Senior IT Operations, ECommerce (Up To 30 Months Of Salary Per Year, Annual NET Income $50,000)

Crossian is a high-growth technology-driven e-commerce business. Behind our success is our people. As a start-up formed in 2020, we have created a fast-paced and dynamic environment, enabling our people to reach $100 million of revenue in 2024, a cumulative average growth rate of over 1000% in just under 4 years. Our mission now is to harness the power of technology to develop a direct-to-consumer approach and enhance customer lifetime value.
As part of Technology Innovations Department, you'll work in a Agile, and tech-startup environment inspired by Unicorn worthy culture.
We are creating a comprehensive Global eCommerce Platform that features solutions for Storefront, Payment Gateway, Inventory, Catalogs, Logistics, Marketing Insights, CRM... Here are some examples:
Develop a Storefront solution
Centralize payment gateways for managing transactions and after payment business (such as: refund, chargebacks, claims, inquiry,..)
Integrate various 3rd services to operate a complete supply-chain system including inventory, catalogs, logistics tracking, and more...
Convert raw data from marketing campaigns, transactions, user behavior, etc. into insights beneficial and significant for business operations.
Plus, numerous other opportunities await your input.
We are seeking an experienced Senior IT Operations to oversee our IT support and office admin operations and ensure the 24/7 excellence of our cloud-based software systems. Reporting to the Line Manager and collaborating closely with the CEO/HR admin team to provide services to the whole company, you will lead a team of two IT Support Specialists responsible for monitoring system health, troubleshooting issues, and providing first-level support to internal and external users. This role is critical in maintaining the robustness of our systems and supporting the productivity of our team in a dynamic, agile environment.
WHAT YOU WILL DO
Support Operations: Ensure efficient handling of first-level support requests via communication channels such as Slack and phone, escalating complex issues to the technical team.
System Monitoring: Oversee active monitoring of system dashboards, alerts, and infrastructure boards on platforms like Grafana and AWS to proactively identify and address issues.
Reporting and Analysis: Generate and analyze monitoring reports to identify trends and implement improvements to enhance system stability and performance.
After-Hours Coordination: Organize and participate in rotation schedules for after-hours system monitoring to guarantee continuous platform operation.
Documentation: Maintain comprehensive documentation of support activities, resolutions, and preventive measures to build a robust knowledge base.
Cross-Functional Collaboration: Work closely with other teams to ensure alignment and support for ongoing projects and initiatives.
Infrastructure Management: Maintain the reliability and security of office network infrastructure, including Wi-Fi, routers, switches, and hardware like printers, laptops, and TVs.
Software Support: Oversee support for office software and applications, manage user access, and ensure optimal usage practices.
Training and Development: Develop and conduct training sessions for internal users to promote IT literacy and efficient use of technology.
Team Leadership: Manage and mentor a team of IT Support Specialists, fostering a collaborative and high-performance culture