IT Infrastructure & Operations Lead

Role Overview The IT Infrastructure & Operations Lead will be responsible for the day-to-day management, reliability, and continuous improvement of Client's IT infrastructure and technology operations across its corporate offices, retail/F&B outlets, and supporting environments. The role will serve as the primary IT point of contact for the client/business, providing hands-on technical leadership while managing and coordinating a team of IT personnel and external vendors. The ideal candidate should have strong infrastructure and IT operations experience, with prior exposure to multi-site F&B, retail, hospitality, or similar environments where uptime, point-of-sale systems, network connectivity, and rapid incident resolution are critical. 1. IT Infrastructure & Operations • Working closely with the team and take ownership of day-to-day IT infrastructure and operations across the organisation and retail/F&B outlets. • Manage and maintain network infrastructure, Wi-Fi, firewalls, switches, servers, endpoints, printers and other IT equipment. • Ensure reliable connectivity between outlets, headquarters, cloud services and other business systems. • Monitor IT infrastructure performance, availability, capacity and security. • Identify recurring infrastructure issues and implement permanent solutions. • Maintain accurate documentation of IT infrastructure, configurations, network diagrams and asset inventories. • Perform regular health checks and preventive maintenance across outlets. 2. Retail & F&B Technology Operations • Provide technical oversight for IT systems supporting retail/F&B outlets, including: • Internet and Wi-Fi -Back-office systems e.g. Firewall -CCTV/access-control -Ensure new outlets and outlet renovations are IT-ready before opening • Coordinate IT setup for new outlet openings, relocations and closures. • Respond quickly to outlet-level incidents that may affect sales or business operations. • Work closely with operations and outlet managers to minimise downtime and disruption. 3. Team Leadership • Lead, supervise and coordinate the assigned IT support/infrastructure team. • Assign tasks, prioritise incidents and monitor resolution progress. • Provide technical guidance and hands-on support for complex issues. • Establish clear escalation procedures for outlet and corporate IT issues. • Coach team members and develop their technical capabilities. • Ensure appropriate manpower coverage for business-critical periods and outlet operations. 4. Single Point of Contact / Client Management • Act as the primary IT contact and escalation point for the client/business. • Understand business requirements and translate them into practical IT solutions. • Provide regular updates on IT incidents, infrastructure health, projects and outstanding issues. • Coordinate between business stakeholders, internal IT staff and external vendors. • Take ownership of issues from identification through to resolution rather than simply passing them between teams. • Build a strong working relationship with management, operations, finance, HR and outlet teams. 5. Incident & Problem Management • Take ownership of major IT incidents affecting outlets or business operations. • Establish appropriate response and escalation procedures for critical incidents. • Lead troubleshooting and root-cause analysis for recurring problems. • Maintain incident records and identify opportunities to reduce repeat incidents. • Ensure appropriate response times for business-critical systems. • Coordinate with vendors and third-party service providers where required. 6. Vendor & Service Provider Management • Manage day-to-day relationships with IT vendors, telcos, POS providers, managed service providers and other technology partners. • Coordinate vendor support and escalation when required. • Monitor vendor performance against agreed service levels. • Assist management with vendor evaluation, quotations and technical recommendations. • Ensure vendor work is properly documented and completed to the required standard. 7. IT Projects & New Outlet Deployment • Lead or support IT implementation for new outlets, renovations, relocations and technology refreshes. • Prepare IT requirements, equipment lists and deployment plans. • Coordinate network, Wi-Fi, POS, printers, endpoints and other technology installations. • Work with contractors, outlet operations and vendors to ensure IT readiness before opening. • Conduct site surveys and technical assessments where required. • Ensure proper handover and documentation after implementation. 8. Security & Compliance • Implement and maintain basic IT security controls across corporate and outlet environments. • Manage endpoint security, access controls, user accounts and network security. • Ensure appropriate patching and firmware updates. • Monitor and address potential security vulnerabilities. • Support backup, disaster recovery and business continuity arrangements. • Ensure IT practices comply with relevant company policies and applicable Singapore requirements. 9. Asset & Lifecycle Management • Maintain an accurate inventory of IT hardware, software, network equipment and outlet technology assets. • Manage equipment deployment, replacement, repair and disposal. • Establish appropriate lifecycle and replacement plans. • Track warranties, licences, subscriptions and maintenance contracts. • Identify ageing or unsupported infrastructure and recommend replacement plans. 10. Reporting & Continuous Improvement • Provide regular management reports covering: • IT incidents • Outlet downtime • Network availability • Outstanding issues • Infrastructure health • Asset status • Vendor performance • IT projects • Identify opportunities to improve reliability, standardisation and operational efficiency. • Develop and maintain SOPs for common IT operations and outlet incidents. • Establish appropriate monitoring and preventive-m…