Responsibilities
- Oversee and maintain the company's IT infrastructure, including networks, endpoints, servers, and cloud accounts, across all global offices.
- Handle daily IT operations to ensure systems and services are available and reliable around the clock.
- Manage the complete user onboarding and offboarding process, including provisioning and deprovisioning access across various systems.
- Administer SaaS applications by managing user provisioning, tracking licenses, and coordinating renewals.
- Manage the full IT asset lifecycle, from procurement and deployment to tracking and secure disposal.
- Proactively monitor systems and infrastructure, troubleshoot issues, resolve incidents, and escalate as needed within service level agreements.
- Support the CISO and security team with daily compliance tasks, security tool configuration, and gathering audit evidence.
- Identify repetitive manual tasks and create automation using Shell or Python scripting and API integrations to streamline IT operations.
- Work with cross-functional teams to support integration projects and address tooling gaps.
- Maintain and enforce existing IT policies and procedures, flagging any gaps for review.
- Support business continuity and disaster recovery efforts, including testing, documentation, and maintaining runbooks.
- Serve as the escalation point for Tier 2 and Tier 3 technical support and helpdesk operations.
- Document processes, configurations, and runbooks to build team knowledge and reduce single points of failure.
- Coordinate with vendors on daily support tickets, renewals, and issue resolution.
- Mentor junior IT staff and interns on troubleshooting approaches and best practices.
- Track IT performance metrics such as uptime, ticket resolution time, and SLA adherence, and report on trends.
Work Arrangement
Remote (Worldwide)
Other
This role will require occasional overlap with US/UK time zones.
