IT Operations Support Lead

About the role

Airwallex is the AI-native financial operating system used by more than 675,000 businesses worldwide. Its IT Operations team provides technology support and site operations for its offices, and as the IT Operations Support Lead you will own the Singapore site and provide regional support across Southeast Asia. You will work from the Singapore office five days a week.

Key responsibilities

• Own IT site operations, reliability and the employee technology experience for the Singapore office.
• Drive escalated regional support for offices in Malaysia, Vietnam and Indonesia, partnering with the global IT team to resolve issues quickly.
• Deliver hands-on technical support across macOS, Windows, hardware, networking and major SaaS applications such as Google Workspace, Okta, Confluence, Jira and Zoom.
• Lead onboarding and offboarding, AV and events support, executive and VIP support, vendor management, procurement, inventory and office technology projects in partnership with Workplace, Information Security, People Operations, Facilities and Real Estate.
• Improve IT Operations through clear documentation, more efficient workflows using AI and process improvements based on team feedback.

Required profile

• Experience leading IT site operations or acting as the primary IT owner for a regional or remote office.
• Experience in a high-growth, multinational technology company and across different cultures.
• Experience providing on-site and remote technical support to employees and contractors, and supporting meeting rooms and all-hands spaces.
• Experience managing vendors, service providers, logistics, procurement or inventory.
• People management or leadership experience, or experience acting as a technical lead in an IT Operations role.
• Preferred: experience in financial services, fintech or payments.

Required skills

• Strong technical troubleshooting across hardware and software, including macOS and Windows.
• Intermediate networking troubleshooting, including Wi-Fi, DNS and office network issues.
• Basic administration of Google Workspace, Okta, Confluence, Jira and Zoom.
• Strong written and verbal communication in English, and strong documentation skills.