Senior IT Operations Lead – India

Who we are Born in 2014, Yoti is a digital identity and biometric technology company that makes it safer for people to prove who they are. The Yoti app was designed with privacy at its core, giving people a secure way to prove their identity and share third-party credentials with organisations and other people. Today, we have over seventeen million app downloads around the world. We’ve expanded our offering to a suite of business solutions that span identity verification, age verification and estimation, e-signing, AI anti-spoofing technologies and we continue to think of innovative new offerings. From day one, we’ve been working to fix an outdated identity system. This is not a journey we make on our own but with policy advisors, think tanks, researchers, academics, humanitarian bodies, our users and everyday people. We are committed to solving identity problems through grassroots research and social purpose initiatives. Purpose of the Role : The Senior IT Operations Lead is a hands-on player-coach role, responsible for providing high-quality IT support and technical delivery while helping to lead and coordinate day-to-day IT operations for the local team in India. This is not primarily a people-management position. Approximately 70–80% of the role will remain hands-on, covering day-to-day IT operations, technical troubleshooting, project work, security improvements, automation and other IT initiatives. The role is suited to someone who can work autonomously, take ownership of issues and projects, communicate clearly, and ensure incidents, risks and operational concerns are properly investigated, documented, escalated and resolved. A key part of the role is understanding not only what our IT policies, controls and processes require, but why they exist and the risks they are designed to address. This includes areas such as device security, hardware disposal, asset management, identity and access management, onboarding, offboarding and compliance-related activities. The successful candidate will be expected to support users and maintain day-to-day IT services, while also having the technical capability and judgement to investigate more complex problems, improve existing systems and processes, and contribute to wider IT, security and automation projects. Role Overview: The Senior IT Operations Lead will act as a senior point of contact for local IT activities, working closely with the IT Manager, wider IT team, Infrastructure, Security and other internal departments. The role requires strong technical troubleshooting skills, excellent written and verbal communication, and the ability to explain technical issues clearly to both technical and non-technical audiences. This person will also provide additional technical capability for wider IT initiatives. They may be asked to investigate an existing system or process, assess whether it can be improved, automate a manual activity, review a technical or security configuration, or take ownership of a defined part of a larger project. The expectation is not that the individual will already know the answer to every technical problem. They should, however, be capable of taking an objective, researching and investigating it independently, understanding the current configuration and requirements, evaluating possible solutions, and presenting a considered recommendation or implementation plan. When incidents occur, the Senior IT Operations Lead will be expected to gather accurate information, perform appropriate troubleshooting, document what has been checked, identify impact, escalate appropriately and provide clear updates to the relevant teams. The role will also help provide operational resilience for the India IT function, ensuring knowledge, capability and responsibility are not concentrated with a single local resource. Key Responsibilities IT Support and Service Delivery - Provide high-quality 1st, 2nd and, where appropriate, 3rd line support to users. - Support users across macOS, Windows, Linux, mobile devices, collaboration tools and office systems. - Manage and resolve tickets through the IT ticketing system, ensuring clear updates, ownership and timely resolution. - Support onboarding and offboarding processes, including account setup, device preparation, access changes and equipment return. - Troubleshoot hardware, software, video conferencing, meeting room and general office IT issues. - Support MDM-managed and non-MDM-managed devices. - Act as a senior escalation point for more complex technical and operational issues. - Take ownership of issues through to resolution rather than relying on detailed step-by-step direction. - Work collaboratively with the wider IT, Infrastructure and Security teams where issues cross technical or regional boundaries. Technical Projects, Automation and Continuous Improvement - Work with the IT Manager on technical projects and wider IT initiatives alongside day-to-day operational responsibilities. - Take ownership of defined project activities from investigation and planning through to implementation and documentation. - Review existing systems, configurations and processes and identify opportunities to improve security, reliability, efficiency or manageability. - Investigate technical requirements independently and provide evidence-based recommendations. - Identify repetitive or manual IT processes that could be improved or automated. - Build, maintain or improve scripts and lightweight automation using appropriate technologies and APIs. - Test changes appropriately and ensure technical improvements are documented and supportable. - Review existing implementations rather than assuming that the current configuration is necessarily the best configuration. - Contribute to improvements across IT platforms, identity and access management, endpoint management and other enterprise systems. Incident Ownership and Communication - Take ownership of technical issues and ensure they are properly investigated before escalation. - Clearly document troubleshooting steps, findings, business impact, affected users, timelines and actions taken. - Escalate issues to the IT Manager, Infrastructure, Security or other departments with enough detail for effective follow-up. - Provide clear written and verbal updates during incidents. - Follow up on incidents to ensure root cause, lessons learned and any required process improvements are captured. - Recognise when an issue can be resolved independently and when escalation or additional expertise is required. Security, Compliance and Controls - Support and take ownership of relevant IT controls associated with SOC 2, ISO 27001 and internal security requirements . - Play an active role in supporting SOC 2 audit activities within India, including ensuring required processes are followed and appropriate evidence is available. - Support the implementation and ongoing operation of new IT controls as responsibilities and compliance requirements evolve. - Understand the purpose and intent behind controls rather than treating them solely as procedural requirements. - Ensure hardware is handled securely throughout its lifecycle, including wiping, return, reuse, recycling or destruction. - Assist with IT audits, asset audits, access reviews and evidence gathering where required. - Confidently explain IT processes and controls and provide appropriate supporting evidence during audits or compliance reviews. - Identify and raise concerns where processes or technical configurations create unnecessary security or operational risk. - Work with the IT Manager and Security team to identify opportunities to strengthen existing technical controls. Local IT Ownership and Team Support - Act as a senior IT presence within the India office and take ownership of local IT operational matters. - Help prioritise and coordinate day-to-day activities within the local IT team. - Provide guidance, technical support and mentoring to other IT support staff. - Delegate appropriate activities while remaining actively involved in technical and operational delivery. - Review work where appropriate and help maintain a consistent standard of quality. - Build effective working relationships with local teams and other business stakeholders. - Coordinate with local suppliers and vendors where required. - Ensure local processes are completed correctly and supported by appropriate documentation and evidence. - Promote a culture of ownership, accountability, clear communication and continuous improvement. - This is a hands-on leadership role rather than a traditional management position . Leadership within the role comes from technical capability, judgement, ownership, mentoring and the ability to drive work through to completion. Key Systems and Platforms - You do not need to have experience with every system listed below but should have strong experience with similar enterprise IT tools and the ability to learn new technologies quickly. - Google Workspace, including Gmail, Drive, Docs, Sheets, Calendar and Admin Console. - Google Meet and video conferencing. - Slack for day-to-day communication and collaboration. - Atlassian Jira for ticketing, support workflows and project tracking. - Confluence for internal documentation and process guides. - Microsoft Office 365 support where required. - Apple Business Manager, including Automated Device Enrolment / DEP. - MDM administration, preferably Iru (Kandji), Jamf, Google Workspace MDM or similar. - Primarily macOS, iOS, iPadOS and Android devices. We also manage Windows and Linux endpoints. - IT asset management systems; Snipe-IT experience is desirable but not essential. - Identity, authentication and access management technologies. - APIs and scripting technologies ideally Bash Shell or Python. Knowledge, Skills and Experience Essential - Strong written and spoken English is essential for effective cross-regional communication and collaboration. - Strong experience in IT support, IT operations, systems administration, desktop support or endpoint support. - Experience supporting mostly macOS, Linux and Windows environments. - Strong troubleshooting skills and the ability to work through unfamiliar technical issues methodically and independently. - Ability to take ownership of technical work without requiring continuous supervision or detailed step-by-step instruction. - Good understanding of onboarding, offboarding, account management and device lifecycle management. - Experience using enterprise ticketing and work-management platforms such as Jira Service - Management, ServiceNow, Zendesk, Freshservice or similar. - Good understanding of identity, authentication, access management and IT security principles. - Understanding of device security, encryption, least privilege, MFA and secure asset handling. - Experience administering enterprise SaaS platforms. - Ability to investigate an existing technical configuration, identify potential improvements and communicate recommendations clearly. - Ability to communicate technical issues clearly and professionally to technical and non-technical audiences. - Strong attention to detail when documenting issues, maintaining evidence and following IT processes. - Ability to balance day-to-day operational responsibilities with project and improvement work. - Ability to provide guidance and technical leadership to other team members. Desirable - Experience administering Google Workspace. - Experience with Apple Business Manager and MDM platforms. - Experience supporting Linux users. - Experience with Slack, Jira, Confluence and Google Meet hardware. - Experience with IT asset management systems. - Experience with SOC 2, ISO 27001 or similar compliance frameworks. - Experience scripting in Bash, Python, PowerShell or similar. - Experience working with REST APIs or SaaS integrations. - Experience automating IT administration or operational processes. - Experience with SSO, SAML, SCIM or other identity and provisioning technologies. - Experience supporting wireless networks, meeting rooms, AV systems, access control or security camera systems. - Experience contributing to technical or security improvement projects. Interview Process Stage 1 - Call with a talent acquisition team member (30 minutes) Stage 2 - Call with the tech team (45 minutes) Stage 3 - Technical Test Stage 4 - Final call with Hiring manager and tech team What’s in it for you? - Medical Insurance cover of INR 5 lakhs - Life Insurance / Accidental cover - Gratuity as per law - PF as per law - 18 days paid leave + 6 sick day leave (Yearly) - 10 declared holidays (Yearly) - 5 fully paid Selfie Days - for your own personal development, volunteering, charity events, etc - Quarterly Team and company activities, Social clubs. - Continuous learning opportunities (Annual Training budgets, conferences etc) This is a great opportunity to join a company that is leading the way for innovative and responsible identity verification. We’re looking for people who can adapt to a fast-paced environment, as well as champion our brand and what we stand for. We value a positive attitude and people who have a collaborative, creative and transparent approach to solving problems. AI Usage during the recruitment process Please read our AI Usage in Recruitment policy to know more about how Yoti uses AI in the recruitment process and our stance on how candidates can use AI during the interview process. We believe in equal opportunities It takes a diverse community of passionate, talented and committed people to build a simpler, more secure way of proving identity. We’re an equal opportunity employer, so we welcome applications from people of all backgrounds, with different outlooks and experiences. We are proud to be a Disability Confident employer and we’re committed to making our recruitment process as inclusive and accessible as possible. If you have a disability or long-term condition and need any adjustments or support during the application or interview process, please let us know — we’ll do everything we can to support you and to enable you to bring your best self to our hiring process. Employment checks If your application is successful please be aware that as part of our employment checks: - We will check your Identity - We will check Education - We will check Employment - We will Check your Credit - We will check Database Talent Pool If we consider that you might be suitable for other roles in the future, we will keep your details so we can contact you about these other roles. If you do not want us to keep your details for this purpose, please e-mail peopleteam@yoti.com or let us know at any stage of the recruitment process. For more information please read our Applicant Privacy Notice.