IT Operations Lead

As the IT Operations Lead at our forward-thinking mid-market information services and research firm, you will play a crucial role in setting up and managing the IT operations for our growing team in Pune, India. Your primary focus will be on ensuring smooth day-to-day IT operations for all company staff across the US, UK, and India. Here are the key responsibilities and qualifications required for this role: **Key Responsibilities:** - **Cloud Infrastructure Management:** - Oversee and optimize cloud-based infrastructure including Office 365, SharePoint, and Salesforce. - Ensure secure and reliable access to cloud resources globally. - **Technical Support:** - Supervise the IT support team handling technical issues across multiple time zones. - Establish and optimize IT support processes with appropriate SLAs. - Manage staff and contractor onboarding/offboarding processes. - Ensure timely resolution of IT incidents with 24/7 coverage consideration. - **Security & Compliance:** - Develop and enforce firmwide security policies and procedures. - Support commercial teams as a subject matter expert for client queries on security. - Manage identity and access management across all cloud platforms. - Oversee security audits and vulnerability assessments of cloud services. - **Software & License Management:** - Manage Office 365, SharePoint, Salesforce, and other SaaS licensing and subscriptions. - Optimize license allocation across global teams to control costs. - Standardize cloud application configurations and implement best practices. - Maintain an inventory of digital assets and subscriptions. - **Strategic Planning & Projects:** - Collaborate with global leadership on IT strategy planning and budgeting. - Identify process improvement and automation opportunities using cloud tools. - Provide regular reporting on KPIs and address technology needs. - Identify ways to leverage Gen AI tools for productivity and client service. - **People & Vendor Management:** - Recruit, train, and mentor IT support staff in India. - Create and maintain IT process documentation and knowledge base. - Negotiate and manage vendor contracts and SLAs. - Work with outsourced project teams and technology providers. - **Business Continuity:** - Develop and maintain business continuity and disaster recovery plans. - Conduct regular testing of cloud backup and recovery procedures. - Manage incident response for major service disruptions. **Required Skills and Qualifications:** - 4-5 years of IT operations/administration experience. - Experience in Office 365, SharePoint, and SFDC is essential; knowledge of Wordpress is a bonus. - Self-starter with a track record of initiative and problem-solving. - Strong collaborator and communicator across time zones. - Customer service ethic and a focus on problem-solving and improvement. - Experience managing a small team is preferred. - Experience working in an international organization is an advantage. Join us in this exciting opportunity to drive IT operations excellence and innovation in a dynamic and growing organization!,