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Technical Operations Manager

Salary undisclosed

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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.