Technical Operations Manager

Position:

Location:

Experience:

Job Summary:

Technical Operations Manager

Key Responsibilities:

Digital Asset Management & Operations

• Oversee the technical stability and performance of mobile applications (iOS & Android) and web ordering platforms.
• Ensure seamless functionality and high uptime across all digital channels.
• Collaborate with development and QA teams to identify and resolve technical issues impacting digital operations.

POS Connectivity & Order Fulfillment

• Manage and maintain live integration between digital platforms and POS systems to support real-time order processing.
• Ensure smooth data flow for orders, payments, and fulfillment accuracy.
• Work with internal tech teams and external vendors to implement updates and system enhancements.

Aggregator Integration & Optimization

• Lead the technical integration with key third-party food aggregators (e.g., Talabat, Zomato, Hungerstation, Noon, Careem).
• Monitor performance and ensure efficient order transmission and aggregator uptime.
• Improve operations through better menu sync, order routing, and aggregator process alignment.

Digital Menu Management

• Drive the creation, implementation, and maintenance of digital menus across all platforms.
• Ensure accuracy and consistency of pricing, items, and promotions across web, mobile, and aggregator interfaces.
• Collaborate with marketing and brand teams for new menu rollouts and timely updates.

Cross-Functional Collaboration

• Serve as a bridge between digital, IT, marketing, and restaurant operations teams to align technology efforts with business goals.
• Address country-specific digital needs and support localization strategies.
• Recommend improvements to enhance customer experience and operational efficiency.

Performance Monitoring & Reporting

• Track and report key operational metrics, including order flow, system uptime, and error resolution.
• Provide regular performance insights and lead continuous improvement initiatives.
• Implement enhancements based on data analytics to drive customer satisfaction and system stability.

Technical Skills Required:

• Strong understanding of mobile platforms (iOS/Android), web technologies, and POS systems.
• Hands-on experience with API testing tools like Postman or SOAP UI.
• Debugging and troubleshooting skills with knowledge of Azure Service Bus, SSIS, or similar integration tools.
• Familiarity with open-source tech stacks (PHP, Python, Node.js, MongoDB, Aerospike, Cassandra).
• Knowledge of system monitoring tools (New Relic, Nagios, Zabbix).
• Basic experience in ITSM processes (incident, problem, and change management) – preferably ITIL based.
• Proficiency in Microsoft technologies: Windows Server, Active Directory, Exchange, SQL Server, SharePoint.
• Experience with synthetic monitoring tools such as New Relic or Pingdom is a plus.
• Understanding of system architecture including servers, networks, firewalls, and load balancers.
• Competency in web standards: REST/SOAP APIs, XML, HTML, CSS, JSON, JavaScript/jQuery.
• Strong SQL skills and knowledge of Oracle, MySQL, and SQL Server.
• Ability to diagnose and communicate technical issues clearly, both verbally and in writing.

Qualifications & Skills:

• Education:

  Bachelor’s degree in Computer Science, Information Technology, Business, or a related field.

• Experience:

  Minimum 14 years in digital operations or technical management within the F&B, retail, or e-commerce industry.

• Technical Leadership:

  Proven expertise in managing digital ecosystems, integrations, and application performance.

• Project Management:

  Experience driving digital transformation projects and leading cross-functional initiatives.

• Communication:

  Strong interpersonal and stakeholder management skills.

• Domain Expertise:

  Experience in Quick Service Restaurant (QSR) or broader F&B operations is highly desirable.