AppOps Team Lead at Planet

Galway, County Galway, Ireland

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Retail, Hospitality, PaymentsIndustries

Requirements

Bachelor's degree in Computer Science, Information Technology, or a related discipline
Proven Team Leader experience (5+ years) in a Technical Support, Service Delivery role or similar capacity
Strong IT Support skills with solid Network, Database & Application knowledge (a plus)
Proven background in application support of applications running on Windows or Linux and technologies such as Tomcat, IIS, SFTP solutions such as Globalscape, F5 load balancers
Experience with monitoring tools

Responsibilities

Manage the 24x7x365 shifts of AppOps Engineers providing eyes on glass and operational support of Planet’s payment, hospitality, and retail services
Ensure proactive monitoring is conducted and issues are escalated accordingly as the shift lead
Act as the key point of contact for AppOps during your shift, providing information to Major Incident Managers and technical teams to prevent or remediate major incidents
Lead and manage the Level 1 and Level 2 AppOps team, providing guidance, training, and performance evaluations
Monitor the stability, availability, and reliability of Planet's infrastructure and application services, focusing on payment, hospitality, and retail systems
Monitor and ensure timely response to support tickets, emails, and alerts
Oversee the diagnosis and resolution of application issues, escalating to higher-level support when necessary
Develop and implement support processes and best practices to improve efficiency and service quality
Collaborate with Infrastructure, Development, Operations, and other teams to identify and resolve root causes of issues
Maintain and update documentation of issues, resolutions, and workarounds in the support ticketing system
Ensure excellent customer service and maintain a high level of client satisfaction
Propose enhancements to improve the overall quality of Planet’s production services
Participate in shift handovers and maintain seamless communication between team members across shifts
Analyze support metrics and generate reports to track team performance and identify areas for improvement
Provide regular updates to senior management and stakeholders on service performance, improvement initiatives, and incidents in line with the established Incident, Problem and Change Management frameworks
Provide regular service level reporting on the service against the established SLA’s & KPI’s
Clearly articulate technical concepts to non-technical stakeholders, facilitating informed decision-making

Skills

AppOps

Incident Management

Monitoring

Event Monitoring

Shift Leadership

Team Mentoring

Escalation

Service Reliability

24x7 Operations

Major Incident Handling

Planet

High-resolution satellite imagery subscription service

About Planet

Planet captures high-resolution satellite images of the Earth using a fleet of small satellites called Doves. These satellites provide near-daily, detailed imagery across eight different bands, allowing clients to monitor environmental changes, manage resources, plan urban developments, and respond to disasters. The company operates on a subscription-based model, giving clients access to a vast library of images and data analytics tools. This approach ensures consistent revenue as clients require ongoing updates. Planet differentiates itself by offering customized solutions and educational resources through Planet School, helping users effectively utilize their platform. The goal of Planet is to be a leader in the geospatial intelligence market, providing valuable insights through frequent and detailed Earth observation.

San Francisco, CaliforniaHeadquarters

2010Year Founded

$617.1MTotal Funding

IPOCompany Stage

Data & Analytics, AerospaceIndustries

1,001-5,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Health Savings Account/Flexible Spending Account

Unlimited Paid Time Off

Paid Vacation

Paid Sick Leave

Paid Holidays

Sabbatical Leave

Remote Work Options

Wellness Program

Mental Health Support

Home Office Stipend

Phone/Internet Stipend

Tuition Reimbursement

Equity

Commuter Benefits

Volunteering Paid Time Off

Parental Leave

Risks

Increased competition from companies like Antaris threatens market share.

Recent layoffs may impact operational efficiency and innovation.

Expansion of partnerships may stretch resources, reducing service quality.

Differentiation

Planet operates the largest fleet of Earth-imaging satellites globally.

Their subscription model ensures continuous revenue from diverse sectors.

Planet's AI-driven analytics enhance satellite imagery insights significantly.

Upsides

AI-driven analytics can expand into agriculture and urban planning sectors.

Partnerships with platforms like UP42 enhance data offerings and capabilities.

Smart city management using satellite data offers new revenue streams.

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