IT Support Specialist - B2B SaaS

IT Operations Specialist - B2B SaaS (Work From Home)

Location must be: Delhi NCR, Hyderabad or Dehradun

OnceHub (www.oncehub.com) is an innovative and thriving software-as-a-service company that provides Engagement acceleration solutions to organisations worldwide.

We're a team of passionate and driven individuals living and working remotely across five countries and five continents: USA, India, Israel, South Africa, and Colombia. As an IT Services & Support Manager, you will work remotely from home (in India) with colleagues and stakeholders in multiple geographies.

Learn more about our employee led approach in our CEO video: https://www.oncehub.com/careers

We are a product-led company, and as such, our product is the driver of our business. As an IT Operations Specialist, you are responsible for overseeing the delivery of OnceHub's internal IT stack to OnceHub employees. Your primary goal is to ensure a stable and secure environment for the delivery of IT services to employees in compliance with IT Policies & Procedures.

Key Responsibilities:

IT Service Delivery:

• Oversee the operations of the IT Service Desk.
• Ensure exceptional IT service delivery to employees, including increased efficiency of service requests resolution, and a reduction in the number of disruptive incidents.
• Manage the desktop computing environment to ensure that IT equipment is built and maintained to high standards of stability, performance and security.
• Monitor performance metrics and drive improvements in IT service delivery.
• Administer and keep track of the company's hardware inventory.
• Streamline IT onboarding and off boarding processes, ensuring a seamless experience for employees.

General Responsibilities:

• Maintain and enhance OnceHub's internal IT Services Catalog.
• Regularly assess and ensure the compliance of IT services with OnceHub's IT Policies and Procedures.
• Uphold OnceHub's Business Continuity Plan (BCP), developing and executing BCP and Disaster Recovery strategies when necessary.
• Lend support to certification compliance efforts.
• Assist in the design and implementation of IT training programs for OnceHub employees.
• Produce high quality documentation as required to support processes.
• Help maintain robust infrastructure security

Qualifications and Skills Required:

• Bachelor's or Master's degree in Information Technology, Computer Science, or a related domain.
• Demonstrable experience in IT operations and service delivery and compliance management.
• Experience of configuring Service Desk software.
• Proven leadership abilities and strong team management skills.
• Outstanding communication and relationship-building capacities.
• Problem-solving prowess with a strategic, analytical mindset.
• A minimum of 3 years experience in an IT service delivery role.
• Must be based in the Delhi NCR region.

Apply because you want to...

• Work in a modern Saas, Product-led company
• Work remotely from home, saving you commuting time and promoting work-life balance
• Get exposure to working with stakeholders on a global level across different industries
• Work in a tech, fast-paced and challenging environment that provides opportunities for professional and personal growth
• Join a fantastic organisational culture that places learning at the centre of what we do
• Receive a competitive salary
• Work in a multicultural environment

If you want to contribute directly to the growth of an innovative SaaS company, please send us your CV!