Senior IT Operations Specialist

At CloudFactory, we are a mission-driven team passionate about unlocking the potential of AI to transform the world. By combining advanced technology with a global network of talented people, we make unusable data usable, driving real-world impact at scale. 

More than just a workplace, we’re a global community founded on strong relationships and the belief that meaningful work transforms lives. Our commitment to earning, learning, and serving fuels everything we do as we strive to connect one million people to meaningful work and build leaders worth following.

Our Culture

At CloudFactory, we believe in building a workplace where everyone feels empowered, valued, and inspired to bring their authentic selves to work. We are:

• Mission-Driven: We focus on creating economic and social impact.
• People-Centric: We care deeply about our team’s growth, well-being, and sense of belonging.
• Innovative: We embrace change and find better ways to do things together.
• Globally Connected: We foster collaboration between diverse cultures and perspectives.

If you’re passionate about innovation, collaboration, and making a real impact, we’d love to have you on board!

Role Summary

CloudFactory is seeking a service-focused and technically capable Senior IT Operations Specialist to play a high-visibility regional leadership role within our global IT organization. This role serves as the primary regional interface between CloudFactory’s global IT functions—SecOps, TechOps, and BizApps—and regional business stakeholders.

While the role is strongly service-management and operations-focused, it requires solid technical knowledge of enterprise applications, SaaS platforms, and cloud services. You will act as the senior regional point of contact, ensuring reliable, efficient, and high-quality IT service delivery across CloudFactory’s distributed teams.

Key Responsibilities

Regional Leadership & Coordination

• Act as the primary liaison between global IT teams (SecOps, TechOps, BizApps) and regional stakeholders, adapting global standards to regional needs.
• Mentor, coach, and support local IT contributors, ensuring consistent training, development, and accountability (without direct line management).
• Collaborate with IT functional leads on roster planning, scheduling, and resource allocation to ensure seamless 24x7 global support coverage.
• Provide regional operational leadership while advocating for team needs in a fast-paced, global environment.

IT Service Management (ITSM)

• Serve as the senior escalation point for high-priority incidents, coordinating resolution across infrastructure, application, and security teams.
• Execute ITSM processes including Incident, Problem, Change, and Request Management in alignment with ITIL practices.
• Lead post-incident reviews and Root Cause Analysis (RCA) to drive continuous service improvement and SLA adherence.
• Deliver clear reporting on service health, incidents, outages, and operational performance to regional and global stakeholders.

Technical Solutioning & Device Management

• Maintain hands-on operational expertise in Google Workspace (Admin Console), Slack administration, and other enterprise SaaS platforms.
• Oversee IT service delivery for a globally distributed workforce, supporting both company-managed devices and BYOD environments.
• Contribute to solution design and workflow automation initiatives aligned with business needs and compliance standards (ISO 27001, SOC 2, GDPR).
• Evaluate and recommend tools, technologies, and process improvements to enhance efficiency and operational resilience.

Cross-Functional Coordination & Governance

• Act as a bridge across IT functions to align operational processes, strategic initiatives, and technology deployments.
• Lead regional execution of global IT initiatives such as security audits, application rollouts, and infrastructure upgrades.
• Ensure regional documentation, runbooks, knowledge articles, and processes align with global IT standards and governance requirements.

Requirements

Education

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• ITIL certification or equivalent service management training is highly desirable.

Experience

• 5+ years of experience in IT operations, service management, or solution delivery within a global, multi-site environment.
• Proven experience supporting 24x7 operations and complex resource or roster planning.
• Experience supporting a global user base, including both managed devices and BYOD environments.

Technical Skills

• Strong hands-on knowledge of Google Workspace and Slack administration.
• Foundational understanding of networking, cloud technologies, and information security (MFA, identity management).
• Solid grasp of ITSM frameworks (Incident, Problem, Change Management) and compliance standards (ISO, SOC 2).

Key Competencies

• Excellent stakeholder management skills with the ability to influence, align, and build consensus across teams.
• Strong written and verbal communication skills for both technical and non-technical audiences.
• Analytical problem-solving skills with demonstrated experience conducting Root Cause Analysis.
• Ability to thrive in a decentralized, fast-changing environment while balancing operational support and project work.

Additional information:

• May require work outside standard hours for escalations or global coordination, including weekends and public holidays.
• This is a hybrid role, however mostly on-premise presence will be expected. Occasional work-from-home flexibility may be available based on role requirements and team alignment.

Benefits

• Great Mission and Culture
• Meaningful Work
• Market competitive salary
• Quarterly variable compensation
• Remote and Home working
• Comprehensive medical cover 
• Group life insurance
• Personal development and growth opportunities
• Office snacks and lunch
• Periodic team building and social events

At CloudFactory, we believe that work should be more than just a job—it should be a platform for growth, impact, and community. Here, you’ll earn with purpose, learn every day, and serve a mission that truly matters. If you're looking for a career where you can develop professionally, contribute meaningfully, and be part of a global movement, we’d love to have you on this journey!

Join us today and be part of our mission to connect people and technology for a better world! Apply now and bring your whole, authentic self to work—we can’t wait to meet you!