About the Role

We are seeking a hands-on, security-minded IT Operations Lead reporting to the CISO, to oversee IT operations in India while contributing to our global workplace technology strategy.

This individual will be the primary IT point of contact for employees and leadership in India, own day-to-day technology operations, handle technical escalations, administer critical systems, and improve the overall employee technology experience.

This is not a traditional help-desk position. The IT Operations Lead will be expected to take ownership, resolve complex technical issues, improve processes, automate repetitive work, and bring structure to a growing operation.

The position will not have direct reports initially. However, as our India operations grow, this individual will help shape the local IT operating model and may assume responsibility for overseeing additional employees, contractors, service providers and vendors.

The ideal candidate has deep experience with macOS, identity and access management, endpoint management, collaboration platforms, IT service management, and modern SaaS environments.

Key Responsibilities

India IT Operations

• Serve as the primary IT point of contact and senior technical escalation resource for India and US employees and customers..
• Oversee the reliability, responsiveness, and quality of IT services delivered across the organization..
• Take end-to-end ownership of technical issues and ensure they are resolved or appropriately escalated.
• Coordinate with global IT, Security, Compliance, People, Finance, Legal, and business teams.
• Coordinate local vendors, contractors, technology providers, and equipment suppliers.
• Help establish the long-term operating model, support structure, documentation, and staffing plan for IT in India.
• Be prepared to oversee additional IT employees or contractors as the function grows.
• Provide clear communication during outages, security events, major changes, and employee-impacting incidents.
• Administer and continuously improve Okta, Google Workspace, Slack, Atlassian Jira, Confluence, ServiceNow, and other corporate SaaS platforms.
• Manage user provisioning, deprovisioning, group membership, role-based access, SSO, MFA, and application integrations.
• Support SAML, OIDC, and SCIM integrations between Okta and business applications.
• Conduct access reviews and promptly remediate inappropriate, excessive, or orphaned access.
• Maintain accurate system ownership, administrator access, licensing, configuration, and renewal records.
• Own the employee experience and security posture of the corporate macOS fleet in India and US..
• Administer an enterprise MDM platform such as Kandji, Jamf, or Mosyle.
• Manage zero-touch deployment, device enrollment, configuration profiles, software deployment, patching, encryption, compliance policies, and device retirement.
• Maintain accurate asset inventory and lifecycle records from procurement through secure disposal.
• Coordinate device procurement, shipping, recovery, repair, replacement, and vendor support.
• Improve workflows across Jira, Jira Service Management, ServiceNow, and Confluence.
• Build dashboards for ticket volume, SLA performance, recurring issues, device compliance, onboarding readiness, and employee satisfaction.
• Create clear, usable documentation and self-service resources for employees and IT staff.
• Operate IT systems according to security-first and least-privilege principles.
• Partner with Security on endpoint protection, vulnerability remediation, data protection, phishing response, identity incidents, and access investigations.
• Support audits and evidence collection for frameworks such as SOC 2, ISO 27001, ISO 42001, and other applicable requirements.
• Participate in incident response, business continuity, disaster recovery, and tabletop exercises.
• Use APIs, scripts, workflow automation, and approved AI capabilities to increase accuracy and reduce manual work.
• Identify opportunities to consolidate tools, eliminate unnecessary licenses, and improve the employee experience.

Required Qualifications

• Seven or more years of progressive experience in corporate IT, enterprise IT operations, workplace technology, or a related function.
• Experience serving as a technical lead, senior escalation point, system owner, or regional IT contact.
• Expert-level knowledge of macOS administration and troubleshooting.
• Strong experience administering Google Workspace, Okta, Slack, Jira, Confluence, ServiceNow, and enterprise MDM platforms.
• Practical understanding of SSO, MFA, SAML, OIDC, SCIM, role-based access, and identity lifecycle management.
• Experience managing employee onboarding, offboarding, endpoint deployment, asset inventory, software licensing, and vendor relationships.
• Strong written and verbal English communication skills.
• Ability to communicate technical issues clearly to employees, executives, Security, Compliance, and other business stakeholders.
• Experience working with geographically distributed teams and supporting a global organization.
• Willingness to remain technically hands-on while helping build and mature the function.
• Ability to operate independently, prioritize competing demands, and take ownership without waiting for detailed direction.

Preferred Qualifications

• Experience in a cybersecurity, SaaS, cloud, or technology company.
• Experience with Kandji, CrowdStrike, Google Admin, Okta Workflows, Jira Service Management, or comparable platforms.
• Scripting or automation experience using APIs, shell scripting, Python, low-code workflows, or similar technologies.
• Experience supporting SOC 2, ISO 27001, or other security and compliance audits.
• Experience helping establish or scale an India-based IT operation.
• Interest in developing into a people-leadership role as the organization grows.

Success Measures

Success in this position will be measured by:

• Reliable and responsive IT service delivery in India.
• Employees being fully equipped and ready to work on their first day.
• Timely and complete access removal during employee offboarding.
• High endpoint enrollment, encryption, patching, and security compliance.
• Accurate hardware, software, license, and administrator inventories.
• Consistent SLA attainment and employee satisfaction.
• Reduction in recurring incidents and manual processes.
• Clear documentation, ownership, metrics, and escalation procedures.
• Effective coordination between India and global IT, Security, Compliance, and People teams.
• Demonstrated readiness to help scale and eventually oversee the India IT function.

Why Deepwatch?

• Mission-driven company focused on protecting customers from threats 24/7
• Hybrid work model in India, with access to collaborative office space in Bangalore
• High-impact leadership role with strong visibility across Product & Engineering
• Competitive compensation, equity, and benefits
• A company recognized as a Great Place to Work® for five consecutive years
• Opportunity to shape the future of cybersecurity and AI-driven platforms