• Lead IT Support for a remotely distributed workforce through implementing ITSM best practices • Fully manage the installation, configuration, and maintenance of physical and virtual assets and serve as the go-to IT resource for company employees • Manage onboarding and off-boarding processes of employees, including computer/hardware procurement, setup, and account provisioning on Apple and Windows Devices. • Create accurate and clear technical, security, and HIPAA-related documentation, develop support playbooks and process governance, own data flow maps and systems inventory • Build and maintain vendor relationships, including tracking vendors, contract terms, security requirements, Business Associate Agreements (BAAs) maintenance, and policies • Oversee and manage the organization's security strategy and initiatives to protect its assets, employees, and stakeholders and ensure compliance with industry standards and regulations • Conduct regular risk assessments to identify potential security and HIPAA vulnerabilities, develop mitigation plans, and lead the response to security incidents, coordinating efforts to minimize impact and recover from breaches • Develop and test business continuity and disaster recovery plans • Own and support the IT, security, and data infrastructure required to maintain HIPAA compliance across the organization as required under HIPAA Security and Privacy Rules • Partner with Legal, People, Operations, and Engineering to ensure appropriate safeguards are in place for the protection of PHI and other sensitive data • Support internal and external audits, security questionnaires, and customer due diligence related to HIPAA and data protection practices • Develop and deliver employee security and HIPAA awareness training in partnership with People Ops and Legal • Assist in investigation and response to potential security or privacy incidents involving PHI, including documentation and remediation tracking • Continuously improve controls and processes to strengthen Sana’s security posture and ensure ongoing HIPAA compliance as the organization scales

• Receives and handles colleague requests for support or fulfillment through inbound interactions such as calls, chat, service tickets, etc following agreed procedures. Responds to requests for support by providing information to enable incident resolution and promptly allocates unresolved calls/tickets as appropriate. Maintains records and advises relevant persons of actions taken. • Under direct supervision manages daily support incidents in line with documented guidelines and procedures • Attends team operational meetings and training to remain current with system and process changes as they occur. • Utilizing system knowledge documentation and following agreed procedures, provides instruction and best practice to users on systems, products and services. • Organizes and presents sound information and advice on issues such as licensing of software, and legal obligations such as compliance with the Data Protection Act. • Ensures that all requests from users for assistance are handled promptly and effectively such that agreed service levels are met; is proactive to ensure that users receive appropriate personal advice and guidance, and make effective use of the facilities available to them. • Responsible for following all ITGC/security policies as they relate to accessing and providing access to systems and applications. The colleague will also provide knowledge to colleagues to ensure said access is used in a compliant and secure manner.

• Supports mobile computing devices in DLA. • Responsible for establishing and maintaining enterprise mobile computing standards, policies, and implementation practices. • Responsible for mobility infrastructure design and controls. • Responsible for evaluation research related to future mobile computing strategies. • Defines and maintains enterprise standards for office and line-of-business mobile solutions. • Defines and maintains hardware roadmaps. • Interacts with enterprise help desk staff as required to provide training, troubleshooting, and problem resolution. • Conducts pilots to research new mobile technology.

• The offshore IT Operations Manager is responsible for leading and overseeing day‑to‑day IT operations during the offshore shift to ensure the continuous stability, performance, and availability of critical systems and services across all our cloud environments. • This role manages an offshore operations team, monitors infrastructure health, coordinates incident response, and ensures adherence to operational standards and SLAs. • Lead and manage the offshore IT operations team, providing coaching, performance management, scheduling, and escalation support. • Oversee proactive monitoring of infrastructure, applications, networks, and cloud services to ensure uninterrupted operations. • Own enforcement of operational standards, SLAs, and change controls during the offshore shift, with authority to intervene when risk is identified. • Serve as the overnight incident owner with authority to declare severity, drive resolution, and make time-critical decisions to protect customer- and dealer-facing services. • Ensure clear incident ownership, escalation, and documented outcomes, including vendor actions and accountability. • Communicate critical incidents immediately to appropriate stakeholders. • Prepare and deliver a structured, detailed shift handoff report each morning. • Highlight overnight incidents, service degradations, maintenance work, and open tickets requiring U.S.-team action. • Provide clear status updates on in-progress tasks, risks, and upcoming items. • Identify opportunities for automation, efficiency gains, and improved monitoring. • Implement and enforce best practices around service operations and ITIL frameworks. • Collaborate with U.S. operations leadership on continuous improvement initiatives and roadmap planning. • Act as the primary overnight point of command for teams enforcing SLAs and driving escalations through resolution. • Own oversight of overnight production changes, releases, and maintenance activities, ensuring readiness, validation, rollback capability, and post-change monitoring. • Support compliance, audit, and documentation requirements. • Maintain safety, security, and privacy standards throughout all areas of responsibility. • Strong understanding of infrastructure operations, networking, cloud platforms, and enterprise monitoring tools. • Proven experience with incident management, escalation handling, and working in 24×7 follow-the-sun operations. • Excellent communication skills, especially in producing clear and actionable shift-handoff reports. • Experience working with global or distributed teams. • Solid understanding of ITIL practices.