Operation Intelligence Lead

Operation Intelligence Lead :

Govern the end-to-end Problem Management lifecycle and CSI tracking by converting ticket and telemetry data into proactive strategic narratives that prevent systemic digital outages.

About this role :

This role governs the end-to-end Problem Management lifecycle, continuous metrics analysis models, and Continuous Service Improvement (CSI) tracking across the global digital ecosystem. The Operations Intelligence Lead turns raw ticket and telemetry metadata into high-value strategic narratives, proactively identifying systemic storefront vulnerabilities, capacity drops, and operational bottlenecks across Plan & Shop, Loyalty, and Fulfillment channels before they trigger critical business outages.

What you'll do :

- Problem Management & Root-Cause Governance : Own the end-to-end Problem Management lifecycle and lead post-incident structural reviews for major disruptions using formalized methodologies (5 Whys, Fishbone tracking).

- Macro Trend & Executive Reporting : Formulate weekly and monthly executive service quality summaries that map overall storefront availability trends, stability constraints, and macro performance indicators.

- CSI Register Management : Maintain and manage the centralized Continuous Service Improvement (CSI) register, directing data-backed stability proposals presented to onshore executives.

- Strategic Risk Storytelling : Translate micro-level error footprints and telemetry into compelling business cases that justify engineering prioritization and code-debt cleanup.

- Tag Integration & Data Hygiene : Audit and refine ticket data classification constraints inside core service tracking systems to guarantee pristine downstream business intelligence reporting.

- Team Leadership & Development : Manage, mentor, and guide operational insights analysts and associate processors to maintain high analytical rigor and output quality.

What you'll bring :

- ITIL & Problem Management Architecture : Minimum 6+ years within ITIL service management governance, data science analysis operations, or complex performance engineering settings.

- Root-Cause Analysis Methodologies : Expert-level mastery of disciplined root-cause frameworks (Fishbone diagrams, 5 Whys, structural post-mortems).

- Technical Breadth & Systems Literacy : Solid technical troubleshooting capabilities spanning web browsers, APIs, and databases.

- Analytical & Metric Architecture : Foundational understanding of database optimization paths, dashboard logic configurations, and metric extraction boundaries to build robust monitoring frameworks.

- Executive Stakeholder Interaction : Proven background packaging complex technical datasets into clear executive-level presentations and engaging senior leadership.

- Data-Driven & Objective Mindset : Relies strictly on verified metrics and numbers to assess environment behaviors, avoiding anecdotal or speculative assumptions.

- Persistent Investigator : Continuously challenges technical assertions and diagnoses until data proof conclusively supports the findings.

- Strategic Risk Communicator : Exceptional ability to articulate technical risk in commercial terms that resonate with engineering leads and business executives alike.

- Cross-Functional Influence : Collaborative leadership style capable of steering multiple domain teams (Plan & Shop, Loyalty, Fulfillment) toward shared stability benchmarks.

What you'll experience :

- Be a part of Australia's largest retailer

- Constant mentoring and training provided

- Generous performance based bonus

- 20 days annual leave

- A flexible approach to work

- Premium insurance coverage for you and your dependants

Everyone belongs at Woolworths Group :

Diversity, equity, inclusion, and belonging are key to realising our purpose of better together for a better tomorrow. We recognise the value our team's diversity brings to our business, customers, and communities and that teams with diverse experiences and backgrounds enrich our group and are better able to innovate and solve problems. As one of the largest employers in Australia and New Zealand, we aim to create a truly inclusive workplace where everyone feels that they belong, can be their best selves, and reach their full potential.

We encourage all candidates to apply; please let us know in your application if we can support you with any adjustments in the hiring process.

Your Personal Data :

By submitting your application, you acknowledge and consent to Zinnov Management Consulting Private Limited and its subsidiaries (Zinnov) and/or Woolworths Group Limited and its subsidiaries (Woolworths Group) collecting, processing and disclosing your personal information, including any sensitive personal information provided by you, for the purposes of managing the recruitment process, assessing your suitability for employment, communicating with you regarding your application, and, where appropriate, considering you for future employment opportunities, to the extent relevant. If your application is successful, Zinnov and/ or Woolworths Group will also use your personal information, including sensitive personal information, for managing your ongoing working relationship.

Skills

ITIL, Problem Management, Troubleshooting, IT Operations, Ticketing System, Change Management