IT Operations Analyst

OUR MISSION 

At Redwood, we empower our customers with lights-out automation for their mission-critical business processes.  

ABOUT US 

Redwood Software is the leader in full stack automation fabric solutions for mission-critical business processes. With the first SaaS-based composable automation platform specifically built for ERP, we believe in the transformative power of automation. Our unparalleled solutions empower you to orchestrate, manage and monitor your workflows across any application, service or server — in the cloud or on premises — with confidence and control.  

Redwood’s global team of automation experts and customer success engineers provide solutions and world-class support designed to give you the freedom and time to imagine and define your future. Get out of the weeds and see the forest, with Redwood Software. 

CORE VALUES 

One Team. One Redwood 

Make Your Own Weather 

Obsess over Customer Success 

Work the Problem Be

Curious 

Own the Outcome 

Respect Each Other 

YOUR IMPACT 

We are looking for an IT Operations Analyst with good technical problem-solving skills but must have good interpersonal skills as they will interact with individuals from various departments and executive levels. 

This will be a hybrid role supporting US Central time zone and must be able to commute to our Hyderabad office as needed.

• Manage Redwood’s IT Equipment and Infrastructure located in India. 


• Candidates must excel at communications as they will provide first-level support to individuals or staff at all levels. A successful candidate will have a firm understanding of IT methodology and solutions, be forward-thinking, and be able to assist and collaborate with other remote members in IT. 


• Monitor Redwood’s service desk and resolve or escalate issues in accordance with established service level agreements (SLAs). 


• Provide daily support and maintenance of the computing environment to users by analyzing and resolving reported technical problems. 


• Develop, update, and execute maintenance schedules for end-user systems along with maintaining local and remote inventories. 


• Perform hardware (desktop, laptop, mobile device, printer, server, and peripherals) deployments, maintenance, and support. 


• Support employee onboarding & offboarding. 


• Assist or train users regarding the use of productivity tools, in-house developed software, and/or cloud/SaaS delivered solutions. 


• Develop and maintain training materials for end-user applications in multiple formats including online/wiki, printed, and video. 


• Help identify and automate repetitive tasks using scripting (PowerShell)

YOUR EXPERIENCE  

• Directly related work experience in a computer operations environment providing IT Helpdesk, IT/Technical Support, and the configuration and maintenance of end-user and small computer equipment 


• Must have excellent communication skills, encompassing verbal, written, and documentation skills. 


• Ability to create, maintain, and update documentation pertaining to desktop support processes, system configurations, and end-user instructions. 


• Ability to work on-site, interacting and supporting both other team members and end-users. 


• Ability to work with minimal supervision and problem-solve but escalate and seek assistance when appropriate. 


• Ability to work and think effectively under pressure and accurately prioritize and complete tasks within established timeframes. 


• Degree in a relevant field is desired; equivalent work experience or certifications are required 


• Hands-on familiarity with cloud and on-premises products from Microsoft, Atlassian, Slack, and Google. 


• Hands-on familiarity with security controls on end-user systems. 


• Experience with PowerShell scripting.


• Experience managing vulnerabilities and patching in a global distributed environment.


• Distribution, maintenance, and recovery of end-user devices.


• Experience administering M365, Google Workspace, Entra ID, Intune, and /or Mosyle applications.


• AI tool governance and implementation.


• Understanding of end-user administration and application entitlements.


• (Highly Preferred) Understanding and practical implementation principles of Privileged Access Management (PAM), User Rights Assignments and Recertification.


• (Highly Preferred) Administration of Atlassian Jira and Jira Service Management products.