IT Operations Associate

Description

We are seeking a hands-on, highly proactive IT Operations Associate to build and own the foundation of our internal technology operations. As one of the first hires in IT Ops, you will be responsible for setting up monitoring practices, supporting internal users, and establishing repeatable, scalable workflows that ensure uptime, access, and responsiveness.

This is a high-impact, roll-up-your-sleeves role that requires working knowledge of AWS operations, alongside a strong ability to work independently and bring structure to fast-moving environments. The ideal candidate can move between internal IT support and cloud monitoring tasks, while creating clear documentation and workflows with minimal supervision.

Responsibilities:

Monitoring & Infrastructure

• Configure and operate AWS-based monitoring and logging tools (e.g. CloudWatch, CloudTrail, AWS Config), and integrate with third-party tools such as Datadog, Prometheus, New Relic and Grafana.

• Set up alerts, dashboards, and escalation workflows in AWS and hybrid environments.

• Assist with AWS IAM administration, cost monitoring, and basic security configuration under the direction of Engineering/DevOps.

• Perform active monitoring and alert triage until the function is staffed further; create runbooks and SOPs for incident management.

• Collaborate with Engineering and DevOps teams to ensure monitoring hooks are included in service launches and infrastructure updates.

• Partner with CISO and CCO to ensure monitoring practices and access controls align with security and compliance requirements..
  

User Support & IT Operations

• Serve as first-line support for internal technology issues, including hardware, access, communication tools, and enterprise software platforms (e.g., Google Workspace, Slack, Zoom).

• Provide Level 1 customer-facing support, escalating to specialized teams as needed.

• Maintain asset and user inventory, and support endpoint management using best practices in security and lifecycle management.

• Build and document help desk procedures, FAQs, and self-service materials to improve support response and reduce friction.

• participate in onboarding and off-boarding ownership: provision/de-provision AWS IAM roles, SaaS accounts, and hardware; coordinate secure retrieval/termination; maintain access checklists, and enforce security requirements.

• Work with Security, HR, and Operations to meet compliance, audit and security monitoring requirements, security best practices and regulatory requirements.
  

Function and Workflow Buildout

• Independently identify and implement process improvements across IT Ops.

• Identify and propose additional coverage, tooling and workflows for a growing IT Ops team.

• Continuously refine SOPs, automation scripts, and knowledge base articles to improve efficiency and scalability.

Qualifications

• 3–5 years of experience in IT Operations, Help Desk, or Systems Support roles, preferably in early-stage or high-growth environments.
• AWS Certified Cloud Practitioner (Foundation) preferred.
• Hands-on experience with AWS monitoring, logging, and IAM administration.
• Familiarity with system monitoring tools and workflows; experience standing up and maintaining alerting systems.
• Solid understanding of incident management and user access provisioning.
• Strong customer service mindset with excellent written and verbal communication skills.
• Experience providing Level 1 support directly to SaaS clients.
• Demonstrated ability to work independently, make decisions, and build repeatable processes with little direction.
• Experience working under compliance frameworks (SOC 2, ISO 27001) in cloud environments.
• Familiarity with compliance-friendly IT practices, endpoint management, and incident/change management tools (e.g., ServiceNow) a plus.
• This role will heavily collaborate with the US IT Operations team, so fluency in the English language is a requirement.