IT Operations Lead

At CloudFactory, we are a mission-driven team passionate about unlocking the potential of AI to transform the world. By combining advanced technology with a global network of talented people, we make unusable data usable, driving real-world impact at scale.

More than just a workplace, we’re a global community founded on strong relationships and the belief that meaningful work transforms lives. Our commitment to earning, learning, and serving fuels everything we do as we strive to connect one million people to meaningful work and build leaders worth following.

Our Culture

At CloudFactory, we believe in building a workplace where everyone feels empowered, valued, and inspired to bring their authentic selves to work. We are:

• Mission-Driven: We focus on creating economic and social impact.
• People-Centric: We care deeply about our team’s growth, well-being, and sense of belonging.
• Innovative: We embrace change and find better ways to do things together.
• Globally Connected: We foster collaboration between diverse cultures and perspectives.

If you’re passionate about innovation, collaboration, and making a real impact, we’d love to have you on board!

Role Summary

CloudFactory is seeking a service-focused, technically capable Senior IT Operations Lead to oversee the front door process into IT for all support queries. This is a high-visibility role responsible for owning and continuously improving a frictionless, end-to-end IT support service, ensuring issues are triaged effectively and escalated to SecOps, ITOps, or BizApps as required.

As the senior regional IT representative, you will lead local IT operations while serving as a trusted interface between regional teams and global IT functions. You will own service desk development and performance, supporting all business functions, and act as the primary escalation point for complex or high-impact issues. When required, you will represent IT at a local, regional, and global level, ensuring consistent service standards and clear communication.

While the role is service-management led, it requires strong technical competence across enterprise applications, SaaS platforms, and cloud services to troubleshoot issues, guide prioritisation, and mentor support teams. You will also be responsible for operational leadership activities, including incident coordination and 24x7 support roster planning, ensuring reliable, high-quality IT service delivery across CloudFactory’s distributed workforce.

Key Responsibilities

Regional Leadership & Service Ownership

• Front Door into IT: 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.
• Regional Interface: Serve as the lead regional liaison between global IT functions and regional business stakeholders, translating global standards into practical regional execution while feeding regional needs back into global teams.
• Mentorship & Coaching: Mentor and support local IT contributors, setting service expectations, promoting consistent ways of working, and enabling professional development, without direct line management responsibility.
• Service & Resource Planning: Own regional service delivery planning, including service desk development, roster design, scheduling, and resource coordination to support reliable 24x7 global IT operations.
• Operational Leadership: Provide visible regional IT leadership, balancing global priorities with local operational needs to ensure a responsive, high-quality, and frictionless support experience.
• Customer engagement in relation to incident response and problem mgmt as required.

Global IT Service Management (ITSM)

• Incident & Escalation Management: Act as the senior escalation point for high-priority incidents, coordinating resolution with relevant ITOps (infrastructure), BizApps (applications), and SecOps (security) teams.
• Process Execution: Execute IT service management processes (Incident, Problem, Change) in adherence to ITIL frameworks.
• Continuous Improvement: Conduct post-incident reviews (Root Cause Analysis) to reduce recurrence and drive regional service improvement initiatives based on agreed-upon Service Level Agreements (SLAs).
• Reporting: Provide clear, concise reports on service health, project status, and outage impacts to both regional business leaders and global functional IT leads.

Technical Solutioning & Device Management

• SaaS & Workspace Expertise: Maintain hands-on operational knowledge of Google Workspace (Admin Console), Slack management, and other enterprise SaaS platforms to support operations and troubleshoot issues.
• Endpoint Diversity: Oversee service delivery for a diverse global workforce, managing support for both company-managed devices (MDM principles) and the challenges of Bring Your Own Device (BYOD) environments.
• Solution Design: Participate in solution design and workflow automation projects, ensuring alignment with business needs and compliance frameworks (ISO 27001, SOC 2, GDPR).
• Local Infrastructure Resilience: "Partner with Facilities to monitor and maintain critical IT infrastructure to ensure 99.9% uptime for the Nepal delivery centers.
• Innovation: Evaluate and recommend emerging technologies and process improvements to enhance operational resilience and efficiency.

Cross-Functional Coordination & Governance

• Bridge Building: Act as the bridge between IT teams, aligning operational processes, strategic projects, and technology deployments.
• Project Execution: Lead the regional execution of IT projects driven by central IT functions (e.g., security audits, network upgrades, application rollouts).
• Documentation & Compliance: Ensure all regional IT processes, runbooks, knowledge articles, and operational procedures align with standards provided by the global functional IT teams.

Requirements:
Education

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

Experience

• 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.

Technical Skills

• Workplace Technology: Deep familiarity with Google Workspace and Slack administration.
• Foundational Knowledge: Solid awareness of Networking, Cloud Technologies, and Information Security (MFA, Identity Management).
• Frameworks: Strong understanding of ITSM principles (Incident, Problem, Change Management) and compliance frameworks (ISO, SOC2).

Key Competencies

• Stakeholder Management: Exceptional ability to manage expectations, influence outcomes, and build consensus across disparate functional teams.
• Communication: Highly proficient written and verbal communication skills (English and local language) for concise technical and non-technical reporting.
• Problem Solving: Demonstrated ability to approach complex service disruptions logically and perform effective Root Cause Analysis (RCA).
• Adaptability: Ability to thrive in a fluid environment with decentralised authority, effectively prioritising competing demands and operational support against project deadlines.

Additional information:

• May require work outside standard hours for escalations or global coordination, including weekends and public holidays.
• This is a hybrid role, however on-premise presence will be expected. Occasional work-from-home flexibility may be available based on role requirements and team alignment.

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

At CloudFactory, we believe that work should be more than just a job—it should be a platform for growth, impact, and community. Here, you’ll earn with purpose, learn every day, and serve a mission that truly matters. If you're looking for a career where you can develop professionally, contribute meaningfully, and be part of a global movement, we’d love to have you on this journey!

Join us today and be part of our mission to connect people and technology for a better world! Apply now and bring your whole, authentic self to work—we can’t wait to meet you!