Job Advert
The role at a glance
Technology plays a crucial role within HBNL and spans from corporate IT, OSS/BSS platforms to the ISP production network and ensures that the business can operate and customers can receive an excellent customer experience whilst connected to our ISP production network. On a day-to-day basis this could include liaising with external managed service providers, planning upcoming network maintenance projects and producing performance reporting.
As we continue to scale across Scotland, we are looking to recruit a technology generalist with strong organisational skills to join our existing team.
The Technology Operations Lead will be the key support to our technology leadership on network operations, change management and technical delivery. This will cover BAU, project and continuous-improvement work, providing a varied and challenging workload for the right candidate. This role will have a particular focus on proactive network performance and the technical link into the existing customer service team.
What you’ll do
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Run and continuously improve the technology change management process and the associated reporting.
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Take on day-to-day BAU across network and technology operations and keep the team pushing projects forward to schedule.
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Contribute to and help establish technology team reporting.
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Work with outsourced service providers across network operations and corporate IT functions.
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Plan and deliver network projects to schedule and budget.
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Participate in technology projects across the business.
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Gather requirements, source and support the rollout of new platforms and systems, including the associated documentation, server and infrastructure work.
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Carry out user acceptance testing (UAT), making sure testing is completed in a timely manner.
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Act as the technical bridge to the customer service team: root-cause technical tickets, identify recurring themes and feed findings back into the network operations team and wider business.
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Produce technical-ticket reporting — volumes, drivers, trends and the underlying causes of customer-impacting issues.
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Lead network performance projects and keep proactive work on track to schedule.
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Own technical-ticket escalations and resolution.
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Use AI/automation in reporting and ticket root-cause work.
What you’ll bring
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Experience in corporate IT, enterprise technology or ISP/altnet businesses.
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Ability to work autonomously and manage own workload efficiently.
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A fantastic attitude, naturally curious, with a relentless drive to make things better.
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An ability to communicate effectively across teams and work levels.
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Experience working in a fast-paced environment with a strong ability to pivot between priority tasks based on the business needs.
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Familiarity with change-management or ITIL-aligned ways of working, and with IT service-management (ITSM) tooling.
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Experience coordinating outsourced or managed service providers to deliver against agreed standards.
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Awareness of the OSS/BSS platforms and infrastructure that underpins a business.
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Confidence working with data — turning ticket and performance information into clear reporting and insight, including through AI and automation.
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Relevant qualifications or certifications — for example in ITIL or project delivery — are welcome but not essential.
