5+ years in IT support or systems administration, particularly in SaaS environments.
Strong experience with Google Workspace or Microsoft 365 administration.
Familiarity with Okta or similar identity access management platforms.
Ability to support both Mac and Windows endpoints in a remote setup.
Comfortable using ITSM tools, with a preference for SolarWinds.
Self-sufficient, detail-oriented, and capable of working independently.
Responsibilities
Serve as Tier 2/3 escalation point for IT support issues.
Administer core systems including Okta, Google Workspace, and Microsoft 365.
Manage support ticket flow, prioritizing issues against SLAs.
Assist with user lifecycle tasks like onboarding and offboarding.
Support endpoint management tools, ensuring device compliance.
Create and maintain documentation and self-service resources.
Collaborate on operational improvements and security initiatives with the IT team.
Benefits
Flexible hybrid work environment.
Opportunity to work in a modern, cloud-native tech stack.
Engagement with a fast-scaling, global enterprise.
Professional development and growth opportunities.
Collaborative culture within the Global IT team.
Full Job Description
Job Description: Lead IT - Operation & Support
Location: Chennai, India (Remote, Occasional travel to Chennai)
Duration: Fulltime Perm Opportunity
Key Responsibilities:
IT Support and Maintenance:
- Oversee ongoing maintenance and support for IT infrastructure and end-user devices.
- Oversee Okta (SSO, provisioning, MFA, policies)
- Comfortable with SolarWinds ITSM (ticket routing, workflows)
- NetSuite, Salesforce, and Snowflake (basic access and user management)
- Provide hands-on troubleshooting and support for critical IT issues when required.
- Establish and monitor IT support KPIs and SLAs.
Core Office Productivity Tools:
- Administer and support office productivity tools such as Google Workspace suite, Zoom, Slack, Microsoft 365, Netsuite, Salesforce, Snowflake collaboration platforms, and communication systems.
- Ensure seamless integration and functionality across global locations.
Business Applications Support:
- Provide support for key business applications, ensuring availability and performance.
- Act as a hands-on technical expert in managing and troubleshooting application-related issues.
Team Management:
- Lead, mentor, and develop the IT team, fostering a culture of excellence, collaboration, and accountability.
- Conduct performance reviews, identify skill gaps, and create professional development plans.
- Delegate tasks effectively while remaining accessible for technical guidance and support.
IT Strategy and Roadmap:
- Define and implement the regional IT strategy in alignment with the global IT roadmap.
- Drive innovation and adoption of emerging technologies to improve efficiency and scalability.
- Lead IT projects from conception to completion, balancing team management with hands-on involvement in key technical tasks.
Governance and Compliance:
- Ensure IT policies and practices comply with global standards and local regulations.
- Proactively mitigate risks related to IT security, data privacy, and business continuity.
Qualifications and Skills:
Educational Background:
- Bachelor's degree in Computer Science, Information Technology, or a related field. - Master's degree or certifications in IT management (e.g., ITIL, PMP) is a plus.
Experience:
-10+ years of experience in IT operations and management within a global organization, with at least 3 years as a lead role - Proven ability to balance strategic leadership, stakeholder engagement, team management, and hands-on technical work.
Technical Skills:
- Knowledge of IT infrastructure, networking, and cybersecurity principles. - Proficiency in office productivity tools, enterprise applications, and cloud platforms.
Leadership and Communication:
- Strong leadership and people management skills. - Ability to work with multicultural teams and stakeholders across geographies. - Strategic thinking and problem-solving expertise.
Desirable Certifications:
Certifications like ITIL, ITSM, PMP, CISSP, CISM, Microsoft Certified: Azure Administrator, or AWS Certified Solutions Architect, Google cloud administrator are desirable and will be considered an advantage.
IT Management and Strategy Certifications:
ITIL (Information Technology Infrastructure Library): Foundation or Intermediate level, for expertise in IT service management.
COBIT (Control Objectives for Information and Related Technologies): For IT governance and management.
CIO Executive Council Certifications: Relevant for IT leadership roles.
Project Management Certifications:
PMP (Project Management Professional): For managing IT projects effectively.
PRINCE2 (Projects IN Controlled Environments): Widely used in IT project management.
Cloud and Infrastructure Certifications:
AWS Certified Solutions Architect (Associate/Professional): For cloud platform expertise.
Microsoft Certified: Azure Solutions Architect Expert: For proficiency in Microsoft's cloud services.
CompTIA Server+ or Network+: For foundational IT infrastructure knowledge.
Cybersecurity Certifications:
CISSP (Certified Information Systems Security Professional): For IT security leadership.
CISM (Certified Information Security Manager): For IT security management practices.
CEH (Certified Ethical Hacker): For foundational cybersecurity knowledge.
Productivity Tools and Application-Specific Certifications:
Microsoft Certified: Modern Desktop Administrator Associate: For managing and deploying Office 365 and Windows environments.
Microsoft Certified: Dynamics 365 Fundamentals/Administrator: For managing business applications.
Google Workspace Administrator Certification: For managing Google-based productivity suites.
Data and Analytics Certifications:
ITIL 4 Strategist: Direct, Plan and Improve (DPI): For IT-driven strategic planning.
Certified Data Management Professional (CDMP): For managing business applications and data strategies.
