Key Responsibilities (Outcome-Led)
IT Service Delivery & Process Excellence
- Run ITIL-aligned service delivery (incident, request, problem, change) with clear SLAs and rigorous post-incident reviews (PIRs).
- Oversee L1-L2.5 support teams to ensure efficient ticket triage, prioritization, and resolution within SLA targets.
Identity & Access Lifecycle Management
- Lead end-to-end identity lifecycle automation for employees and applications using Okta (SSO/MFA/SCIM).
- Enforce strong authentication, least-privilege access, and timely joiner-mover-leaver (JML) processes.
Endpoint Management & Productivity
- Maintain endpoint posture and user productivity for a Mac-first fleet via Jamf Pro.
- Implement baselines, patching, compliance monitoring, and software deployment.
Collaboration Platform Operations
- Operate and maintain collaboration tools (e.g., Google Workspace, Lark) and ensure tenancy hygiene, data lifecycle, and retention policies are executed as designed .
Office IT & Network Foundations
- Oversee office IT infrastructure (network/Wi-Fi, meeting rooms/AV, printing) with partners, ensuring audit-ready site operations .
SaaS Governance & Asset Lifecycle
- Govern SaaS access and licensing hygiene.
- Manage asset accuracy from procurement to disposal, with documented evidence.
Cross-Functional Collaboration
- Partner with Project Managers and Solution Architects to ensure operational stability and support technology initiatives.
Success Measures
- SLA attainment consistently met, with a downward trend in MTTR major incidents are rare and well-remediated.
- Patch/compliance targets achieved on time deviations corrected rapidly.
- SSO/MFA coverage near-universal JML processes timely (day-1 readiness, rapid deprovisioning).
- Asset records accurate, with documented disposal processes ticket deflection via knowledge/self-service improves monthly.
- Smooth rollouts with measurable adoption and reduced support load.
Qualifications & Skills
- Bachelor's degree in Computer Science, IT, or related field
- Minimum 6-10 years in IT operations, including hands-on administration and team leadership in a multinational environment
- Certifications such as ITIL, Jamf Certified Administrator, or Okta Certified Administrator.
- Experience operating in fast-growth or regulated environments.
- Familiarity with multinational team management.
Technical Expertise:
- Proficiency in JAMF Pro (macOS/iOS endpoint management) and Okta (identity lifecycle automation).
- Strong command of ITIL practices and experience with ITSM tools (e.g., Jira Service Management)
- Admin proficiency in Google Workspace and modern collaboration suites (e.g., Lark).
Leadership Skills:
- Clear operational judgment, stakeholder communication, and vendor/SOW management.
- Ability to simplify processes, eliminate toil, and enforce hygiene standards .
