1600 SYSTEM OPERATIONS TEAM LEADER

Location

Mexico

Posted

73 days ago

Salary

$2K / month

Seniority

Mid Level

No structured requirement data.

Job Description

1600 SYSTEM OPERATIONS TEAM LEADER

SOFTGIC S.A.S.

Este es un puesto de trabajo remoto. Responsibilities: Technical Delivery - Lead the deployment, configuration, and lifecycle management of the security tool stack (SentinelOne, Okta, Entra ID, Cynomi, KnowBe4, etc.) across client environments. - Provide Tier 2 and Tier 3 support for escalated incidents across Mac workstations, networks, Google Workspace, and SaaS platforms. - Diagnose and resolve incidents independently, with clear and client-friendly documentation. - Lead technical projects: migrations, security tool implementations, network upgrades, and compliance initiatives. - Develop process automations to reduce repetitive manual tasks (focused on workflow efficiency, not infrastructure-as-code). - Manage recurring technical issues and implement long-term root-cause solutions. - Support monitoring, patching (including CVE remediation alerting), and incident response workflows. - Evaluate new platforms to determine their suitability within the technology stack. - Perform system updates, backups, and security audits. Responsibilities: Client Experience - Serve as the primary technical point of contact for assigned client accounts. You own the relationship, not just the tickets. - Translate complex technical concepts into clear, confident language for non-technical stakeholders (founders, operations managers, office managers). - Lead client-facing project presentations: scoping, progress updates, and post-implementation reviews. - Collaborate with Tier 1 and Tier 2 teams to share knowledge and elevate client communication standards. - Act as a bridge between technical experts and end users, ensuring SOPs, documentation, and instructions are accessible and easy to understand. - Identify opportunities to improve service delivery and proactively communicate them to clients and internal leadership. - Contribute to and enhance the knowledge base with a strong focus on client readability. Requisitos Technical Skills - 10+ years of experience in IT support, systems administration, and security project implementation. - Strong experience supporting Mac/macOS environments. (Candidates without extensive Apple experience must obtain Apple Desktop Support certification within 90 days). - Experience administering Google Workspace environments for distributed/remote teams. - Strong cybersecurity knowledge: hands-on experience with zero-trust SaaS security platforms (SentinelOne, Okta, Entra ID, Cisco Umbrella, KnowBe4, or equivalent). - Solid networking fundamentals (VPNs, firewalls, routing), ideally with experience in Cisco Meraki environments. - Experience with endpoint management / MDM tools (Jamf, Intune, or similar). - Proven experience leading SaaS security implementation projects end-to-end (from scoping through delivery and client sign-off). Client-Facing Skills - Experience serving as the primary point of contact for clients (not just escalation support, but the person clients rely on directly). - Proven ability to explain technical concepts to non-technical audiences clearly and build confidence. - Experience leading or co-leading client meetings, project kickoffs, and status reviews. - High levels of customer satisfaction or equivalent evidence (references, testimonials, NPS). - Comfortable working with ambiguity: startup clients often lack clarity on their needs, and you help them define them. Soft Skills - Ownership mindset: if it’s your account, it’s your responsibility until the issue is fully resolved. - Ability to work independently with minimal supervision across multiple time zones. - Continuous improvement mindset: you don’t just fix the issue, you improve the system that caused it. - Strong written communication skills: clear, professional, and approachable client-facing emails and documentation.

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