Job Description

Job Title: Lead IT Operation & Support (India Based)

Location: Remote, Occasional Travel to Chennai, India

Engagement Type: Fulltime Perm Opportunity

Department: Global IT

Reports To: IT Operations ManagerTiming: 5.00pm IST to 2.00am IST

Required Skills: IAM tools (Okta), ITSM tools (SolarWinds), Google Workspace and Microsoft 365, Endpoint tools (Intune), Mac and Windows Support, Software Administration & Support (NetSuite, Salesforce, Snowflake)

Overview:

We are seeking an experienced

Lead IT Operation & Support

to join our Global IT team. In this role, you'll act as a trusted technical partner, delivering high-quality support to our distributed workforce and administering our core SaaS applications.

This is a hands-on, high-impact position ideal for someone with a systems administration background, strong troubleshooting instincts, and a service-oriented mindset. You'll work within a modern, cloud-native tech stack supporting a fast-scaling, federated enterprise environment.

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.

Job Type: Full-time

Pay: ?2,000,000.00 - ?2,500,000.00 per year

Benefits:

Health insurance Paid sick time Paid time off Provident Fund Work from home
Experience:

Lead IT Support (on papers): 5 years (Required) IT Support, Helpdesk, Service desk: 10 years (Required) Okta: 5 years (Required) Solarwinds: 3 years (Required) Google Workspace administration: 3 years (Required) MacOS: 2 years (Required)
Shift availability:

Night Shift (Required) Overnight Shift (Preferred)
Work Location: Remote