Support Team Principal – Head of IT Support

4 weeks ago

Islamabad, Islamabad, Pakistan F&J Consultants Full time
Support Team Principal – Head of IT Support (QSR, Oracle POS)Support Team Principal – Head of IT Support (QSR, Oracle POS)

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About the Role:

We are seeking a highly experienced and hands-on Support Team Principal to lead our IT support function servicing clients in the Quick Service Restaurant (QSR) industry. You will oversee a specialized team focused on supporting Oracle Point-of-Sale (POS) solutions, ensuring industry-leading service, rapid issue resolution, and strategic input on system optimization.

You will combine technical expertise, particularly in Oracle POS environments, with excellent leadership, analytical, and communication skills. This role is ideal for someone who thrives in fast-paced, client-facing environments and is passionate about high service standards, process improvement, and enabling operational excellence through technology.

Key Responsibilities:

  • Lead, mentor, and manage a high-performing support team providing L2/L3 support for Oracle POS systems.
  • Serve as the primary escalation point for complex technical issues across multiple client environments.
  • Ensure SLAs, KPIs, and client satisfaction targets are consistently met or exceeded.
  • Drive root cause analysis and implement long-term resolutions for recurring issues.
  • Interface with Oracle and other vendors for patching, escalations, and product improvement.
  • Analyze support metrics to identify trends, bottlenecks, and improvement opportunities.
  • Collaborate closely with implementation teams, account managers, and client stakeholders.
  • Design and optimize processes, documentation, and support protocols.
  • Provide leadership during major incidents and outages, including post-mortem analysis.
  • Stay current on Oracle POS product developments and QSR industry best practices.

Required Qualifications:

  • 10+ years in IT support roles, with at least 3-5 years in a leadership or principal capacity.
  • Deep hands-on experience with Oracle POS (e.g., Simphony, Micros 3700) in enterprise QSR environments.
  • Proven ability to lead support teams in high-volume, multi-client environments.
  • Strong analytical and problem-solving skills, with the ability to interpret data and drive decisions.
  • Experience with ITSM tools (e.g., ServiceNow, Jira Service Management).
  • Familiarity with QSR-specific operational workflows and technology stacks.
  • Excellent stakeholder management and communication skills.
  • ITIL certification or equivalent knowledge is a plus.

Preferred Skills:

  • Experience managing offshore or distributed support teams.
  • SQL and scripting proficiency for data analysis or system interrogation.
  • Background in network and infrastructure fundamentals in retail environments.
  • Experience with incident, change, and problem management in regulated industries.

What We Offer:

  • Competitive salary and benefits package
  • Opportunity to influence strategy in a tech-forward environment
  • Work with top-tier QSR clients and Oracle technology
  • Growth and learning opportunities in a dynamic support leadership role
Seniority level
  • Seniority levelNot Applicable
Employment type
  • Employment typeFull-time
Job function
  • Job functionInformation Technology
  • IndustriesIT System Data Services

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