Teams at nesto

Provide on-site IT support for the Toronto office and remote Level 1/2 support across locations. Manage onboarding/offboarding, device lifecycle (Windows/macOS), MDM/RMM platforms, hardware inventory, ticketing, and SaaS applications. Escalate issues, coordinate vendors, maintain documentation, and improve support processes to meet SLAs and security/compliance standards.

Lead product development for Maestro, an AI platform for mortgage origination and servicing. Translate operational workflows into PRDs, define metrics (throughput, time-to-decision, accuracy), collaborate with ML, engineering, underwriting ops, and stakeholders, build feedback loops between AI output and human judgment, and drive roadmap execution in a regulated, high-ambiguity environment.

The role involves building a B2B service framework from scratch, managing incidents and changes, creating operational guidelines, and reporting on SLAs, with a focus on automation and efficiency.