Position Responsibilities
1. Operational Oversight
- Lead and coordinate five core IT functions:
- HQ and Retail Outlets Hardware and System Support
- Application Support
- IT Operations
2. Monitoring & Insights
- Track and analyze IT issue/ticket volumes, trends, and root causes.
- Prioritize high-impact issues and guide the team in resolving them effectively.
- Generate regular reports on service performance, system reliability, and support health metrics.
- Work with development and system admin teams to relay recurring issues and improvement opportunities.
3. Process & Continuous Improvement
- Establish and maintain IT operational standards, SOPs, and documentation.
- Drive automation and optimization of recurring support tasks.
- Recommend and implement improvements to reduce incident volume and downtime.
4. Collaboration & Communication
- Act as the bridge between IT support teams, internal departments, and external vendors.
- Ensure alignment between technical support activities and business needs.
- Communicate system status, outages, and updates in a timely manner to stakeholders.
Job Requirements
Qualification and Experiences
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- 5+ years of experience in IT operations or technical support management.
- Experience managing cross-functional technical teams and remote locations (e.g., retail outlets).
- Strong analytical skills with the ability to derive insights from support data.
- Familiar with collaboration tools (e.g. Lark, Notion etc.).
- Excellent communication and stakeholder management skills.
a Necessity, not a Luxury