IT Infrastructure Operations Lead

About the role

The IT Infrastructure Operations Supervisor leads the IT Infrastructure Operations team and is responsible for the availability, security, performance, and reliability of the company's CCTV, Internet, Network, Wi-Fi, Server, and Cloud Hosting environments across Head Office, Cafés, Kiosks, Commissary, Bakery, and Warehouse facilities. The role serves as the Level 2 technical escalation point for CCTV, Network/Internet/Wi-Fi, and Server/Cloud incidents. It coordinates with Internet Service Providers, CCTV equipment vendors, Server Hardware Providers, and Cloud Hosting Providers to resolve incidents, manage service levels, conduct root cause analysis, and implement preventive measures to minimize recurring issues and downtime. The position reports to the IT Department Manager and works closely with IT Store Technologies Operations when network or connectivity issues impact POS, KDS, and other store systems.

Key responsibilities

• Serve as the Level 2 escalation point for CCTV, Network/Internet/Wi-Fi, and Server/Cloud incidents.
• Review technical findings, determine appropriate resolution plans, and ensure incidents are resolved within established timelines.
• Escalate P1 incidents and unresolved P2/P3 incidents to the IT Manager based on defined escalation procedures.
• Coordinate directly with ISPs, CCTV equipment vendors, server hardware providers, and cloud hosting providers; monitor and track external escalation tickets.
• Review and approve Root Cause Analysis (RCA) reports and ensure RCA is completed for required incidents, including P1 incidents, repeated incidents, data/evidence loss, and recurring issues.
• Track corrective and preventive actions from RCA through completion, ensuring assigned owners and target dates are followed.
• Own the preventive maintenance program for CCTV, network equipment, server hardware, and cloud environments.
• Monitor asset condition and identify aging, end-of-life, or high-risk infrastructure requiring replacement or upgrade.
• Ensure CCTV recording availability and retention compliance across all monitored sites and coordinate with Audit on related findings.
• Supervise, coach, and develop IT Infrastructure Support staff, Network Engineer, and Cloud/System Engineer.

About you

• Bachelor's degree in Information Technology, Computer Science, Computer Engineering, or a related field.
• At least 3 years of experience in IT infrastructure, network administration, server/cloud support, or CCTV/security systems.
• At least 2 years of experience in a supervisory or team lead capacity.
• Experience supporting a multi-site retail, food service, or similar operating environment is an advantage.
• LAN/WAN, routers, switches, firewalls, VPN, DHCP, and DNS
• Network and Wi-Fi administration and troubleshooting
• Active Directory
• CCTV/NVR/DVR systems and video management software
• Server hardware and basic cloud hosting concepts
• AWS, Azure, GCP, or equivalent cloud platforms