IT Operations Lead

Job Title: IT Operations Lead Location: Kochi Working Hours: Monday to Friday | 1:00 PM 10:00 PM IST Salary: 35k - 40k per month Role Overview We are looking for an IT Operations Lead to own and scale our internal IT systems, product support, and access management processes. This role ensures smooth operations, secure systems, and efficient workflows as we scale across regions. Key Responsibilities 1. Own and manage L1 & L2 support teams and ticketing workflows 2. Handle onboarding/offboarding and access management across systems 3. Implement RBAC, enforce MFA, and run regular access audits 4. Maintain GDPR compliance and coordinate external security audits 5. Improve processes and reduce manual workload through automation 6. Work closely with product, engineering, and business teams Key KPIs 1. Ticket Resolution Time and SLA adherence 2. Reduction in ticket volume 3. Onboarding time (< 24 hours) 4. Offboarding completion (< 2 hours) 5. MFA coverage (target 100%) 6. Security incidents (target 0) Requirements -Mininum 3 years experience in IT Operations or Support -Experience managing IT processes in SaaS or tech environments -Strong understanding of access management and IAM -Familiarity with AWS/GCP and SaaS tools 5 Good understanding of security and compliance (GDPR preferred) Why This Role Matters This role is critical to ensuring system reliability, operational efficiency, and security as the company scales. It allows engineering teams to focus on product while maintaining strong operational control Ability to commute/relocate: Kochi, Kerala: Reliably commute or planning to relocate before starting work (Preferred) Application Question(s): Will be able to join immediately if you are selected Experience: IT support: 3 years (Required) Work Location: In person .