Head of Technical Operations

1 month ago

Cape Town, Western Cape, South Africa Lula Full time
About Lula

Lula is a FinTech company that aims to revolutionize the way small businesses manage their cash flow. Our mission is to provide innovative solutions that help SMEs optimize their financial operations, allowing them to focus on what they do best.

Job Description

We are seeking a highly skilled and experienced Head of Technical Operations to join our team. As a key member of our Technology Management team, you will be responsible for defining and shaping our Technology vision and strategy. You will lead the technical operations team and build out the infrastructure, SRE, security, support, and helpdesk competencies in alignment with our technology strategy.

Key Responsibilities
  • Develop and deliver a Technical Operations strategy that aligns with our technology and business strategies.
  • Collaborate with the Technology Management team to ensure the delivery of a world-class experience to our customers.
  • Oversee the performance, stability, continuity, security, and compliance of our production infrastructure and services.
  • Partner with business stakeholders to understand their support and service needs.
  • Manage key third-party suppliers to ensure they meet our Service Level Objectives (SLOs) and Service Level Agreements (SLAs).
  • Collaborate with Product and Engineering teams to deliver against agreed roadmaps.
  • Build, lead, and mentor a high-performing Technical Operations team.
  • Direct line management of managers across the infrastructure, SRE, security, support, and helpdesk teams.
  • Manage budgets and operational expenditure effectively.
  • Research and implement new technologies that improve our service, support, and infrastructure, giving us a competitive edge.
Requirements
  • Excellent leadership ability, inspiring teams and driving business results.
  • Exceptional technical skills, combined with a commercial outlook.
  • Ability to think strategically and make decisions pragmatically.
  • Ability to manage multiple complex platforms and services under pressure.
  • Ability to adapt to changing circumstances and priorities.
  • Excellent planning and organization skills.
  • Excellent communication, facilitation, presentation, and negotiation skills.
  • Strong stakeholder management skills, with the ability to manage expectations, risks, and issues proactively.
  • Strong collaboration skills and a passion for working with people.
  • Strong understanding of financial principles and experience managing Technical Operations budgets with an eye on expenditure.
  • Strong analytical and problem-solving skills.
  • Deadline-driven, with a clear understanding of what success looks like and how to measure it.
  • Positive, high-energy, and committed to living, demonstrating, and getting excited about the Lula values.
Experience
  • BSc Degree in Computer Science, BTech, BEng, or equivalent.
  • Honours and/or Master's degree an added advantage.
  • Minimum of 8-10 years of experience in IT operations, infrastructure management, or a related field, with at least 5 years in a leadership or management role.
  • In-depth knowledge of IT infrastructure, including networks, servers, storage, virtualization, and cloud technologies (AWS, Azure, etc.).
  • In-depth experience configuring and supporting high-volume and high-availability cloud environments.
  • Strong understanding of cybersecurity principles, practices, and technologies, with experience in implementing security measures and ensuring compliance.
  • Proficiency in ITIL-based service management practices and tools, with experience in implementing service delivery and support processes.
  • Relevant certifications such as ITIL, CISSP, CISM, or similar are highly desirable.
  • Experience working closely with a product team and within an agile environment.
  • Financial services and banking experience advantageous.

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