The Role
Own day-to-day IT operations for a global remote workforce, including end-user support, device and access management, onboarding and offboarding, internal systems administration, security controls, compliance audits, process automation, vendor management, and asset tracking. The role partners with Compliance, Engineering, DevOps, and HR to maintain reliable, secure, and efficient IT infrastructure while supporting growth and regulated-industry requirements.
Summary Generated by Built In
About the Company:
Netomi is the leading agentic AI platform for enterprise customer experience. We work with the largest global brands like Delta Airlines, MetLife, United, and others to enable agentic automation at scale across the entire customer journey. Our no-code platform delivers the fastest time to market, lowest total cost of ownership, and simple, scalable management of AI agents for any CX use case. Backed by WndrCo, Y Combinator, and Index Ventures, we help enterprises drive efficiency, lower costs, and deliver higher quality customer experiences.
Want to be part of the AI revolution and transform how the world’s largest global brands do business? Join us!
We are seeking a hands-on, execution-focused IT Operations Manager to build and scale our internal IT function across a growing, global, and remote-first organization.
This role will own day-to-day IT operations, systems, and support infrastructure, ensuring employees have secure, reliable, and efficient access to the tools and environments they need to do their best work. You will partner closely with Compliance,Engineering, DevOps, HR/People, and Operations to support company growth,company tooling, onboarding/offboarding, and expanding compliance needs.
This role will own day-to-day IT operations, systems, and support infrastructure, ensuring employees have secure, reliable, and efficient access to the tools and environments they need to do their best work. You will partner closely with Compliance,Engineering, DevOps, HR/People, and Operations to support company growth,company tooling, onboarding/offboarding, and expanding compliance needs.
Responsibilities
- Own day-to-day IT operations, including end-user support, device management, and troubleshooting across a distributed workforce
- Ensure timely resolution of IT issues with strong SLAs and high employee satisfaction
- Manage onboarding and offboarding processes, including provisioning and deprovisioning of systems and access
- Participate in on-call and after-hours support as needed to respond to critical incidents and urgent business needs.
- Administer and optimize core business systems (e.g., Google Workspace, Microsoft Entra, MS Office, Slack, Zoom, endpoint management tools)
- Maintain system reliability, performance, and uptime across all internal tools
- Closely partner with Compliance team to enforce IT security policies and best practices
- Support audits (e.g., SOC 2) by maintaining documentation, controls, and system integrity
- Ensure secure device management, data protection, and access controls
- Ensure systems and processes meet the security and compliance requirements of customers in highly regulated industries such as healthcare, financial services, insurance, and government
- Build and scale IT processes and workflows for a growing organization
- Identify opportunities to automate repetitive tasks and improve efficiency
- Standardize onboarding, asset management, and support processes
- Manage IT vendors, licenses, and subscriptions
- Track and maintain IT asset inventory across devices and systems
- Optimize costs while maintaining high-quality tooling and support
- Partner with HR/People Ops on onboarding/offboarding to ensure a smooth employee experience and adherence to compliance best practices
- Collaborate with Compliance, Engineering, and DevOps teams on tooling, access, and infrastructure needs
- Support global teams across time zones and regions
IT Operations & End-User Support
Systems, Security & Infrastructure Management
Process & Automation
Vendor & Asset Management
Cross-Functional Collaboration
Qualifications
- 5–8+ years of experience in IT Operations, IT Support, or Systems Administration
- Experience managing IT in a high-growth, SaaS, or remote-first environment
- Hands-on administrative experience with:
○Google Workspace, Azure AD, MS 365
○Endpoint management tools (e.g., Jamf, Kandji, Intune)
○Ticketing systems (e.g., Jira, Zendesk, ServiceNow) - Strong understanding of IT security best practices and access management
- Strong hands-on knowledge of ISO 27001, SOC 2 Type II, HIPAA, GDPR, PCI DSS, and other globally recognized security and privacy frameworks.
- Demonstrated experience maintaining IT controls and supporting internal and external audits.
- Experience working in highly regulated industries such as healthcare, financial services, insurance, or government.
- Experience supporting distributed/global teams
Who You Are
- A hands-on operator who enjoys solving problems and supporting teams / team members
- Organized and detail-oriented with strong execution skills
- Comfortable working in a dynamic, evolving, and global environment
- Collaborative and service-oriented with strong communication skills
- Relentlessly proactive—you identify issues before they become problems
Netomi is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.
Skills Required
- 5-8+ years of experience in IT Operations, IT Support, or Systems Administration
- Experience managing IT in a high-growth, SaaS, or remote-first environment
- Hands-on administrative experience with Google Workspace, Azure AD or Microsoft Entra, and Microsoft 365
- Experience with endpoint management tools such as Jamf, Kandji, or Intune
- Experience with ticketing systems such as Jira, Zendesk, or ServiceNow
- Strong understanding of IT security best practices and access management
- Strong hands-on knowledge of ISO 27001, SOC 2 Type II, HIPAA, GDPR, PCI DSS, and other security and privacy frameworks
- Experience maintaining IT controls and supporting internal and external audits
- Experience working in highly regulated industries such as healthcare, financial services, insurance, or government
- Experience supporting distributed or global teams
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The Company
What We Do
Netomi is an AI-first customer service platform that enables companies to deliver the highest quality customer experiences while significantly reducing cost. Netomi's Relationship Operating System automatically resolves up to 80% of routine customer service inquiries, decreasing resolution time, and increasing customer satisfaction and support quality. The patented, no-code platform works across messaging, chat, email and voice, and understands 100+ languages. Netomi is based in San Francisco and has offices in New York and India.
