About the position
We are looking for an IT Operations Lead who will be responsible for first-response IT support, vendor management, and preventative IT maintenance. This role requires a hands-on technical expert who can resolve issues quickly while implementing long-term IT strategies to improve system stability and efficiency.
1. First Response IT Support (Hands-on Troubleshooting)
- Act as first responder to diagnose and resolve hardware, software, network, cloud, and security issues.
- Support Windows, Mac, networking, cloud applications, and SaaS platforms (Mendix, Azure, AWS, etc.).
- Ensure minimal downtime and escalate complex issues to vendors when necessary.
2. Preventative IT Maintenance & Optimization
- Perform regular health checks, patch management, security audits, and system monitoring.
- Reduce IT failures by addressing root causes instead of applying temporary fixes.
- Implement best practices to optimize performance and reliability.
3. Vendor & Service Provider Management
- Manage relationships with existing IT vendors (network, cloud, hardware, and software support).
- Hold vendors accountable to SLAs (response times, uptime, performance standards).
- Assess vendor contracts and negotiate better terms where needed.
4. Infrastructure, Security & Cloud Management
- Oversee TechnoGrid, failover systems, backups, and cloud management (Mendix Cloud, Azure, AWS, etc.).
Implement security best practices (access control, endpoint security, compliance,etc).
- Ensure software licensing compliance across all systems.
5. Process Improvement & Automation
- Establish a helpdesk/ticketing system for tracking IT requests and issues.
- Document IT policies and standard operating procedures (SOPs).
- Automate system monitoring, backup scheduling, and alerts to improve response times.
? 10+ years of IT support & operations experience
? Strong troubleshooting skills (Windows, Mac, Networking, Cloud, Security)
? Experience with SaaS, Mendix, Azure, or AWS
? Proven ability to lead IT teams/vendors
? Knowledge of IT governance, security, and compliance best practices
? Vendor and contract negotiation skills
? Excellent problem-solving, communication, and leadership skills
Contract Terms & Hiring Process
- Initial Contract Duration: 6 months (with potential for full-time hire based on performance)
- Onsite Requirement: Full-time, based at company headquarters
- Reporting Line: Reports to Head of Operations & Talent
Desired Skills:
- endor & Service Provider Management
- Infrastructure
- Security & Cloud Management
- ands-on Troubleshootin
