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 .