Director, Internal Technology

Employ Inc. • Bangalore, India • 1w ago

#Description#

At Employ, we put people before products. We bring together the best talent with the best companies, creating opportunities for people and businesses. We help over 22,000 customers of all sizes overcome their greatest hiring challenges with our trusted recruiting solutions JazzHR, Lever, Jobvite, and NXTThing RPO.

We live our values of being people-first, customer-obsessed, accountable, and innovative. We guide our decisions by what’s best for our employees & customers. We relentlessly focus on serving the needs of our customers. We own the outcome, and work as a team towards a shared mission. We drive change as we continually learn and grow.

Join us in shaping the future of recruiting.

About the Role:

As the director of Information Technology, you will be joining a dynamic team transforming the IT landscape for this growing, global SaaS company. This role presents an exciting opportunity to build and lead the India IT team while we re-envision overall department goals to deliver the highest levels of service, at scale, while embracing some of the newest technologies to streamline operations. This role will require a hands-on leader who can shift between strategic roles of leading and managing, to a hands-on role to get work done throughout the day. Specific duties will involve people leadership, management, and mentorship, budget, service, and vendor, management, and delivery on customer satisfaction level targets as we rapidly begin to shift more work from resources in North America to this newly created team.

What you’ll be doing:

Provide leadership, guidance, and mentorship to the India IT team, including goal and expectation setting, career development, and performance evaluations

Build an organizational model to support Infrastructure Operations (Service Desk, System Administration, Desktop Engineering & Application Patching), an Automation focused Development team, and Information Security (Incident Response, Vulnerability Management, and Engineering); once approved, build the associated team of IT resources, growing our India operations from a single resource to one that can support significantly more work

Establish a collaborative and inclusive team culture focused on continuous improvement, rewarding knowledge sharing, and automation of repetitive work

Collaborate with other IT and InfoSec leaders to ensure effective ticket handling and operational processes are in place to ensure adequate response and resolution for all Service Desk tickets, those originating from local employees and work assigned from the North American (NA) team

Partner with the VP of IT to develop a strategy for Automation including tool/technology selection, resourcing, program development, execution, and ongoing reporting on both progress and efficiency gains

Partner with the Head of Information Security to develop a strategy to augment existing resources in NA to expand coverage and capabilities to deliver on an expanded set of security goals

Partner with other IT and InfoSec leaders to drive a balance between overall work (demand) and the staffing/resources available to deliver high quality, timely results

Own and efficiently manage the budget for IT hardware, software, and resources tied to the India region as well as the services that the IT team delivers there

Strategically liaise with the regional business leaders, both ensuring that our service delivery is meeting expectations and aligning our services with the businesses needs

Manage the development and reporting of KPI metrics that highlight customer satisfaction, service performance, and areas for improvement

Assist in the management of key systems (e.g. Office 365, Okta, Atlassian, Slack, Zoom), working to improve operational health, streamlining processes, and enhancing overall usage

In support of our SOC and ISO compliance goals, work with other IT leaders to ensure all processes are thoroughly documented, consistently audited, and regularly improved upon

Collaborate with InfoSec GRC on compliance-related activities, including Information Security, Data Privacy, as well as SOC and ISO audits

Act as an escalation point for complex support issues, providing guidance and ensuring prompt resolution

What you’ll bring:

10+ years of IT leadership experience, including managing teams in global or multi-regional settings (preferably India and North America)

Proven experience in building and scaling IT teams, particularly in Infrastructure Operations, Information Security, and automation-focused development

Expertise in managing and optimizing enterprise systems such as Office 365, Okta, Atlassian, Slack, Zoom, and other critical business tools

Familiarity with Information Security processes and framework, and implementing them as part of an overall InfoSec strategy

Knowledge of security best practices and how to adapt IT processes to enable/support them

Strong experience in mentorship and team leadership, including performance evaluations, goal setting, and career development for IT professionals

Knowledge of automation technologies and experience leading initiatives to automate IT processes, reduce repetitive work, and improve operational efficiency

Solid understanding of IT service management (ITSM), service desk operations, and ticket management systems, including the ability to develop KPIs to measure customer satisfaction and service quality

Experience with SOC and ISO compliance frameworks, including documentation, audit processes, and continuous improvement for compliance goals

Vendor and budget management experience, particularly with IT hardware, software, and licensing in a multi-regional or global environment

Strong collaborative and communication skills with the ability to work with IT leaders, security teams, and other departments to align IT operations with business objectives