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-maintenance practices.

Suggested Candidate Profile

• 3-5+ years of IT infrastructure/operations experience, depending on seniority.

• Experience supporting multiple physical locations/outlets.

• Prior experience in F&B, retail, hospitality, logistics, or other high-availability operational environments.

• Strong understanding of:

  • LAN/WAN

  • Wi-Fi

  • Firewalls

  • Switching/routing

  • Windows/endpoint environments

  • Microsoft 365

  • Cloud platforms

  • IT security fundamentals

  • Backup and disaster recovery

  • Hardware and asset management

• Experience supporting POS and payment-related environments would be highly advantageous.

• Experience managing IT vendors and telcos in Singapore.

• Experience managing or leading a small IT support/infrastructure team.

• Comfortable being hands-on, rather than purely managerial.

• Strong troubleshooting and problem-solving ability.

• Good communication skills and ability to work directly with business stakeholders and outlet managers.

• Comfortable working in an environment where urgent operational issues can occur outside normal office hours.