Senior IT Operations, ECommerce

ABOUT THE ROLE

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 CAN EXPECT

We’re not just about building platforms; we’re about creating a workplace where talent thrives. Here's what you’ll gain:

Exceptional Compensation

• Up to 30 months of salary per year through competitive salary packages and performance-based bonuses.

• Total annual NET income $50,000, reflecting your expertise and contribution.

Growth Opportunities

• Hands-on exposure to cutting-edge technologies and complex system architecture in a global-scale project.

• Clear career advancement pathways and access to continuous professional development programs.

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.

Requirements & Skills

• Education: Bachelor's degree in Information Technology, Computer Science, or a related field.

• Experience: Minimum of 5 years in IT support roles.

• Technical Skills: Proficient with system monitoring tools (e.g., Grafana, AWS CloudWatch) and network infrastructure management.

• Leadership Abilities: Proven track record of leading and developing high-performing teams.

• Problem-Solving: Strong analytical skills with a proactive approach to identifying and resolving technical issues.

• Communication: Good verbal and written communication skills in English, capable of conveying technical information to non-technical stakeholders.

• Flexibility: Willingness to work flexible hours, including nights, weekends, and holidays, to support 24/7 operations.

Preferred (but not required)

• Cloud Experience: Familiarity with AWS, Azure, or Google Cloud services.

• DevOps Knowledge: Understanding of DevOps principles and tools.

• Scripting: Ability to write scripts in languages like Python, Bash, or PowerShell for automation purposes.

• Data Analysis: Experience with data analysis tools and methodologies to interpret system data effectively.

This role is a fantastic opportunity for individuals looking to deepen their experience in tech support within a vibrant and fast-growing tech startup environment. Join us at Crossian LLC and be a part of our mission to redefine cross-border eCommerce.