About the job
At CloudFactory, we are dedicated to harnessing the power of AI to create transformative solutions for the world. Our mission-driven team combines cutting-edge technology with a global network of skilled professionals, making previously unusable data accessible and impactful.
We are more than just a workplace; we are a vibrant global community built on strong relationships. We believe that meaningful work can change lives, and we are committed to connecting one million individuals with purposeful employment while fostering leaders worth following.
Company Culture
At CloudFactory, we strive to cultivate an environment where everyone feels empowered, valued, and inspired to be their true selves. Our core values include:
- Mission-Driven: We focus on generating economic and social impact.
- People-Centric: We prioritize the growth, well-being, and sense of belonging of our team.
- Innovative: We welcome change and seek better ways to collaborate and improve.
- Globally Connected: We encourage cross-cultural collaboration and diverse perspectives.
If you are passionate about innovation, teamwork, and making a real difference, we would love to have you join our team!
Role Overview
We are currently searching for a service-oriented and technically proficient IT Operations Lead to manage the initial contact point for all IT support inquiries. This high-visibility role involves taking ownership of a seamless, end-to-end IT support service, ensuring effective triaging of issues and appropriate escalation to SecOps, ITOps, or BizApps.
As the senior regional representative for IT, you will lead local operations while serving as a trusted link between regional teams and global IT functions. You will oversee service desk development and performance, supporting all business functions, and act as the primary escalation point for complex or significant issues. When necessary, you will represent IT at local, regional, and global levels, ensuring consistent service standards and clear communication.
While the role is primarily focused on service management, a strong technical background in enterprise applications, SaaS platforms, and cloud services is essential for troubleshooting issues, guiding prioritization, and mentoring support teams. You will also engage in operational leadership activities, including incident coordination and 24/7 support roster planning, ensuring reliable, high-quality IT service delivery for CloudFactory’s distributed workforce.
Key Responsibilities
1. Regional Leadership & Service Ownership
- Act as the primary regional entry point for all IT support queries, ensuring effective triage, ownership, and escalation to SecOps, ITOps, or BizApps as needed.
- Serve as the lead regional liaison between global IT functions and local teams, ensuring smooth communication and collaboration.
