Lead IT Operations Engineer

Job Title : Lead IT Operations Engineer

Location: Bangalore, India (Hybrid minimum 2 days per week in the office)

About the Role

CAI Software is seeking a Lead IT Operations Engineer to provide senior technical leadership and operational oversight for our Bangalore office.

This role requires a highly competent individual to work alongside IT Operations in the region. The Lead IT Operations Engineer serves as a trusted technical authority, partnering closely with global IT, Infrastructure, Security, and Business stakeholders to ensure scalable, reliable, and secure IT operations across the enterprise.

The ideal candidate brings strong GCC (Global Capability Center) experience, understands how India-based teams integrate with global headquarters, and has a proven ability to operate autonomously while influencing standards, processes, and operational maturity across regions.

Key Responsibilities

• Act as the primary technical authority and escalation point for high-impact, complex IT operational issues originating from the India teams.
• Provide cross-regional operational support, partnering with global IT, Infrastructure, and Security teams to ensure consistency and alignment with enterprise standards.
• Lead problem management and root cause analysis (RCA) for critical or recurring incidents, driving long-term corrective and preventive actions.
• Influence and improve IT operations processes, including incident response, change management, asset lifecycle management, and service delivery.
• Own and evolve local IT operations strategy, ensuring scalability as the organization grows.
• Serve as a technical mentor and advisor to senior and junior IT engineers onsite, raising the overall technical bar of the team.
• Support and administer enterprise end-user platforms including Microsoft 365 (Teams, Outlook, SharePoint, OneDrive).
• Provide guidance on endpoint standards across Windows and macOS environments.
• Partner with Security teams to support compliance, audit readiness, and security initiatives (SOC 2 Type 2, ISO 27001 preferred).
• Oversee IT asset lifecycle management for the Bangalore Office, including procurement coordination, inventory accuracy, refresh planning, and vendor engagement.
• Contribute to automation, tooling, and operational efficiency improvements where applicable.
• Support senior leadership and business-critical users with professionalism, discretion, and urgency.

Required Experience & Background

Education

• Diploma or Bachelors degree in Information Technology, Computer Science, or a related field.

Experience

• 912+ years of experience in IT Operations, Infrastructure Support, or Enterprise Technology roles.
• Demonstrated experience working within a Global Capability Center (GCC) or large India-based hub supporting global stakeholders is essential.
• Proven track record operating at L4/L5 escalation level, owning highly complex and business-critical operational issues.
• Experience supporting users and systems across multiple geographies and time zones.
• Strong exposure to global operating models, including collaboration with HQ teams outside India.

Technical Skills

• Expert-level experience supporting Windows 10/11 and macOS in enterprise environments.
• Deep hands-on knowledge of the Microsoft 365 ecosystem.
• Strong understanding of networking fundamentals (TCP/IP, DNS, VPNs, Wi-Fi).
• Working knowledge of Azure AD / Entra ID; familiarity with AWS or Azure infrastructure is a plus.
• Solid experience with IT asset management and enterprise hardware lifecycle processes.
• Exposure to security controls, audits, and compliance frameworks (SOC 2, ISO 27001 preferred).
• Scripting or automation skills (PowerShell, Bash, or similar) are an advantage.

Soft Skills & Leadership Traits

• Exceptional written and verbal communication skills in English.
• Strong ownership mindset with the ability to operate independently in a global environment.
• Calm, analytical, and decisive during high-pressure incidents.
• Ability to influence without authority across regions and teams.
• Trusted partner to senior leaders, with a customer-first and business-aware approach.

Why Youll Love Working With Us

• Play a principal-level role in shaping IT operations for a growing Global Capability Center.
• Work closely with global leadership and international IT teams.
• Influence standards, tooling, and operational maturity across regions.
• Maintain a hands-on technical role while driving strategic impact.
• Be part of a stable, collaborative, and globally connected organization.