brightfin

• Own the engineering delivery model: sprint cadence, release quality, deployment velocity, and incident response across the full platform. • Drive meaningful improvement in delivery predictability — Brightfin needs to ship faster and more reliably as the product roadmap expands. • Partner directly with the CPO to translate product strategy into executable engineering plans. • Establish clear engineering SLAs and accountability structures across distributed teams. • Drive AI adoption across the engineering team — engineering should lead, not follow, Brightfin’s company-wide AI fluency initiative. • Build trusted relationships with the CPO and CEO; translate technical complexity into business impact. • Own the engineering org design: team structure, hiring prioritization, headcount planning, and budget. • Own the technical architecture strategy in partnership with staff/principal engineers: API design, data layer, integrations, and scalability. • Understand and evolve engineering standards, code quality practices, security posture, and DevOps/CI-CD maturity. • Lead, develop, and retain engineering managers and senior individual contributors across the US, Ukraine, the Philippines, and other geographies. • Build a high-performance, psychologically safe engineering culture that spans geographies and legacy company identities (brightfin + Proven Optics).

• Provide Level 2 technical support for complex incidents related to the brightfin product operating within the ServiceNow platform. • Conduct in-depth investigation of customer issues and perform root cause analysis. • Install basic applications into customer ServiceNow environments. • Perform basic configuration tasks: tenant setup, MDM, API, and user criteria. • Implement app upgrades, hotfixes, and enhancements (configuration only, no development). • Troubleshoot issues related to failed uploads, fulfillment tasks, connectivity, and instance synchronization. • Provide prompt technical support as part of the second level (L2) support team. • Collaborate with other teams on issue resolution and bug fixes if needed.

• Collects carrier/provider details: Creates LOA’s, coordinates execution between parties, validates finalized copies. • Manages data collection, status tracking, and communications regarding: LOAs , Accounts/FANs , Carrier Portal Access , Credential logging - 1Password , Paper invoice conversion, PO box redirection , Invoice Collection Configuration for standard allocation/audit/reconciliation/ rules. • Assists operational onboarding manager in the efforts and configures the below w/ coordination with the Invoice Team: Initial invoices upload , Audit/Reconciliation , Data/Mappings validation , Optimization + presents results + coordinates the implementation , Fulfilment tasks/catalog/API configuration. • Participates in discussions all additional implementation discussions & service deployment: ServiceDesk, Logistics, Third Party services (Fixed, UEM, Bill Pay) • Participates in customer UAT. • Assists operational onboarding manger in the creation of documentation of operational processes established during onboarding for Operations team (Optimization, Fulfillment, Audit/Reconciliation/Cost Allocation. • Participates in operational go-live readiness sign-off

• Managing the incident queue • Handling escalations and overseeing complex incidents for Siemens • Tracking support agent performance • Maintaining regular communication with the team • Continuously improving support processes • Maintaining documentation • Collaborating with other departments • Ensuring high customer satisfaction • Monitoring performance • Utilizing ServiceNow expertise to enhance support efficiency • Distributing tickets between the agents • Tracking agreed SLAs and other KPIs based on created reports in ServiceNow / FutureNow • Prioritizing high-priority incidents • Analyzing and optimizing support agents' queues • Escalating and collaborating with Atos/Siemens teams • Regular communication with support agents • Managing escalations for support-related issues • Handling high-complexity incidents • Tracking and evaluating support agent performance • Providing training and development opportunities for support agents • Raising proactive Problem tickets on major or repeated issues • Creating a Knowledge Base Article on ServiceNow / FutureNow issues in the teams scope • Working closely with other departments to resolve complex issues and improve overall support • Interviews, hires, and trains new staff • Oversees the daily workflow of the department • Provides constructive and timely performance evaluations • Handles discipline and termination of employees in accordance with company policy

• Develop and execute outbound business development strategies targeting enterprise accounts, key verticals, or new regions. • Identify decision-makers (CIO, VP of IT, Head of Platforms, IT Finance, Asset Management Leaders) and build relationships. • Drive outreach campaigns (cold-calling, account-based marketing, email, social selling) to open doors for opportunities. • Engage and qualify inbound leads – diagnose fit against brightfin’s target buyer personas. • Use a consultative approach to uncover customer pain, budget, authority, timeline (BANT). • Conduct qualifying calls that may include introductory demos and validation of BANT, with the goal of progressing to a qualified lead for the sales team to engage. • Coordinate with marketing to facilitate account-based marketing and event marketing activities. • Represent brightfin at industry events, conferences, webinars and partner meetings. • Develop custom messaging, sales collateral, battle cards, and competitive positioning in collaboration with Product, Marketing, and Sales Leadership. • Iterate on messaging, playbooks, cadences, and qualification criteria with sales and product leadership. • Maintain pipeline visibility and provide forecasts and reporting of business development metrics. • Leverage AI-powered sales tools and platforms to enhance prospecting efficiency, personalize outreach at scale, and surface high-intent accounts through predictive scoring and intent data signals.

• Lead infrastructure design, implementation, and ongoing management across a globally distributed, fully remote organization • Oversee a broad portfolio of SaaS solutions spanning collaboration, productivity, security, endpoint management, and identity • Develop and maintain IT policies, procedures, and documentation that scale with the organization • Mentor and develop a geographically distributed IT team spanning the Philippines, Ukraine, and the United States • Serve as a critical operational partner to the VP of Security • Own the execution of compliance-related controls, evidence collection, and audit readiness activities in support of Brightfin’s ISO 27001 and SOC 2 certifications • Maintain rigorous SaaS governance practices — including access reviews, configuration baselines, and third-party risk assessments • Partner cross-functionally with Engineering, Legal, Finance, and Customer Success to operationalize security and compliance requirements • Provide consultative technical leadership to the DevOps function, guiding infrastructure design, reliability strategy, and developer experience • Serve as a bridge between IT Operations and Engineering.

• Overseeing the delivery of contractual scope for each customer within portfolio • Customer satisfaction and scope management • Creating and delivering quarterly business reviews • Identifying business value and aligning services with client objectives • Preventing customer and/or revenue churn • Defining and executing product adoption and customer retention plans • Coordinating with operational departments for service levels • Handling customer and vendor escalations • Owning customer portfolio and delivering contracted services

• Administer and optimize enterprise systems including Microsoft 365, ServiceNow, AWS, Atlassian, JumpCloud, NinjaOne, and other platforms in use across the organization. • Manage the configuration, availability, and performance of all SaaS and back‑end systems. • Provide senior‑level support for escalated issues across infrastructure and SaaS applications. • Manage Microsoft Entra identities, conditional access, MFA, SSO, RBAC, and lifecycle processes. • Administer device management across Windows, macOS, and mobile devices, using Intune, NinjaOne and PatchMyPC.

• Collects carrier/provider details: Creates LOA’s, coordinates execution between parties, validates finalized copies. • Manages data collection, status tracking, and communications regarding: LOAs, Accounts/FANs, Carrier Portal Access, Credential logging - 1Password, Paper invoice conversion, PO box redirection, Invoice Collection Configuration for standard allocation/audit/reconciliation/ rules. • Leads the efforts and configures the below w/ coordination with the Invoice Team: Initial invoices upload, Audit/Reconciliation, Data/Mappings validation, Optimization + presents results + coordinates the implementation, Fulfilment tasks/catalog/API configuration. • Participates in customer UAT • Assists operational onboarding manger in the creation of documentation of operational processes established during onboarding for Operations team (Optimization, Fulfillment, Audit/Reconciliation/Cost Allocation) • Participates in operational go-live readiness sign-off

• Process system triggered invoice audit and data reconciliation tasks for client invoices • Generate system-based allocation and accrual reports as per client requirements • Generate accounts payable reports within our contractual SLAs • Multi-tasking between several work streams at a fast pace while delivering quality outcomes • Work with the data entry team on troubleshooting and quality assuring invoice uploads • Troubleshooting audit, reconciliation, and reporting errors in a timely and service-oriented manner • Checking the correctness of electronic mappers and working closely with Delivery Managers and Providers integration team in case of re-mapping is needed • Address data quality issues impacting the client experience • Track work tasks and status in the system • Working on providers portal to find additional customers allocation info • Creating disputes with providers in case errors from their side • Track and process different client requests • Checking and analysis of providers data (raw data files, generic files, pdf invoices) to detect inconsistencies