Elastic, the Search AI Company, enables everyone to find the answers they need in real time, using all their data, at scale — unleashing the potential of businesses and people. The Elastic Search AI Platform, used by more than 50% of the Fortune 500, brings together the precision of search and the intelligence of AI to enable everyone to accelerate the results that matter. By taking advantage of all structured and unstructured data — securing and protecting private information more effectively — Elastic’s complete, cloud-based solutions for search, security, and observability help organizations deliver on the promise of AI.

We are seeking an IT Operations Lead to establish and run our 24/7 on-call IT support operations. In this pivotal role, you will lead a team of technicians, ensuring prompt incident resolution, performing root cause analyses, triaging customer requests, and optimizing the performance of our SaaS applications, end-user computing, and IT infrastructure. Apply expertise in Okta, Google Workspace, Zoom, ServiceNow, and other relevant technologies. We seek a proactive professional who thrives in fast-paced environments, with demonstrated technical leadership experience in running a 24/7 support team. The ideal candidate will possess a deep understanding of SaaS environments, SSO services, and web technologies, coupled with exceptional problem-solving, communication, and collaboration skills, and a commitment to delivering outstanding customer service.

This role will work from India

What You Will Be Doing:

• Lead the team that provides 24x7 support, including being available for on-call shifts over weekends on a rotating basis and managing the on-call schedule.
• Lead out during any severe incidents including executing on the application specific playbook, pulling in subject matter experts, and communicating status.
• Provide first-line support to customers by managing tickets submitted via ServiceNow, ensuring prompt and professional responses.
• Escalate complicated issues to the appropriate internal teams and follow up until resolution ensuring effective communication and coordination.
• Document playbooks for key applications to be supported by the team including key vendor contact information, business continuity and disaster recovery protocols.
• Establish and implement a severity rating system that can be used to review and triage requests along with established SLAs.
• Document all support interactions and technical solutions in the ticketing system, maintaining accurate and detailed records.
• Monitor systems and applications proactively for any issues that may impact service availability (internal and external), and take preventive measures when necessary.
• Participate in the creation and maintenance of knowledge base articles and support documentation, contributing to the continuous improvement of support processes.
• Collaborate with application owners to document business continuity and recovery plans and implement those plans during incidents, ensuring minimal disruption to operations.
• Assist with system maintenance, upgrades, and emergency responses as needed, demonstrating flexibility and adaptability.
• Conduct root cause analysis following any incident.

What You Bring Along:

• Bachelor's degree in Computer Science, Information Technology, a related field, or equivalent professional experience.
• Minimum of 6-10 years of experience in a technical support or IT support role, preferably in a 24/7 environment.
• Good understanding of SaaS applications and single sign-on (SSO) services such as Okta, as well as website technologies.
• Experienced with support ticketing systems (e.g., ServiceNow) and remote support tools, with a solid grasp of support standard processes.
• Excellent problem-solving skills and the ability to work under stress, maintaining composure and effective decision-making.
• Good communication skills and proficiency in English (both written and verbal), with the ability to convey technical information clearly to non-technical audiences.
• Flexibility to work a shift schedule, including nights, weekends, and holidays, ensuring continuous support coverage.
• Experience working with Okta, Elastic Kibana or similar monitoring and alerting tools, facilitating proactive issue detection and resolution

Bonus Points:

• Fast learner and have a broad set of technical skills - Mac (majority of our laptops), Windows, Linux, and Okta
• Passion for improving and automating processes
• Ability and interest in working in a fast-paced, high-growth setting with a positive approach
• Worked with multicultural and geographically distributed teams

Additional Information - We Take Care of Our People

As a distributed company, diversity drives our identity. Whether you’re looking to launch a new career or grow an existing one, Elastic is the type of company where you can balance great work with great life. Your age is only a number. It doesn’t matter if you’re just out of college or your children are; we need you for what you can do.

We strive to have parity of benefits across regions and while regulations differ from place to place, we believe taking care of our people is the right thing to do.

• Competitive pay based on the work you do here and not your previous salary
• Health coverage for you and your family in many locations
• Ability to craft your calendar with flexible locations and schedules for many roles
• Generous number of vacation days each year
• Increase your impact - We match up to $2000 (or local currency equivalent) for financial donations and service
• Up to 40 hours each year to use toward volunteer projects you love
• Embracing parenthood with minimum of 16 weeks of parental leave

Different people approach problems differently. We need that. Elastic is an equal opportunity/affirmative action employer committed to diversity, equity, and inclusion. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, pregnancy, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status, or any other basis protected by federal, state or local law, ordinance or regulation.

We welcome individuals with disabilities and strive to create an accessible and inclusive experience for all individuals. To request an accommodation during the application or the recruiting process, please email candidate_accessibility@elastic.co We will reply to your request within 24 business hours of submission.

Applicants have rights under Federal Employment Laws, view posters linked below: Family and Medical Leave Act (FMLA) Poster; Pay Transparency Nondiscrimination Provision Poster; Employee Polygraph Protection Act (EPPA) Poster and Know Your Rights (Poster)

Elasticsearch develops and distributes encryption software and technology that is subject to U.S. export controls and licensing requirements for individuals who are located in or are nationals of the following sanctioned countries and regions: Belarus, Cuba, Iran, North Korea, Russia, Syria, the Crimea Region of Ukraine, the Donetsk People’s Republic (“DNR”), and the Luhansk People’s Republic (“LNR”). If you are located in or are a national of one of the listed countries or regions, an export license may be required as a condition of your employment in this role. Please note that national origin and/or nationality do not affect eligibility for employment with Elastic.

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