Job Title

Position: Senior IT OperationsLocation: PuneKey Responsibilities for the role Act as the senior technical escalation point within the IT Operations team, supporting complex hardware, software, network, and site-specific technology issues at Fluidra Pune through ServiceNow and in-person assistance.Own end-to-end resolution of complex incidents, from intake through root cause analysis and long-term remediation, ensuring SLA compliance and clear stakeholder communication.Collaborate with Global Infrastructure, Security, and Application teams to implement system upgrades, security enhancements, and infrastructure improvements.Monitor ticket trends and aging incidents to identify systemic issues and implement corrective actions that enhance service stability and reduce recurring support volumes.Support the full employee lifecycle, including onboarding, offboarding, access provisioning, hardware deployment, and asset recovery.Administer and support Active Directory, user accounts, permissions, group policies, and enterprise identity and access management systems.Provide mentorship and technical guidance to Global IT Operations staff, promoting best practices and knowledge sharing.Maintain and enhance operational documentation, knowledge base articles, and standard operating procedures (SOPs).Identify process improvement opportunities and recommend preventive or efficiency-focused solutions.Support and maintain location-specific IT equipment and infrastructure as required.Perform additional duties and special projects as assigned.What We Seek8+ years of progressively responsible experience in IT Operations and/or Systems Administration roles.Strong hands-on experience with the following technologies:Required:Windows Workstation and Server Operating SystemsmacOSMicrosoft 365 Suite (Office, Exchange, SharePoint, OneDrive)Enterprise mobile device management using Intune or similar MDM platforms (Apple/Android)Okta or similar Identity and Access Management (IAM) platformsPreferred:LinuxScripting (PowerShell or Python)Netskope or similar Zero Trust / SASE platformsVMware, Nutanix, or similar virtualization technologiesFortinet or similar firewalls and switching hardwareStrong customer service mindset with excellent verbal and written communication skillsAbility to manage multiple priorities in a fast-paced environmentAbility to work independently and collaborate effectively with global and regional teamsFamiliarity with ITIL processes and best practicesEducationCollege degree, technical degree, or relevant IT certifications preferredHigh school diploma or equivalent required