Technology Operations Manager

As a TechOps Manager, you will lead and manage all technology operations for GSM in the US, ensuring alignment with regional and global strategies, including IT Support, Technical Operations, and Product Operations functions oversee. This role ensures seamless technology operations, effective issue resolution, and successful product deployments across markets; acts as the bridge between local teams, vendors, and global stakeholders, driving operational excellence, optimizing processes, and enabling product adoption

Key Responsibilities:

1. Leadership & Department Management

- Lead and manage the TechOps team (IT Support, Technical Support, and Product Operations), ensuring alignment with business priorities.

- Drive recruitment, onboarding, and capability development of the local technology team. - Promote a culture of innovation, agility, and continuous learning.

- Define KPIs, monitor performance, and provide coaching to drive team effectiveness.

- Manage departmental resources, budgets, and vendor relationships for local market.

2. Operational Excellence & Issue Management

- Oversee resolution of IT and product-related technical issues, ensuring minimal disruption to business operations.

- Provide hands-on support during system outages and critical incidents.

- Maintain comprehensive documentation of systems, processes, and troubleshooting protocols in company storage (share point)

- Support internal and external audits, inspection and contribute to risk mitigation strategies.

- Establish and refine processes for incident management, escalation, and communication.

- Monitor SLA compliance across IT support, vendors, and product operations.

- Anticipate risks and implement preventive measures to strengthen operational resilience.

3. Product Operations & Market Alignment

Ensure smooth product rollout, UAT, and adoption in local markets.

- Align backlog, roadmap, and feature requests between market teams, Product, and Engineering.

- Track post-deployment performance and ensure timely resolution of product issues.

- Guide feature localization, configuration, and adaptation for specific markets.

4. Project & Vendor Management

- Oversee and lead planning and execution of TechOps projects for India market

- Develop and manage the technology operations budget, ensuring cost-efficiency

- Evaluate and negotiate vendor contracts and technology investments.

- Monitor expenditures and ensure alignment with strategic goals.

- Negotiate vendor contracts, oversee evaluations, and ensure service quality.

Provide project status updates and ensure stakeholder alignment to deliver as strategic plan.

5. Data Analysis & Reporting

- Oversee collection and analysis of operational and market data.

- Evaluate performance metrics (driver acceptance, customer behavior, tariff trends, SLA adherence).

- Provide regular performance and planning reports to Local and Global management team.

- Use insights to recommend improvements to systems, processes, and products.

Qualifications:

- Bachelor’s Degree in Information Technology, Computer Science, Engineering, or related field

- Minimum 8–10 years of experience in IT operations or technology management

- Proven track record in leading cross-functional technology teams

- Experience in managing large-scale infrastructure and digital platforms

- Familiarity with ride-hailing, mobility, or logistics technology is a plus

- Strong leadership and decision-making capabilities

- Excellent communication and stakeholder management skills

- Strategic thinker with a hands-on approach

- High adaptability in a fast-paced, dynamic environment

- Commitment to sustainability and innovation

- In-depth understanding of IT operations, IT Infrastructure and Cybersecurity

- Knowledge of regulatory and compliance requirements in Indonesia - Understanding of data analytics and performance monitoring tools

- Project and vendor management skills

- Budgeting and financial planning for technology operations

- Technical troubleshooting and root cause analysis

- Crisis and incident management