Tech Ops Lead
3 days ago
**Key purpose**:
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.
**Duties and 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.
**Qualifications and experience**:
- 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.
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