TechOps Lead (Retail)

IT Talent Hunter | HR Digital | Telco, ex-Startup, ex-Big4

The position reports to the Head of Engineering

Job Overview

We are looking for a skilled and passionate Technical Operations Lead to join our dynamic retail IT team at TIME. In this 'player-coach' role, you will be responsible for leading the frontline technical support team, managing the IT support queue, and acting as the primary point of escalation for complex issues. You’ll ensure the smooth day-to-day operations of our IT systems, develop and refine support processes, and report on team performance. You’ll work closely with engineering teams to resolve advanced issues, maintain high-quality documentation, and drive continuous service improvement for our internal users.

Key Responsibilities

• Team Leadership & Mentorship : Lead, mentor, and develop the TechOps Engineers. Manage team schedules, assign tasks, conduct regular performance check-ins, and foster a positive, collaborative, and high-performance team culture.
• Escalation Management : Serve as the primary point of escalation for complex technical issues, user complaints, and high-priority incidents. Perform advanced troubleshooting that goes beyond the scope of the frontline team.
• Queue & SLA Management : Oversee the IT support ticket queue (e.g., Jira, ServiceNow), ensuring all issues are triaged, prioritized, assigned, and resolved within established Service Level Agreements (SLAs).
• Operational Reporting : Monitor team performance and system health using dashboards and alerting tools. Develop and deliver regular reports to the Head of Engineering on key metrics (e.g., ticket volume, resolution time, user satisfaction), identifying trends and areas for improvement.
• Process Improvement : Develop, implement, and refine support processes, including incident management, access provisioning, and software license management.
• Documentation : Own the team's knowledge base. Ensure that all technical documentation, user-friendly guides, and troubleshooting steps are clear, accurate, and kept up-to-date.
• Collaboration : Act as the primary liaison between the support team and other departments (especially Engineering), communicating about systemic issues, planned outages, and complex problem resolution.

Qualifications

Education : Diploma or Bachelor’s degree in Computer Science, Information Technology, or a related field.

Experience : 4–6+ years in IT support, helpdesk, or technical operations, with at least 1–2 years in a formal team lead position managing a team of 5–10 members.

Technical Skills

Soft Skills

Good to Have (Plus Points)

Benefits

At Time, we believe great work deserves great support. Here’s what you can look forward to when you join us :

Only shortlisted candidates will be notified.

Seniority Level

Mid-Senior level

Employment Type

Full-time

Job Function

Information Technology

Industries

Telecommunications

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