IT Operations Support Lead

Job description

ABOUT AIRWALLEX Airwallex is the only unified payments and financial platform for global businesses. Powered by our unique combination of proprietary infrastructure and software, we empower over 250,000 businesses worldwide – including Brex, Navan, Qantas, SHEIN and many more – with fully integrated solutions to manage everything from business accounts, payments, spend management and treasury, to embedded finance at a global scale. Proudly founded in Melbourne, we have a team of over 2,300 of the brightest and most innovative people in tech across 27 offices around the globe. Valued at US$11 billion and backed by world-leading investors including T. Rowe Price, Visa, Mastercard, Robinhood Ventures, Sequoia, Salesforce Ventures, DST Global, and Lone Pine Capital, Airwallex is leading the charge in building the global payments and financial platform of the future. If you’re ready to do the most ambitious work of your career, join us. ATTRIBUTES WE VALUE We hire successful builders with founder-like energy who want real impact, accelerated learning, and true ownership. You bring strong role-related expertise and sharp thinking, and you’re motivated by our mission and operating principles https://www.airwallex.com/us/operating-principles. You move fast with good judgment, dig deep with curiosity, and make decisions from first principles, balancing speed and rigor. You're humble and collaborative; turn zero‑to‑one ideas into real products, and you “get stuff done” end-to-end. You use AI to work smarter and solve problems faster. Here, you’ll tackle complex, high‑visibility problems with exceptional teammates and grow your career as we build the future of global banking. If that sounds like you, let’s build what’s next. ABOUT THE TEAM Airwallex IT Operations is the first touch for employees when they need help or have an issue with technology. We provide frontline IT support, manage our inventory and logistics, and ensure our office technology works seamlessly and reliably. We provide support from our service desk, chat, zoom, and in person, ensuring we deliver a reliable and scalable technology experience to our employees and business. WHAT YOU’LL DO You’ll be the IT Site Lead for our Singapore offices, serving as the primary onsite lead, and the regional IT support lead for our new offices in Southeast Asia (Malaysia, Vietnam, Indonesia.) You’ll be the primary owner of the site operations, ensuring our IT experience is world class and our site and service operates at a high standard of excellence. You’ll mentor junior members of the IT team in the region, who may report to you. You’ll work with partners, including workplace, people ops, facilities and real estate, while managing vendors and service providers. You’ll provide in-person and chat support, run onboarding and offboarding, and AV, event and executive support. You will have strong technical and troubleshooting skills, able to operate autonomously, and have strong communication skills in written and spoken English. This role is technical, and is expected to contribute on a technical team, and is expected to be hands-on in the role. This role is the Singapore site lead, and requires 5 days in office per week. RESPONSIBILITIES: - Serve as the senior on-site IT contact in our Singapore office, owning issues and being accountable for the IT operations and reliability of the Singapore location. - Provide escalated regional support to sites in SEA (MY/VN/ID), ensuring support issues are addressed and escalated if needed - Provide on-site and remote technical support for Airwallex employees and contractors as part of the global team - Provide strong technical support on macOS, Windows, and major SaaS applications – you must have strong technical skills - Hardware troubleshooting – quickly able to debug common problems with Windows and Apple hardware - Provide AV support for meeting rooms, all-hands event spaces and office technology, ensuring rooms and spaces are reliable and operational - Run new hire IT onboarding events - help our new starters set up their computers, accounts, and onboard to Airwallex - Manage vendors and logistics, including procurement and inventory management in SG and other sites, - Partner with workplace, infosec, people ops and others on office build-outs and evaluate vendors for site expansion - Manage service providers as required, including vendors or contractors - Write exceptional documentation and guides in English - clear, concise and easy for all audiences to understand - Contribute to constant team improvement, providing feedback on what works - and what doesn’t, improving our processes - Provide executive and VIP support, for executives based in SG and visiting, quickly and efficiently - Strong communicator, written and verbal, working with different technical/non-technical audiences and teams, internal and external - Thrive in a startup environment – managing ambiguity and working with various teams to get things done regardless of hierarchy - Use AI to work faster, more efficiently, and improve processes and workflows, able to drive improvements without needing support WHO YOU ARE We're looking for people who meet the minimum qualifications for this role. The preferred qualifications are great to have, but are not mandatory. MINIMUM QUALIFICATIONS: - Able to demonstrate strong written and verbal communication skills in English – you must be able to communicate well - Strong awareness of what’s needed to run a site, including operations, partnerships, and being able to coordinate across many concurrent projects and competing demands. - Site lead or site management experience, experience as the primary IT site lead or owner in a regional or remote office, - People management/leadership a plus, or tech lead in an IT operations role - Able to operate autonomously and very efficiently – a strong sense of good judgement and attention to detail, flexible in your approaches - A patient and empathetic approach to supporting employees - Demonstrated strong documentation skills – you can document your work, with attention to detail - Experience with basic administration of Google Workspace, Okta, Confluence, JIRA, Zoom - You’re consistent, reliable and dependable - Able to demonstrate strong technical troubleshooting skills - hardware and software - Intermediate networking troubleshooting - the basics of networking and common issues with wifi, DNS and office networks. - Experience in high growth multinational tech companies – understanding of different cultures, able to work through technical problems - Strong ability to multitask and work on multiple competing priorities – you can quickly figure out what needs to happen PREFERRED QUALIFICATIONS: - Experience in financial services. fintech or payments #Singapore APPLICANT SAFETY POLICY: FRAUD AND THIRD-PARTY RECRUITERS To protect you from recruitment scams, please be aware that Airwallex will not ask for bank details, sensitive ID numbers (i.e. passport), or any form of payment during the application or interview process. All official communication will come from an @airwallex.com http://airwallex.com email address. Please apply only through careers.airwallex.com http://careers.airwallex.com or our official LinkedIn page. Airwallex does not accept unsolicited resumes from search firms/recruiters. Airwallex will not pay any fees to search firms/recruiters if a candidate is submitted by a search firm/recruiter unless an agreement has been entered into with respect to specific open position(s). Search firms/recruiters submitting resumes to Airwallex on an unsolicited basis shall be deemed to accept this condition, regardless of any other provision to the contrary. EQUAL OPPORTUNITY Airwallex is proud to be an equal opportunity employer. We value diversity and anyone seeking employment at Airwallex is considered based on merit, qualifications, competence and talent. We don’t regard color, religion, race, national origin, sexual orientation, ancestry, citizenship, sex, marital or family status, disability, gender, or any other legally protected status when making our hiring decisions. If you have a disability or special need that requires accommodation, please let us know.