IT Operations Lead Bilingual English​/Spanish

The IT Operations Lead is accountable for the daily execution, coordination, reliability, and continuous improvement of technology services supporting Talpa's corporate offices and retail locations. The role establishes priorities, coordinates internal and external resources, maintains visibility into operational risks, and ensures that incidents, requests, deployments, and application initiatives progress to a verified business outcome.

This position leads IT service delivery, store technology support, operational application support, vendor coordination, field activities, technology deployments, major incidents, new-store readiness, and the operational adoption of new technology.

The IT Operations Lead maintains operational ownership of technology issues and initiatives affecting stores and business departments. The role performs appropriate initial assessment, assigns or engages the correct resources, coordinates escalation and testing, communicates status, validates the business outcome, and ensures complete documentation and handoff.

The role serves as the operational coordination point among the IT Director, IT personnel, store and corporate departments, and external vendors. It ensures that responsibilities, priorities, dependencies, risks, and required decisions are visible and that work is advanced by the appropriate accountable party.

This is a hands-on operational leadership role requiring strong ownership, organization, troubleshooting ability, communication, business awareness, and the ability to coordinate multiple technology priorities in a fast-paced retail environment.

The IT Operations Lead ensures reliable, efficient, and accountable IT operations across Talpa's corporate offices and retail locations, supporting business continuity, operational efficiency, and consistent service delivery.

Operational Authority:
Within priorities and policies established by the IT Director, the IT Operations Lead may assign operational work, set incident and service priorities, coordinate store and field coverage, require appropriate ticket and change documentation, initiate vendor escalation, organize testing and deployment activities, and elevate unresolved resource, performance, security, or business-risk concerns. Budget commitments, policy exceptions, personnel actions, major contractual decisions, cybersecurity risk acceptance, and changes to enterprise architecture remain subject to IT Director approval.

• Lead daily IT operations across corporate and retail locations by assessing business impact, establishing priorities, assigning ownership, coordinating dependencies, monitoring execution, and escalating risks or resource constraints that could prevent timely resolution.
• Coordinate incidents and operational initiatives requiring systems, cloud, networking, infrastructure, security, application, reporting, or vendor expertise. Define the operational owner, required contributors, business priority, next action, communication cadence, and escalation path while preserving technical accountability within each specialized function.
• Serve as the operational owner for retail and business applications, including BRdata, NCR Encore/ABO Central, POS, loyalty, queue management, e-commerce, and related operational platforms. Coordinate application support, vendor escalations, testing, reporting issues, implementation activities, change readiness, user communication, issue validation, documentation, and transition into normal operations.
• Lead the operational workstream for technology implementations, migrations, and rollouts, including BRdata implementation activities. Coordinate business requirements, readiness criteria, user acceptance testing (UAT), issue tracking, cutover support, stakeholder communication, training dependencies, post-go-live stabilization, and formal transition to operational support.
• Develop sufficient subject-matter expertise in Talpa's operational systems and retail processes to assess business impact, guide troubleshooting, coordinate vendors and specialists, validate changes, and support informed operational decisions. Coordinate change, release, and deployment activities in accordance with established approval, testing, communication, validation, and rollback requirements.
• Oversee daily Service Desk operations and the IT support queue. Ensure incidents and requests are prioritized by business impact, assigned to an accountable owner, documented in the approved IT…