Technical Operations Lead

Responsibilities

• Manage and develop the department's intellectual property and assets, which encompass methodologies, best practices, technical know-how, knowledge base, processes, and procedural frameworks.
• Adherence to all relevant laws, regulations, and compliance requirements, as well as managing the implementation of and adherence to the organization information security policy and management system in all aspects of operations.
• To harmonize the Key Performance Indicator (KPI) settings established by the Middle Management.
• To supervise resources, activities, prioritize, and schedule tasks to ensure the timely achievement of task objectives.
• Set team goals and objectives, monitor performance, and provide coaching and feedback.
• Foster a culture of technical excellence, continuous improvement, and client-centric support within the team.
• Serve as a point of escalation for complex technical issues and challenges, ensuring timely resolution and client satisfaction.
• Collaborate with Technical Operations Engineer and Specialist to address advanced technical problems effectively.
• Maintain strong client relationships and gather client feedback to drive technical improvements.
• Identify opportunities for process improvement within the Technical Operations Unit.
• Develop and implement strategies to streamline technical processes, enhance efficiency, and reduce response times.
• Measure and report on the impact of process improvements, including cost savings and enhanced client satisfaction.
• Collaborate with the Product Operations Executive to develop and manage the unit's budget.
• Monitor and control expenditures to ensure the unit operates within budgetary constraints.
• Allocate resources effectively to meet technical support objectives while managing costs.
• Oversee training and development initiatives for support personnel to ensure they have the necessary technical skills and knowledge.
• Assist in the creation and delivery of technical training programs and materials.
• Promote ongoing learning and professional development within the team.
• Prepare and present reports on key performance indicators, unit progress, and unit activities to the Head of Product Operation.
• Conduct data analysis and provide insights to inform strategic decision-making.

Requirements & Qualifications

• Bachelor's degree in computer science, information technology, engineering, or a related field. A master's degree can be advantageous.
• Possess a professional certificate is desirable (e.g., ITIL, CISSP, CITP, Microsoft Certified, Ansible Certified, OS Platform Certified)
• 8 years of total work experience and at least 5 years in technical operations, system administration, or a related field.
• Previous experience in a leadership or management role overseeing technical operations or support teams.
• Proficiency in relevant technologies and systems used in the fuel retail software industry.
• Familiar with iOS platform, Linux platforms, Microsoft Platform, Window scripting application, MDM application.
• Strong knowledge of cloud computing platforms (e.g., AWS, Azure) and DevOps practices.
• Experience with scripting and automation tools for process optimization.
• Proven leadership skills with the ability to lead, mentor, and manage a combined team of Technical Operations Engineers and Specialists.
• Ability to foster a culture of technical excellence, continuous improvement, and client-product-centric support within the team.
• Track record of setting and achieving team goals and objectives.
• Excellent communication and interpersonal skills to serve as a point of escalation for complex technical issues and maintain strong client relationships.
• Experience in leading product deployment activities, troubleshooting deployment issues, and providing solutions.
• Proven ability to develop and implement preventive maintenance plans to ensure optimal system performance.
• Proficiency in preparing and presenting reports on key performance indicators, unit progress, and activities to senior management.
• Strong data analysis skills to provide insights for strategic decision-making.
• Attention to detail and good problem-solving skills.
• Good written and verbal communication.
• Experience with database structure and programming skill is an advantage.