Senior IT Operations Analyst

This is a fully remote position, open to applicants in Turkey.

📋 Description

• Serve as a Senior member of the IT Operations team, enhancing organizational processes and providing mentorship to junior staff.

• Maintain extensive technical expertise in our application stack and IT security, effectively relaying updates to both the engineering team and the wider organization.

• Work independently to oversee both proactive initiatives and reactive break/fix tasks.

• Exhibit comprehensive ownership of device procurement through third-party suppliers, managing intricate logistical challenges from initial order to final delivery and issue resolution.

• Handle and resolve incoming IT Service Desk (ITSD) tickets via Jira, ensuring prompt responses and complete resolution.

• Actively engage in strategic initiatives by advancing assigned tasks in the Jira project backlog, aiding the shift to a more proactive IT Operations model.

• Process hardware and software provisioning requests, ensuring operational readiness for users in Turkey and other global locations.

• Act as a primary escalation point for technical and operational issues, providing guidance and advanced support to junior members of the IT Operations team.

• Lead essential lifecycle events by participating in onboarding training for new hires and executing secure, IT-focused responsibilities during employee terminations.

• Assist in internal and external IT audit processes (e.g., SOC 2, PCI, and SOX) by coordinating and supplying necessary documentation for access controls, ITSD ticketing, and quarterly software vendor compliance.

⛳️ Requirements

• Candidates must be fluent in English.

• Experience: A minimum of 10 years.

• Familiarity and comfort working within an agile team; the ideal candidate should understand agile principles, including Jira ticket classification, estimation, and meeting workflows.

• Demonstrated ability to work autonomously, showcasing end-to-end ownership of complex operational challenges from initial assessment to resolution, root cause analysis, and subsequent process enhancements.

• Systems and skills knowledge should encompass the highest levels of proficiency in the following:

• Expertise in managing Identity Providers (iDP), specifically administering Google Workspace for a global user base, including Organizational Unit (OU) structure, group management, and license optimization.

• Proven experience with Single Sign-On (SSO) implementations and SAML/OIDC protocols, including the configuration and enforcement of MFA/2FA policies to maintain a secure authentication environment.

• Strong background in endpoint security, particularly in high-compliance SaaS environments, utilizing tools such as Jamf Protect for ongoing threat prevention, compliance reporting, and policy enforcement across a global fleet.

• Expert administration of Jamf Pro, encompassing Automated Device Enrollment (ADE), zero-touch deployment, patch management, application provisioning, and utilizing Smart Groups for targeted policy and configuration deployment.

• Profound technical knowledge of the Apple macOS ecosystem, including advanced support for MacBook Air and Pro models, FileVault encryption key management, OS patch cycle management, and leveraging native security features.

• Proven experience in Atlassian/Jira administration, particularly with Jira Service Management (JSM) for ITSD ticketing, including the design and optimization of intricate workflows, issue categorization, and implementing Automation for Jira to enhance operational tasks.

• Demonstrated expertise in implementing, managing, and ensuring ongoing compliance with critical frameworks, including SOC 2, SOX, and PCI-DSS.

• Proven experience in managing access, governance, and security for AI platforms (e.g., OpenAI) while ensuring their compliant integration with the existing tech stack, with careful attention to PII handling and data integrity controls.

• Expert-level enterprise administration of Slack (Enterprise Plus/Grid), encompassing advanced configuration of SSO/MFA, managing third-party app and bot integrations, defining data retention policies, and overseeing workspace-level security and compliance controls.

• Extensive experience in building and maintaining IT operations automation workflows using scripting languages (e.g., Python, Bash) or dedicated automation tools (e.g., Power Automate, Automation for Jira) to enhance efficiency and enforce security policies.

🏝️ Benefits

• Opportunities for professional development.