Operations Lead

3 weeks ago

Hawthorn East, Victoria, Australia Coles Full time
{"title": "IT Operations Lead", "description": "

At Coles Technology, we are a forward-thinking team that plays a critical role in ensuring the smooth operation of our tech applications and services. We're committed to providing excellent service and maintaining high standards across our platforms to meet business needs.

About the Role:

We are currently seeking an experienced IT Operations Lead to support our Application & Product Tech Merchandise environment. This is a newly created role in a fast-paced, 24/7 operational environment.

Key Responsibilities:

  • Provide expert support for Coles Technology (CT) applications and products in a 24/7 environment.
  • Drive leadership and improvements in service management practices, including risk/security management and adherence to ITSM best practices.
  • Manage high-priority incidents, communicate risks, and provide clear escalation paths to management.
  • Lead a high-performing support team, ensuring the successful management of incidents, changes, and problems in line with SLA targets.
  • Build and maintain strong relationships with vendors (Accenture, Tech M, TCS, Oracle), driving operational improvements through effective collaboration.
  • Ensure that defect management, maintenance release planning, and ongoing operational improvements are executed with minimal impact to operations.
  • Provide operational support to strategic projects, ensuring project designs maintain production operational standards.
  • Mentor and develop team members, ensuring they have the necessary skills and training to excel in their roles.

Requirements:

  • A Bachelor's degree in IT or a related field is preferred.
  • 3-5 years of experience in a technical support or operations role, ideally within a large-scale environment.
  • Proven ability to support 3rd-party vendor applications and coordinate multiple teams for issue resolution.
  • Strong experience in troubleshooting, incident triage, and change/configuration management.
  • Excellent communication skills, with the ability to translate technical impacts into business outcomes.
  • ITIL/ITSM certifications are highly desirable.
  • Experience managing vendors and stakeholders in a high-pressure environment.
  • Ability to influence and negotiate with internal teams and external vendors.

Why Coles?

  • Opportunity to work with a dynamic and innovative technology team in one of Australia's most recognized brands.
  • Be part of a company that values career development, offering ongoing training and growth opportunities.
  • Work in a fast-paced, collaborative environment that encourages innovation.
  • Competitive salary and benefits package, including flexible work arrangements.

How to Apply:

To apply for this exciting opportunity, please submit your resume and cover letter via Seek.

", "lang_code": "en"}

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