Job Description

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 

Skills