IT Operations & Support Manager

At Hepsiburada,, we are driven by our mission to improve people's lives by developing innovative products and services. Prioritizing customer satisfaction, we offer over 280 million products across more than 30 categories. Through our marketplace model, we bring together over 100,000 businesses. With Türkiye’s and the region's largest Smart Operations Center, industry-leading R&D initiatives, and innovative solutions, we contribute significantly to the growth of the e-commerce ecosystem. For the past two years, we have proudly held the title of Turkey's most recommended e-commerce platform.

Through our innovative services like HepsiJET, Hepsipay, HepsiLojistik, HepsiAd, and Hepsiburada Global, we create value for all our stakeholders. Committed to harnessing technology for social benefit, our “Technology Empowerment for Women Entrepreneurs” program has connected thousands of women entrepreneurs with e-commerce, supporting their growth. Our goal is to leverage digitalization and e-commerce to enable greater economic participation.

With 25 years of experience driven by innovation and entrepreneurship, we proudly continue our journey as “Türkiye’s Hepsiburada” and the first and only Turkish company listed on NASDAQ, the world's leading technology exchange.

For our colleagues, we offer a work environment that supports creating together and adding more meaning to our work. As a team full of opportunities, we are happy to develop, produce and succeed together.

If you want to be part of a team that creates value for everyone and makes life easier through innovative products and services—and contribute to exciting success stories—the future starts here.

Organizational Structure

• You will be responsible for managing and orchestrating five key functional units:
• Level 1 (Field Support): Responsible for the physical maintenance, repairs, and ensuring the operational readiness of the devices in the field. (This will be handled through an external company)
• Level 2 (Technical Support): Responsible for the systemic analysis of incoming tickets escalated from Level 1 and resolving them through remote intervention.
• Level 3 (Infrastructure & Expertise): Responsible for advanced troubleshooting concerning Assets (inventory), Network connectivity, and Hardware-specific issues, including root cause analysis.
• Reporting Unit: Responsible for continuous monitoring of operational KPIs (Key Performance)
• Inventory & Asset Control: Responsible for accounting for all departmental inventory, controlling movements, and ensuring timely registration of hardware inventory movement.

Key Responsibilities

• Incident & Problem Management: Responsible for resolving incidents and problems in a timely manner, identifying recurring defects, and taking proactive measures to eliminate them permanently.
• Cross-Functional Coordination: Interacting with internal related departments and external stakeholders (Telecom operators/Service providers) to ensure 24/7 device uptime.
• Knowledge Management: Responsible for the quality and accessibility of technical instructions and a comprehensive “Knowledge Base” for standardized incident resolution across the devices.
• Capacity Planning: Responsible for analyzing regular data to forecast and ensure the availability of necessary inventory and spare parts to ensure the uninterrupted operation of devices.
• Team Leadership: Responsible for selecting, mentoring, and managing employees; setting clear tasks and monitoring their implementation.
• Financial Oversight: Responsible for analysis, strategic planning, and budgeting for the IT operations department.

Requirements:

• Graduates from Computer, Electronics, Industrial Engineering, or related departments of universities.
• Professional certifications in ITSM and ITIL.
• 5+ years in IT Technical Support, specifically for self-service devices (ATMs, payment terminals, parcel lockers, parking meters, etc.).
• At least 3 years in a leadership or management position.
• Professional knowledge of computer equipment design and hardware components.
• Advanced proficiency in troubleshooting (diagnosis) and repair using specialized software and diagnostic equipment.
• Expert-level knowledge of MS Windows, Linux, and Android operating systems.
• Communication: Proficiency in English is mandatory for effective technical and business collaboration with colleagues
• Management: Proven skills in conducting business negotiations, task setting, and performance monitoring.
• Analytical Thinking: Strong capability in strategic planning, data analysis, and budget management.

We Offer:

• We rule the change and you are taking big responsibility for this game.
• We are learning and improving together with our experiences.
• Hepsiburada is empowering, supporting, and making the ideas a reality.
• Working with joy is our secret weapon !

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"Bu ilan sebebiyle yapacağınız başvurular aracılığıyla toplanacak kişisel verileriniz veri sorumlusu D-Market Elektronik Hizmetler ve Ticaret A.Ş (“Hepsiburada”) tarafından 6698 sayılı Kişisel Verilerin Korunması Kanunu (“KVKK”) ve ilgili mevzuat kapsamında iş başvuru süreçlerinin yürütülmesi amacıyla otomatik yollarla işlenecektir. Detaylı bilgi için lütfen Aydınlatma

Metni’ndeki Çalışan Adayı (https://www.hepsiburada.com/kisisel-verilerin-korunmasi) kişi kategorisini inceleyiniz.”