Technical Operations Engineer

About this role

As a Technical Operations Engineer, you will own the operational health of the migration journey for Arbor products, primarily Arbor MIS, alongside other products such as Arbor Finance. Migrations involve moving customer data from competitor systems into Arbor, and you will be the key person ensuring that process runs smoothly. Every migration represents a school's transition to Arbor, and the quality of that experience directly shapes their trust in our products.
You will proactively and reactively work with Onboarding teams, Support teams, the Migration Platform team, to ensure migrations are executed smoothly, issues are resolved efficiently, and systemic problems are fed back to drive lasting improvements.
Technical Execution & Ownership
Executing and monitoring data migrations across multiple products and countries and taking ownership of outcomes end-to-end using existing UI tooling
Triaging migration issues effectively, resolving what you can independently and escalating with clear context when needed
Performing root cause analysis on failed or delayed migrations, identifying recurring failure patterns and systemic issues. Running post-incident reviews and applying lessons learned to prevent recurrence
Defining and maintaining triage frameworks, severity classification, prioritisation criteria, and escalation paths
Driving process improvements and feeding structured, prioritised requirements back to the Migration Platform team
Improving observability (logs, dashboards, alerts) across the migration pipeline to support faster diagnosis and resolution
Managing data integrity checks and validating successful data transfers
Owning operational readiness for large-scale and time-sensitive migration windows, including risk assessments, checklists, and go/no-go decisions. Adapting plans quickly when circumstances change mid-migration
Maintaining and improving migration operational documentation, playbooks, and best practices
Ensuring migrations meet defined SLAs and quality benchmarks, contributing to the definition of those standards
Collaboration & Communication
Act as the migration function’s primary liaison with Onboarding and Support teams, proactively driving communication, not waiting to be asked
Proactively flag migration risks, blockers, and timeline impacts to Onboarding teams, managing expectations and negotiating timelines when needed
Reactively partner with Support team to investigate and resolve post-migration issues, ensuring timely customer outcomes
Build strong working relationships with customer-facing teams to understand the school’s perspective, feeding that insight back into how migrations are prioritised and executed
Run or contribute to regular cross-team syncs with Onboarding and Support teams to maintain alignment and surface issues early, asking the right questions to uncover root causes rather than just symptoms
Provide structured, prioritised operational feedback to the Migration Platform team, acting as the voice of operations in platform decisions
Communicate migration status, risks, and decisions clearly to both technical and non-technical stakeholders, translating complex migration issues into understandable updates tailored to the audience
Participate in tech talks and team-based learning, sharing knowledge and best practices
Mentorship & Leadership
Set the bar for operational quality, reviewing others’ work and defining what ‘good’ looks like for migration operations
Mentor and guide less experienced team members in migration best practices, triage, and escalation, delivering well-structured constructive feedback that balances recognition of strengths with actionable suggestions for development
Shape team processes and operational standards, driving continuous improvement
Actively seek feedback from peers, stakeholders, and the teams you work with to continuously improve both your own performance and operational processes
Requirements
Experience, Knowledge & Skills
5 to 10 years of professional experience
Extensive background in operating or supporting data migration processes within production environments
Excellent troubleshooting and debugging abilities, capable of independently analyzing issues through logs and data before seeking escalation
Thorough understanding of databases, including SQL, data validation, and integrity checks
Familiarity with reading and interpreting backend or scripting code such as PHP, Python, or similar languages
Experience working with cloud platforms like AWS and Azure, along with associated operational tools
Practical experience handling logs, monitoring systems, and observability tools
Proficient with Git-based source control systems, for example, GitHub
Demonstrated capability to manage multiple workstreams, prioritize effectively under pressure, maintain composure, and adapt approaches when plans do not go as expected
Experience utilizing JIRA or comparable ticketing systems within structured delivery frameworks
Strong skills in stakeholder management and direct collaboration with customer-facing teams
Background in incident management or operational triage within production settings
Outstanding written and verbal communication skills
Awareness of customer impact during operational decisions, with empathy towards the end-user experience
A proactive attitude, sound judgment, a sense of ownership, and a commitment to continuous improvement by learning from both achievements and setbacks
Desirable
Experience in SaaS environments.
Exposure to education technology, school MIS systems, or data migrations between competing platforms
Experience working with large datasets
Understanding of SLAs, operational metrics, and service reliability concepts
Experience in high-volume or time-pressured operational environments
Benefits
What we offer
The chance to work alongside a team of hard-working, passionate people in a role where you’ll see the impact of your work every day.
We also offer:
Flexible work environment (3 days work from…