CloudFactory

IT Operations Lead

CloudFactory

full-time

Posted on:

Location Type: Hybrid

Location: Kathmandu • Nepal

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Job Level

Senior

Tech Stack

ITSM

About the role

  • Act as the primary regional entry point for all IT support queries, ensuring effective triage, ownership, and escalation to SecOps, ITOps, or BizApps as appropriate.
  • Serve as the lead regional liaison between global IT functions and regional business stakeholders, translating global standards into practical regional execution.
  • Mentor and support local IT contributors, setting service expectations, promoting consistent ways of working, and enabling professional development.
  • Own regional service delivery planning, including service desk development, roster design, scheduling, and resource coordination.
  • Provide visible regional IT leadership, balancing global priorities with local operational needs to ensure high-quality, frictionless support experience.
  • Act as the senior escalation point for high-priority incidents, coordinating resolution with relevant ITOps, BizApps, and SecOps teams.
  • Execute IT service management processes in adherence to ITIL frameworks.
  • Conduct post-incident reviews to reduce recurrence and drive service improvement initiatives based on agreed-upon SLAs.
  • Design and lead the implementation of complex automation workflows for infrastructure management.
  • Ensure all regional IT processes, runbooks, and operational procedures align with global standards and compliance frameworks.

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.
  • Expert application of ITIL frameworks (Incident, Problem, Change, and Continual Service Improvement) and compliance standards (ISO 27001, SOC 2, GDPR).
  • Strategic oversight and quality assurance of platforms like Google Workspace and Slack, including vendor collaboration for critical issues and knowledge base optimization.
  • Advanced capability in overseeing the design, deployment, and operation of physical data centers and on-premise networks, including robust backup and disaster recovery (DR) solutions.
  • Expert management of the corporate domain portfolio, enforcing security best practices (MFA, Identity Management, DNSSEC, DMARC) and serving as the final escalation point.
  • Proven ability to architect and implement complex automation workflows for infrastructure management, software rollouts, and system integrations to drive IT efficiency.
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 & Tools
IT service managementautomation workflowsinfrastructure managementresource planningbackup solutionsdisaster recoverysystem integrationssoftware rolloutsincident managementchange management
Soft Skills
leadershipmentoringcommunicationstakeholder managementservice delivery planningproblem-solvingstrategic oversightquality assurancecollaborationprofessional development
Certifications
Bachelor's degree in Information TechnologyBachelor's degree in Computer ScienceITIL certification