Senior IT Operation Engineer

Position: Senior IT Operations

Location: Pune

Key Responsibilities for the role

• Act as the senior technical escalation point within the IT Operations team, supporting complex hardware, software, network, and site-specific technology issues at Fluidra Pune through ServiceNow and in-person assistance.
• Own end-to-end resolution of complex incidents, from intake through root cause analysis and long-term remediation, ensuring SLA compliance and clear stakeholder communication.
• Collaborate with Global Infrastructure, Security, and Application teams to implement system upgrades, security enhancements, and infrastructure improvements.
• Monitor ticket trends and aging incidents to identify systemic issues and implement corrective actions that enhance service stability and reduce recurring support volumes.
• Support the full employee lifecycle, including onboarding, offboarding, access provisioning, hardware deployment, and asset recovery.
• Administer and support Active Directory, user accounts, permissions, group policies, and enterprise identity and access management systems.
• Provide mentorship and technical guidance to Global IT Operations staff, promoting best practices and knowledge sharing.
• Maintain and enhance operational documentation, knowledge base articles, and standard operating procedures (SOPs).
• Identify process improvement opportunities and recommend preventive or efficiency-focused solutions.
• Support and maintain location-specific IT equipment and infrastructure as required.
• Perform additional duties and special projects as assigned.

What We Seek

• 8+ years of progressively responsible experience in IT Operations and/or Systems Administration roles.
• Strong hands-on experience with the following technologies:

Required:

• Windows Workstation and Server Operating Systems
• macOS
• Microsoft 365 Suite (Office, Exchange, SharePoint, OneDrive)
• Enterprise mobile device management using Intune or similar MDM platforms (Apple/Android)
• Okta or similar Identity and Access Management (IAM) platforms

Preferred:

• Linux
• Scripting (PowerShell or Python)
• Netskope or similar Zero Trust / SASE platforms
• VMware, Nutanix, or similar virtualization technologies
• Fortinet or similar firewalls and switching hardware
• Strong customer service mindset with excellent verbal and written communication skills
• Ability to manage multiple priorities in a fast-paced environment
• Ability to work independently and collaborate effectively with global and regional teams
• Familiarity with ITIL processes and best practices

Education

• College degree, technical degree, or relevant IT certifications preferred
• High school diploma or equivalent required