Tech Support Lead – CRM & PMA

Fifty5

Blue is a global leader in media measurement and analytics, operating in more than 80 countries.

We bring clarity to complexity. Our independent, hybrid cross-media audience measurement combines trusted audience panels with large-scale data to establish a single, coherent view across platforms and markets. This gives content owners, advertisers, agencies and platforms the clarity and confidence to develop content and plan advertising decisively.

With deep expertise across global media systems, we design integrated, comparable measurement frameworks that support a more consistent and accountable media market.

Job Title: Tech Support Lead – CRM & PMA

Location: London, UK

Employment Type: Permanent

Area: IT – Development

#LI-Hybrid #LI-EH1

* This is a full-time permanent position, based in our London office. We operate on a hybrid working arrangement and require a minimum of 2 days in the office. We welcome all applications from those with the legal right to live and work permanently in the UK, without requiring VISA sponsorship now or in the future.

Fifty5

Blue is undertaking a major transformation of its Audience operations. We are redesigning our global operating model and processes, enabled by the rollout of a new global CRM platform (Microsoft Dynamics 365 – Customer Service and Field Service) and a panellist-facing application (the Panel Member App, PMA). This programme will fundamentally reshape how we engage, manage, and scale our panel community—improving data integrity, operational efficiency, and the overall panel member experience.

The PMA is an internally developed solution, and both platforms are being delivered in partnership with a third-party systems integrator. As part of this transformation, we are building a global L1/L2/L3 support capability to ensure stability, performance, and adoption across markets.

• Lead management, development and day-to-day L2/L3 support operations across CRM, Panel Member App and integrations in a live production environment
• Drive incident triage, prioritisation and resolution across a high-volume, reactive operational landscape (e.g. call centre and field operations)
• Diagnose and resolve complex issues across distributed systems (CRM, mobile, APIs, backend and data layers), using logs, monitoring tools and telemetry, and perform root cause analysis across application, integration, data, infrastructure or security domains
• Act as the primary technical interface with the systems integrator (Vendor Team), diagnosing issues and coordinating timely, high-quality fixes across platforms
• Engage with operational teams, Product Owners and regional stakeholders to prioritise issues and communicate clear root causes, business impact and resolution actions
• Support release cycles and environment stability across Dev, QA, UAT and Production, identifying and resolving issues arising from deployments
• Ensure platform stability, performance and consistency during global rollout and post-deployment stabilisation.
• Shape and enforce development standards, code quality patterns, documentation practices, and the responsible use of AI‑assisted tooling.
• Lead and mentor a Senior Developer (1 FTE) and an external support team (~6 FTE), building strong capability in diagnostics, troubleshooting and cross‑system analysis
• Drive continuous improvement in support processes, tooling and operational performance, including effective use of monitoring and observability tools

• 7+ years’ experience in software engineering or production support, including experience leading L2/L3 support teams
• Proven experience operating in live, business‑critical production environments
• Strong experience in L2/L3 support within complex, distributed systems
• Exceptional diagnostic and troubleshooting capability across multi‑system environments
• Experience operating in reactive, high‑volume operational environments (e.g. customer‑facing platforms, call centre or field operations)
• Strong experience troubleshooting Microsoft Dynamics 365 and Power Platform environments
• Experience working with integration architectures (REST APIs, GraphQL, event‑driven systems)
• Exposur…