IT Operations Lead

Shift timings: 1 p.m. – 10 p.m. (Work from office)

• Our client is a forward-thinking mid-market information services and research firm poised for growth, serving clients in the financial services and insurance sectors.
• We are seeking an IT operations leader to own the day-to-day IT operations for all companies staff. This position will be office-based, in Pune India and will support a staff of ~200 across US, UK and India.
• Our current IT infrastructure is cloud-based – Office 365, SharePoint, SFDC and Okta along with a host of SaaS tools form the bulk of our technology footprint. Our client website is WordPress-based.

Key areas of responsibility would include:

• Cloud Infrastructure Management

1. Oversee and optimize cloud-based infrastructure (Office 365, SharePoint, Salesforce)
2. Ensure secure and reliable access to cloud resources across global locations

• Technical Support

1. Supervise the IT support team handling technical issues across multiple time zones
2. Establish/optimize IT support processes tailored to a global workforce with appropriate SLAs
3. Ensure timely resolution of IT incidents with 24/7 coverage consideration
4. Manage staff and contractor onboarding and offboarding

• Security & Compliance

1. Develop and enforce firmwide security policies and procedures
2. Support commercial teams as subject matter expert for client questions on security policies, procedures and practices
3. Manage identity and access management across all cloud platforms
4. Promptly deal with alerts
5. Oversee regular security audits and vulnerability assessments of cloud services

• Software & License Management

1. Manage Office 365, SharePoint, Salesforce, and other SaaS licensing and subscriptions
2. Optimize license allocation across global teams to control costs
3. Standardize cloud application configurations and implement best practices
4. Maintain inventory of digital assets and subscriptions

• Strategic Planning & Projects

1. Collaborate with global leadership on IT strategy planning and budgeting
2. Identify opportunities for process improvement and automation using cloud tools
3. Provide regular reporting on KPIs
4. Proactively work with business leaders to identify and address technology needs
5. Identify ways to leverage Gen AI tools across the firm to improve productivity and client service

• People & Vendor Management

1. Recruit, train, and mentor IT support staff in India with consideration for global support
2. Create and maintain IT process and tech documentation and knowledge base
3. Negotiate and manage vendor contracts and SLAs
4. Work with outsourced project teams/ technology providers as needed

• Business Continuity

1. Develop and maintain business continuity and disaster recovery plans
2. Conduct regular testing of cloud backup and recovery procedures
3. Manage incident response for major service disruptions

Required Skills and Qualifications:

1. Ability to prioritise multiple short-term and medium-term tasks, and work to deadlines
2. Ability to listen to and implement feedback
3. Excellent attention to detail
4. Ability to work effectively individually and as a part of a team
5. Ability to identify problems and recommend solutions
6. Intellectual curiosity
7. Creative mindset
8. Ability to assess problems holistically

Qualifications:

1. Bachelor’s degree or equivalent
2. Excellent oral and written communication skills in English (required)
3. Strong numerical skills (required)
4. Advanced Excel skills (required)
5. Data visualisation skills in Excel / PowerPoint (required)
6. Knowledge of HTML and CSS (required)
7. Knowledge of any other programming language (preferred)
8. Experience with SQL databases (preferred)