CloudFactory

Senior IT Operations Specialist

CloudFactory

full-time

Posted on:

Location Type: Hybrid

Location: Kathmandu • Nepal

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Job Level

Senior

Tech Stack

CloudITSM

About the role

  • - 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.
  • - 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.
  • - 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.
  • - 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

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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
IT operationsservice managementsolution deliveryresource planningincident managementproblem managementchange managementroot cause analysisworkflow automationcompliance standards
Soft skills
mentoringcoachingcollaborationleadershipcommunicationaccountabilityadaptabilityreportingproblem-solvingstakeholder management
Certifications
Bachelor’s degree in Information TechnologyBachelor’s degree in Computer ScienceITIL certification