We are seeking an IT Operations Lead to establish and run our 24/7 on-call IT support operations. In this pivotal role, you will lead a team of technicians, ensuring prompt incident resolution, performing root cause analyses, triaging customer requests, and optimizing the performance of our SaaS applications, end-user computing, and IT infrastructure. Apply expertise in Okta, Google Workspace, Zoom, ServiceNow, and other relevant technologies. We seek a proactive professional who thrives in fast-paced environments, with demonstrated technical leadership experience in running a 24/7 support team. The ideal candidate will possess a deep understanding of SaaS environments, SSO services, and web technologies, coupled with exceptional problem-solving, communication, and collaboration skills, and a commitment to delivering outstanding customer service.

This role will work from India

What You Will Be Doing:

Lead the team that provides 24x7 support, including being available for on-call shifts over weekends on a rotating basis and managing the on-call schedule.
Lead out during any severe incidents including executing on the application specific playbook, pulling in subject matter experts, and communicating status.
Provide first-line support to customers by managing tickets submitted via ServiceNow, ensuring prompt and professional responses.
Escalate complicated issues to the appropriate internal teams and follow up until resolution ensuring effective communication and coordination.
Document playbooks for key applications to be supported by the team including key vendor contact information, business continuity and disaster recovery protocols.
Establish and implement a severity rating system that can be used to review and triage requests along with established SLAs.
Document all support interactions and technical solutions in the ticketing system, maintaining accurate and detailed records.
Monitor systems and applications proactively for any issues that may impact service availability (internal and external), and take preventive measures when necessary.
Participate in the creation and maintenance of knowledge base articles and support documentation, contributing to the continuous improvement of support processes.
Collaborate with application owners to document business continuity and recovery plans and implement those plans during incidents, ensuring minimal disruption to operations.
Assist with system maintenance, upgrades, and emergency responses as needed, demonstrating flexibility and adaptability.
Conduct root cause analysis following any incident.

What You Bring Along:

Bachelor's degree in Computer Science, Information Technology, a related field, or equivalent professional experience.
Minimum of 6-10 years of experience in a technical support or IT support role, preferably in a 24/7 environment.
Good understanding of SaaS applications and single sign-on (SSO) services such as Okta, as well as website technologies.
Experienced with support ticketing systems (e.g., ServiceNow) and remote support tools, with a solid grasp of support standard processes.
Excellent problem-solving skills and the ability to work under stress, maintaining composure and effective decision-making.
Good communication skills and proficiency in English (both written and verbal), with the ability to convey technical information clearly to non-technical audiences.
Flexibility to work a shift schedule, including nights, weekends, and holidays, ensuring continuous support coverage.
Experience working with Okta, Elastic Kibana or similar monitoring and alerting tools, facilitating proactive issue detection and resolution

Bonus Points:

Fast learner and have a broad set of technical skills - Mac (majority of our laptops), Windows, Linux, and Okta
Passion for improving and automating processes
Ability and interest in working in a fast-paced, high-growth setting with a positive approach
Worked with multicultural and geographically distributed teams