IT Analyst

IT Analyst

GoComet | Bengaluru | Full-time | 2-4 Years Experience

About GoComet

GoComet is a B2B SaaS company delivering intelligent logistics technology to enterprises across global supply chains spanning real-time freight visibility, automated rate negotiation, and end-to-end shipment tracking. As we scale, we are investing in building a robust, automated, and secure IT foundation to support our growing workforce and product ambitions.

Role Overview

The IT Analyst will be responsible for managing and continuously improving GoComet's corporate IT operations. This role goes beyond reactive support the primary mandate is to automate IT systems, workflows, and processes using available tools and platforms, reducing manual effort, improving reliability, and enabling the IT function to scale with the organisation.

Key Responsibilities

1. IT Support L1 & L2

Serve as the primary point of contact for all IT incidents, service requests, and queries via Freshservice

Triage, categorise, and resolve tickets within defined SLA/OLA timelines; escalate to L3 or external vendors as appropriate

Provide hands-on and remote support across macOS, Windows, and mobile devices

Maintain high first-contact resolution rates and uphold a strong end-user experience standard

Identify recurring issues and proactively drive automation or permanent resolution to eliminate repeat tickets

2. Identity & Access Management (IAM)

Administer JumpCloud for end-to-end user lifecycle management onboarding, offboarding, MFA enforcement, SSO configuration, and device binding

Manage Google Workspace users, organisational units, groups, and policies via SAML SSO and SCIM provisioning

Conduct monthly access reviews across 70+ SaaS applications; identify anomalies and coordinate remediation

Build and maintain automated provisioning and deprovisioning workflows in Freshservice aligned with HR processes

Drive reduction in manual access management tasks through scripting and workflow automation

3. Endpoint Security & Device Management

Manage CrowdStrike Falcon for endpoint protection configure detection policies, monitor sensor health, and review alerts

Investigate security alerts and escalate confirmed or suspected threats to the security team

Ensure complete endpoint coverage across macOS and Windows device fleets

Enforce device compliance and configuration policies via JumpCloud MDM

Automate software deployment, configuration enforcement, and patch distribution using scripts and packaged deployments (.pkg, etc.)

4. ITSM Administration Freshservice

Own the end-to-end configuration and continuous improvement of Freshservice service catalog, SLA policies, workflow automations, approval chains, and agent setup

Design and maintain automated workflows for employee onboarding, offboarding, access requests, and asset allocation

Maintain accurate asset and configuration records within the CMDB

Produce regular reports on ticket volume trends, SLA adherence, backlog health, and resolution metrics

Champion a culture of process documentation and workflow standardisation across the IT function

5. IT Asset Management

Maintain a real-time, accurate inventory of all IT assets laptops, peripherals, accessories, and mobile devices

Manage the complete asset lifecycle: procurement assignment refresh decommission

Conduct periodic physical audits and reconcile against system records

Coordinate with the Finance team for procurement planning, purchase orders, and vendor management

Required Qualifications & Skills

Technical

24 years of experience in IT Support or IT Operations roles

Demonstrated hands-on experience with:

JumpCloud IAM and MDM administration

Google Workspace user and policy administration

CrowdStrike Falcon EDR and endpoint protection

Freshservice or equivalent enterprise ITSM platforms

Working knowledge of SSO protocols (SAML, SCIM) and SaaS access control

Proficiency in scripting (Shell, Python, or equivalent) for IT automation tasks

Understanding of endpoint security principles and device compliance frameworks

Behavioural

Strong analytical and problem-solving ability with a bias toward automation and permanent fixes

Clear and professional communication with both technical and non-technical stakeholders

Ability to manage competing priorities and consistently meet SLA commitments

Detail-oriented with strong documentation and process discipline

Preferred Experience

Prior experience in a startup or high-growth technology environment

Exposure to managing IT Operations at a company with ownership

Familiarity with MDM scripting, API-based SaaS administration, or workflow automation platforms

Familiarity with macOS, Windows and Linux operating systems

What This Role Offers

Direct ownership of IT operations within a modern, security-first platform team

A clear mandate to build and automate not just maintain

Exposure to enterprise-grade tooling across identity, security, and ITSM

A culture that values ownership over hierarchy we expect you to identify problems, propose solutions, and drive them to closure without waiting to be asked