability: Proactively monitor systems, identify risks, and prevent issues before they impact customers.
   
• Act as the Technical Advocate for Customers: Collaborate closely with Customer Success, SRE, Product, and Sales to ensure a reliable and trusted platform experience.
   
• Support the Pre-Sales Process: Provide technical guidance and expertise to enable commercial teams to demonstrate the platform’s value and reliability. Act as a technical advisor, helping shape solutions and improvements without directly implementing all technical changes.
   
• Build and Improve Processes: Design and optimize workflows, documentation, and knowledge bases to enhance efficiency, reliability, and knowledge sharing.
   
• Drive Continuous Improvement: Analyze recurring problems, identify patterns, and lead initiatives to define sustainable, long-term solutions. Focus on guiding improvements and process changes, ensuring issues are addressed effectively even if the team does not implement all solutions directly.

What Skills and Experience You’ll Bring:

• Proven experience leading technical/solutions/support teams in B2B or B2G product environments (SaaS, enterprise software, or telecommunications).
   
• Strong background in incident management, service reliability, and customer-facing technical problem solving.
   
• Experience supporting pre-sales activities by providing technical guidance, shaping solutions, and enabling commercial teams.
   
• Demonstrated ability to lead under pressure, make quick, data-driven decisions, and communicate effectively.
   
• Proactive and analytical mindset : you anticipate issues before they occur and take action.
   
• Experience collaborating with global teams and customers across multiple time zones.
   
• Excellent communication skills, capable of translating complex technical concepts into business and customer impact.

Your perks:

• Working from home Hit your goals from the comfort of your home because we value the performance, not the place.
• Flexible hours because we promote work-life balance.
• Yearly performance bonus to reward good performance and hard work.
• Paid medical insurance because we like to take care of you.
• Daily lunch allowance so you can save lots of money, time, and effort by enjoying your free lunch at the office or home every day.
• Sport/Gym(Exercise) allowance to focus more on yourself, your well-being, and your health.  
• Udemy unlimited subscription to promote your learning and development and grow your career.
• Onboarding plan and training so that you have a smooth induction and feel confident and ready to take over your new role.
• Equipment support so you have all the tools to do effectively and efficiently your work.
• No dress code because we want you to be as comfortable as possible.
• Gifts and rewards for celebrating birthdays, anniversaries, and personal milestones.
• Happy hours, coffee time, online team building, company events, and much more to promote team bonding and of course to have fun!
• Fresh fruit, snacks, coffee, and tea at the office because work makes us hungry!

About us

TRG Research and Development deals with Data Fusion and AI products for civilian protection. 

Our mission is to empower our customers to fight crime and terror through state-of-the-art technologies that provide accurate and precise intelligence.

Our product, Intellectus is the only cloud-based all-in-one fusion platform with integrated web intelligence, discovery capabilities, advertisement intelligence, virtual ID management, and third-party database integration that can be deployed in less than 24 hours.

Want to learn more? Visit our website at www.trgint.com and our LinkedIn page.

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