Teams at Ello Technology

Leads Ello Technology’s Second Line Expert Team, overseeing complex escalations, network and infrastructure reliability, cybersecurity controls, incident response, cloud implementations, automation, and technical projects. Establishes standards for change control, documentation, monitoring, QA, and commercial handoffs while ensuring predictable delivery and effective client communication. Coaches engineers, manages project and escalation priorities, drives root-cause remediation, improves security posture, and builds repeatable processes that reduce incidents, rework, and operational dependency on individual experts.

Leads first-line support operations, managing ticket queues, triage, SLAs, customer communications, escalations, SOP compliance, quality reviews, and team coaching. The role improves first-contact resolution, reduces backlog and repeat issues, ensures clean S2/S3 handoffs, identifies billable opportunities, and drives measurable client-experience and operational improvements.

Provides technical support to clients by handling helpdesk requests, troubleshooting user, system, and network issues, documenting work, following SOPs, escalating appropriately, and contributing to system stability and process improvements. The role emphasizes clear communication, reliable ticket resolution, structured workflows, and continuous technical growth.