Oportun

IT Support

• Lead and manage the India-based End User Services and Enterprise Service Desk (Level 1) team, providing coaching, performance management, and operational oversight.
• Ensure adherence to established SLAs and service delivery standards for incident resolution and service requests through ServiceNow.
• Oversee onboarding and offboarding processes, including device provisioning, computer imaging, access configuration, and system readiness for new hires.
• Provide advanced troubleshooting support for hardware, operating systems, enterprise applications, identity management, and collaboration platforms.
• Manage endpoint lifecycle operations including asset coordination, device compliance alignment, patch management support, and refresh programs.
• Serve as primary liaison for regional IT vendors, ensuring service quality, issue escalation management, and effective coordination.
• Support global IT operations by providing India-based support coverage with overlap for U.S. and Mexico business hours.
• Drive continuous improvement initiatives, including automation of service desk workflows and responsible adoption of AI tools to enhance user productivity and operational efficiency.
• Partner cross-functionally with Global IT, Security, HR, and Infrastructure teams to ensure consistent and scalable IT service delivery.

IT Manager

Security Analyst

• Conduct security risk assessments across infrastructure, applications, and other enterprise assets.
• Identifies and explains top risk drivers; scopes data-driven prioritization.
• Translate technical risks into business terms and advise stakeholders on appropriate risk mitigation strategies.
• Perform risk quantification analysis. Analyze the risk impact, vulnerability gaps, threat modeling, and control gaps.
• Support and enhance the implementation of cybersecurity risk management frameworks (NIST CSF, CIS Controls).
• Collaborate with IT, Engineering, Legal, and Compliance teams to ensure secure and compliant operations.
• Contribute to in-house developed applications with an emphasis on Java environments. Executes clean, reusable code and performs Quality Control on own work.
• Contribute to the development and maintenance of the organization's information security policies, standards, and procedures. Modifies logic, metrics, or models to better reflect business needs.
• Contribute to the information security education of enterprise users through risk management activities.
• Contribute to the continuous improvement of the information security risk management program.

IT Manager

Senior Information Security Analyst