Technical Operations Team Leader
Job Description
This role leads Deltatre's Mumbai TechOps team, delivering technical support and managing signal acquisition for live operations across global sports and entertainment events. The team operates 24/7/365 and is responsible for the operational reliability of the platforms during live broadcast windows — signal acquisition via IP, satellite, and fibre; linear channel and system monitoring; incident response and root cause analysis.
As TechOps Team Leader, you will own the day-to-day operations of the Mumbai TechOps team. You will hold accountability for SLA and KPI delivery, lead process improvement and automation initiatives, and develop the team's capability over time.
Full-time, shift-based 24/7/365 operation. For this role you must be able to work on a hybrid basis with at least 2 days per week working in the Mumbai office in Andheri.
Responsibilities
Operational Oversight- Manage the transition of support into Tech Operations, collaborating with customer and project teams to ensure smooth handovers
- Define and improve procedures and best practices for linear channel and system monitoring
- Define and improve procedures and best practices for signal acquisition via IP, Satellite, or Fibre
- Review and report regularly on incident management performance, ensuring timely and effective resolution of tickets
- Assist with complex issues, providing guidance to the team for fast resolution
- Provide TechOps Level 2 cover during bank holidays, sickness, and as required by business needs
- Oversee and manage the TechOps team, ensuring effective day-to-day operations
- Create and maintain rosters that provide adequate team coverage in line with business needs
- Ensure adherence to relevant processes, improving them where useful
- Provide access and tools for support operations to function
- Conduct one-on-one meetings and development reviews with team members to support their career progression
- Lead recurring (bi-weekly) team meetings — updates, challenges, best practices
- Identify and implement day-to-day operational improvements that enhance efficiency and productivity
- Identify and implement automation opportunities to reduce manual effort and minimise errors
- Collaborate with Project Managers and technical staff to transition tasks from projects to support teams cleanly
- Support staff with development initiatives — enabling them to take on additional responsibilities and advance their careers
- Facilitate cross-training opportunities within the team to build flexibility and redundancy of capability
- Own the onboarding and training of new joiners, ensuring they are equipped with the knowledge and skills required to succeed
- Work closely with global technical teams (Video Engineering, Development, Infrastructure Operations) to resolve incidents and provide root cause analysis
- Organise handover and training sessions for the TechOps support team
- Maintain accurate and up-to-date documentation of client-specific operational needs, procedures, and escalation protocols
- Prepare and present regular reports on performance metrics and SLA compliance to senior management
- Update procedures as the operation evolves
Requirements
You have led a TechOps or live operations team before in a 24/7 broadcast environment. You know what good SLA discipline looks like, what kills it, and how to spot the patterns in incoming incidents that mean something needs to change upstream — not just at the ticket level.
Required- 5+ years experience in live transmission and/or 24/7 OTT broadcast environments, including demonstrated leadership in a senior role
- Knowledge of streaming protocols and the general use of encoders/transcoders
- Solid knowledge of SLA/KPI management and operational workflows
- Hands-on experience with service desk tools (JIRA, ServiceNow, or equivalent)
- Familiarity with at least one IT observability platform (Datadog, New Relic, Grafana, or comparable)
- Familiarity with video analytics platforms (Conviva, NPAW, or comparable)
- Familiarity with automation tools and approaches for reducing manual effort
- Comfortable with shift-based coverage and able to maintain protocol-driven response during live event peaks
- Clear problem-solving, organisational, and communication skills
- ITIL v4 or equivalent service management qualification
- Hands-on experience with signal acquisition via IP, Satellite, or Fibre
- Experience working across both internal teams and third-party providers
- Background in sports broadcasting or rights-holder operations
Who Thrives Here
Running a TechOps team in a 24/7/365 environment is a discipline. The visible work is platforms staying up and incidents getting resolved; the work that matters is the structural — what gets documented, what gets automated, what gets escalated upstream when a pattern shows up.People who do this well combine operational steadiness with clear authority — they know what they will accept and what they will not, and they make those judgements visible to the team.
A successful TechOps Team Leader at Deltatre tends to be patient with people development (you are explicitly here to build a stable, capable team), protective of the team's focus during incidents and demanding periods, and curious about how the systems and workflows could be better.The role rewards structural thinking and steady judgement more than heroics.
Process and what to expect- 1-hour Technical round of Interview: we will deep dive on your experience and collect examples of the responsibilities you've been dealing with in your past experience. A chance to deep dive on the role and for you to ask questions.
- 1-hour Competency Based Interview: we will ask you situational questions around how you deal with real-life scenarios at work. Easier doing it, more than explaining it.
If any of these formats would be difficult for you, tell us — we adjust regularly and can usually accommodate.
Accessibility and accommodation questions are welcome at any stage. Tell us what would work for you.