Technical Operations Lead

Company Description

tripsnstay.com is a marketplace for non-air products, providing accommodations, tours, transfers, and complete holiday packages. Our platform is designed for travel management companies, travel agents, and tour operators worldwide. We focus on creating a global platform to facilitate business opportunities and provide relevant, curated content by local experts with real-time updates. With a growing presence in Europe, the Indian Subcontinent, USA, Canada, and the GCC, tripsnstay.com is one of the fastest growing B2B platforms in the region.

Role Description

We are seeking an experienced Technical Operations Lead to oversee our technical support and operational coordination for an Online Travel Agency platform. The ideal candidate will be an excellent communicator who can manage daily queries and technical issues from sub-agency end-users, ensuring smooth operation of our booking engine, email systems, and other integrated travel technology platforms.

The role requires strong hands-on experience in travel technology application management, the ability to troubleshoot and resolve technical issues, and coordination skills to work closely with internal teams and developers to identify and address root causes.

Key Responsibilities

1. Provide high-level technical support to sub-agencies and internal stakeholders for the booking engine, email system, and integrated travel solutions.
2. Coordinate with sub-agency end-users to capture issue details, reproduce scenarios, and escalate to relevant internal or development teams.
3. Monitor system performance to ensure availability, reliability, and alignment with business goals.
4. Collaborate with development teams to trace and resolve root causes of technical issues.
5. Document issues, solutions, and recurring problems to support knowledge base development.
6. Assist in troubleshooting API integrations, system errors, and connectivity issues.
7. Evaluate technical concerns, suggestions, and enhancement requests, and communicate recommendations to relevant teams.
8. Support user onboarding, training, and change management for system updates or new feature rollouts.

Requirements

1. Minimum 5 years of proven experience in the travel technology industry in a Technical Lead, Technical Project Manager, or similar role.
2. Hands-on experience with software development, system administration, and travel technology platforms.
3. Strong knowledge of OTA specifications and API integrations.
4. Familiarity with project management methodologies such as Agile, Scrum, or Lean.
5. Understanding of service-oriented architecture (SOA) and related technologies.
6. Proficiency in using Jira for project tracking and Microsoft 365 tools for communication and collaboration.
7. Excellent interpersonal and communication skills for both technical and non-technical audiences.
8. Strong analytical, problem-solving, and troubleshooting skills with the ability to explain complex technical matters clearly.
9. Bachelor’s degree in computer science, Engineering, or a related field.

Skills & Competencies

• Technical Support Expertise

  – Booking engines, email platforms, and OTA systems.

• Travel Tech Knowledge

  – OTA specifications, hospitality technology platforms, and API troubleshooting.

• Project Management Tools

  – Jira, Microsoft 365 (Teams, Outlook, SharePoint, Excel).

• Analytical Skills

  – Strong ability to identify, trace, and resolve complex system issues.

• Communication

  – Clear, concise, and effective across technical and non-technical audiences.

• Collaboration

  – Works seamlessly with end-users, internal teams, and developers.

• Methodologies

  – Agile, Scrum, Lean, and service-oriented architecture principles.