About the Team:The IT Operations team is the backbone of our platforms and services. We play a critical role in maintaining seamless day-to-day operations, securing our large-scale, high-availability applications, and driving continuous improvement to support the company's rapid growth and technological innovation.About the Role:We are seeking a highly experienced IT Operations professional who combines strategic oversight with hands-on expertise in managing complex IT environments. As a senior member of the team, you will be responsible for overseeing network and infrastructure operations, optimizing SaaS tools, and ensuring best practices across IT processes. This role requires a proactive, forward-thinking individual with a deep commitment to operational excellence, security, and a talent for navigating and solving complex IT challenges. Key responsibilities include:Enhance IT Operations : Support daily IT operations by coordinating incident response, managing escalations, and implementing best practices for change control to help ensure high availability and performance across platforms and systems.
Provide L1 and L2 Support : Deliver hands-on technical support at L1 and L2 levels for both local and regional offices, ensuring timely and effective resolution of issues.
Network and Infrastructure Management : Oversee, configure, and troubleshoot network infrastructure, including wireless access points (WAPs), switches, routers, firewalls, and ISPs, ensuring robust connectivity and security across sites.
Server and Virtualization Management : Manage and maintain Windows Server environments, VMware, and related infrastructure to ensure high performance and reliability.
SaaS Tools and License Administration : Manage and administer SaaS tools, including Atlassian Suite (Jira, Confluence), Microsoft Office 365, and others, ensuring optimal license utilization and seamless integration across platforms.
Data Backup, DR & BCP : Implement and manage backup solutions (e.g., Acronis), disaster recovery (DR), and business continuity planning (BCP) processes to safeguard data and maintain operations during disruptions.
Asset Management and Vendor Coordination : Maintain comprehensive IT asset inventory, manage procurement, and collaborate with local IT vendors to support smooth operations and scalability.
Support IT Security : Implement and maintain secure configurations, access controls, and password policies across devices and platforms to mitigate security risks.
Onboarding/Offboarding Management : Collaborate with regional teams to enhance IT onboarding/offboarding workflows, ensuring efficient provisioning, de-provisioning, and access management.
Strategic IT Projects : Lead and support infrastructure expansion projects for new offices, clinics, and remote work environments, including planning, implementation, and resource allocation.
Data Backup and Compliance : Oversee data backup, disaster recovery processes, and system operations, ensuring compliance with legal, security, and company policies.
User Support and Escalation Management : Resolve escalated technical issues with efficiency and professionalism, providing high-level support to both local and remote users.
Training and Knowledge Sharing : Conduct advanced IT training sessions, improve system awareness, and foster a culture of continuous learning and adherence to IT best practices.
Audit and Compliance : Support internal and external audits, providing detailed insights into IT policies, security controls, and asset management practices.
Stakeholder Communication : Act as a strategic liaison to business stakeholders, providing clarity and alignment on IT-related projects, priorities, and support initiatives.
Requirements:Educational Background : Bachelor's Degree in IT, Computer Science, or a related field.
Experience : 5+ years in senior IT support or IT operations roles, with a proven track record in medium to large-scale environments. Previous experience in healthcare is a plus.
Technical Expertise : Hands-on experience with Windows, MacOS, and Linux operating systems, as well as in-depth knowledge of network technologies (routing, switching) and familiarity with Fortigate and Meraki.
Server and Virtualization Skills : Strong experience managing Windows Server, VMware environments, and backup solutions like Acronis.
Disaster Recovery & BCP : Proven experience with disaster recovery planning and business continuity processes to ensure operational resilience.
Proficiency in SaaS Tools : Advanced experience with SaaS tools like Atlassian Suite, Google Workspace, Slack, VPNs, and SSO platforms (preferably OneLogin).
Leadership and Project Management : Demonstrated ability to lead IT projects, manage cross-functional teams, and effectively prioritize and execute on strategic initiatives.
Advanced Troubleshooting Skills : Strong diagnostic skills, with a proven ability to manage complex IT incidents and resolve issues efficiently.
Security and Compliance Knowledge : Solid understanding of IT security principles, including data protection, access control, and compliance with relevant regulations.
Mindset : A proactive problem solver with a high degree of professionalism, integrity, and adaptability. Willingness to support a fast-paced, dynamic environment and take ownership of complex challenges.
Communication Skills : Strong interpersonal and communication skills, with the ability to engage and influence stakeholders across all levels of the organization.#J-18808-Ljbffr