IT Ops Lead

About you
 

Our IT Operations Leader will be responsible for providing best-in-class IT support, while leveraging scalable solutions and workflows that support day-to-day IT and Business needs. As an essential part of the IT Area and technology process, the position needs to define critical processes and IT support mechanisms focused on improving the overall team member experience. A successful IT operations leader must be able to communicate with any level of the organization, be a competent problem solver and communicator.

Responsibilities
 
  • Be a Leader and mentor for the IT Operations team.

  • Define,  develop and monitor strategies to improve ticket handling and escalation against SLA and KPI standards.

  • Lead team specific initiatives to improve end user support experience and employee lifecycle such as new hire onboarding, hardware procurement, and in office technical support.

  • Facilitate a “people first” oriented mindset through software management, documentation and other IT support mechanisms.

  • Ensure that software license terms are not breached.

  • Manage Day to Day IT or software related issues that employees might experience and provide them an appropriate and timely resolution.

  • Deliver IT excellence, carry out all duties within the scope of the IT Mission, Vision and Guiding Principles to support and encourage practices to meet this end.

  • Monitor IT helpdesk tickets (They are to be closed within SLA). 

  • Control costs and budgets regarding IT infrastructure.

  • Collaborate with the software engineering teams to ensure resolving and delivering issues escalated by technicians and engineers within a timeframe.

  • Identify and implement best practices for quality and efficient IT Operations.

  • Facilitate day to day management responsibilities including team support, feedback, open discussions, planning and prioritization.

  • Ensure the data storage is safe, secure and in compliance with our security standards.

Experience
 
  • 6+ years of overall enterprise IT experience

  • Demonstrated experience in managing SaaS applications such as AuthZero, Slack, Zoom, Jira, and Google Workspace.

  • 2+ years of experience as a team lead. 

  • Proven experience in asset management and ticketing system deployments.

  • Experience working with SOC 2 and ISO 27001 security controls.

Requirements
 
  • Bachelor’s degree in computer science, computer engineering or related disciplines.

  • Proven leadership skills.

  • A high attention to detail while working in a fast paced, high growth startup environment.

  • Ability to work effectively with people at any level of the organization.

  • Good communication, facilitation and interpersonal skills.

  • Previous experience working with public cloud platforms (AWS, GCP).

  • Practical experience with Docker and Kubernetes (optional).

  • Previous experience using the “Infrastructure as Code” approach.

  • Ability to make decisions at high velocity with a strong analytical overview.

  • Capability to define minimum viable changes.

  • Technical working knowledge of IT areas such as IaaC and networking.

  • English proficiency (spoken and written).

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