Tech Ops Lead

We are seeking an experienced and motivated IT Tech Operations Lead to join our team. As the IT Tech Operations Lead, you will be responsible for leading and managing the day-to-day operations of the Digital Commerce platform. You will be responsible for ensuring that the platform operates efficiently and effectively, providing the highest level of service to our customers.

**Responsibilities**:

- Lead the incident management process, ensuring that incidents are resolved in a timely and effective manner.
- Conduct root cause analysis of incidents to identify areas for improvement and prevent future incidents.
- Analyze trends to predict future incidents and take proactive measures to prevent them.
- Support the implementation of Digital Commerce services in stores, ensuring that all IT systems are set up and configured correctly.
- Manage all 3rd line tickets, providing guidance and support to junior resources as needed.
- Oversee both hardware and software areas, ensuring that systems are updated and maintained in a timely manner.
- Mentor and coach junior resources, helping them to develop their skills and knowledge.
- Drive operational excellence by implementing processes and procedures that increase efficiency and reduce costs.
- Work closely with the IT Service Delivery team to ensure that service level agreements are met and that customer expectations are exceeded.

**Requirements**:

- Bachelor's degree in computer science, Information Technology or a related field.
- A minimum of 5 years' experience in IT service operations, with at least 3 years in a leadership role.
- Strong experience with incident management, root. cause analysis and trend forecasting.
- Excellent communication and interpersonal skills, with the ability to lead and motivate a team.
- Strong problem-solving skills and the ability to think outside the box.
- Familiarity with ITIL framework and best practices for IT service management.