IT Support

• Delivering exceptional IT support to Reward Gateway|Edenred employees, both locally and remotely
• Managing and resolving service requests and incidents in a timely and professional manner
• Administering and troubleshooting hardware and software across a mixed OS environment (70% Mac, 30% Windows and growing)
• Provisioning and managing user accounts, access permissions, and identity solutions using Active Directory, Azure AD and Okta
• Supporting and administering Microsoft 365 applications and services
• Maintaining and improving our office IT infrastructure (meeting room tech, printers, displays, etc.)
• Helping oversee hardware lifecycle management, including procurement, deployment, and decommissioning
• Assisting with IT audits, security compliance, and documentation
• Supporting the wider team with administration and integration of various SaaS systems
• Contributing to internal IT projects, process automation, and system upgrades
• Managing the Office IT infrastructure and peripherals (desk equipment, meeting rooms equipment etc.)

Junior IT Support Specialist

• Define, plan, and execute program objectives - keeping everything tied to organizational goals and priorities
• Own end-to-end delivery of technical programs: timelines, budgets, risks, and dependencies
• Coordinate cross-functional teams across R&D, Product, and Operations to keep delivery moving without friction
• Oversee technical delivery of infrastructure-related projects - server setup, system deployments, data center activities, cloud/hybrid environments
• Act as the main bridge between technical teams and stakeholders - translating, aligning, and unblocking
• Track progress, report on KPIs, flag issues early, and drive resolution
• Push continuous improvement across how we run and deliver programs

IT Program Manager

• Execute assigned audit engagements from planning through to reporting under the guidance of the Head of Audit.
• Conduct walkthroughs, document processes, and evaluate the design and operating effectiveness of internal controls.
• Perform comprehensive testing of IT General Controls (ITGCs) and automated or manual business process controls across key systems and platforms.
• Leverage direct system data extraction and automated testing techniques rather than relying solely on manual samples.
• Prepare clear working papers supporting audit conclusions using a proportionate, risk-based approach.
• Test compliance across group entities, including EU (MiFID II, AIFMD, UCITS, GDPR, AML), UK (FCA, SMCR, Consumer Duty), Hong Kong (SFC Code of Conduct, AML/CFT), and Dubai (DFSA Rulebook, AML).
• Stay informed of global regulatory developments while collaborating with local compliance teams to gather information and clarify expectations.
• Draft audit findings, discuss results with process owners, and agree on practical management action plans (MAPs).
• Monitor the status of open findings, rigorously validate remediation actions, and maintain accurate audit system records.
• Manage co-sourced and outsourced audit providers to ensure seamless, high-quality execution of specialized reviews.
• Assist the Head of Audit with Audit Committee materials, support external audits, and coordinate regulatory examinations.
• Contribute to continuous improvement initiatives, specifically driving the development of data analytics and continuous auditing capabilities.

Compliance Audit Manager

• Maintain employee laptops, peripherals, and business applications
• Solve complex technical issues across our IT environment
• Collaborate with team members from software engineering and other departments to support their technical needs
• Deliver service-oriented support as a key member of our IT support team
• Procure, configure, and support Mac devices as our primary platform, with occasional Windows support.
• Provide technical support and troubleshooting for MDM-related issues, ensuring high availability and performance.
• Maintain an inventory of IT laptops, conference room equipment, network devices, and other systems.
• Provide training to users on the use of IT systems and hardware.
• Create and maintain documentation of IT processes and system configurations.
• Analyze support tickets to spot underlying trends and potential issues.
• Manage and automate onboarding and offboarding processes.

IT Support Specialist

• Lead, mentor, and develop a team of engineers and administrators responsible for enterprise productivity and collaboration platforms.
• Oversee and help coordinate 24x7x365 operational support coverage, including on-call rotations, escalation management, and incident response processes.
• Act as a senior technical escalation point for complex incidents, outages, integrations, and platform-related issues.
• Evaluate emerging technologies, AI capabilities, automation opportunities, and collaboration tooling enhancements.
• Serve as a thought leader for modern workplace technologies and employee productivity solutions.
• Manage day-to-day operations, administration, governance, and lifecycle management of Microsoft 365 / Office 365, SharePoint Online, Microsoft Teams, Power Platform (Power Apps, Power Automate, Copilot Studio), Voice/Telephony Services, Slack, Five9, Google Workspace, and enterprise application integrations.
• Drive operational excellence through ITSM and ITIL-aligned processes including Incident, Problem, Change, Request, Knowledge, and Major Incident Management.
• Manage operational backlogs, enhancement requests, platform projects, and service improvement initiatives using Jira.
• Own operational service health, uptime, support models, SLAs, and continuous service improvement initiatives.
• Develop and manage team on-call schedules and participate in after-hours support and escalation activities as needed.
• Establish operational standards, monitoring, alerting, documentation, and support procedures.
• Partner with Security, Infrastructure, Networking, IAM, Compliance, Legal, and business stakeholders to ensure secure and compliant platform operations.
• Drive platform governance, licensing optimization, automation, and adoption strategies.
• Lead vendor relationships, escalations, and strategic roadmap discussions.
• Oversee platform integrations, API connectivity, authentication models, and enterprise application interoperability.
• Support organizational initiatives involving migrations, consolidations, acquisitions, and platform modernization efforts.
• Develop operational metrics, KPIs, dashboards, and executive-level reporting.
• Manage incident response coordination and participate in major incident management activities.
• Ensure documentation, knowledge management, and operational runbooks are maintained and continuously improved.
• Assist with budgeting, forecasting, licensing, and capacity planning activities.

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