IT Operation Specialist I (Rotational Shift)

IT Operations Specialist I (P2) - Global Virtual Service Desk (Night/Morning/Day Shifts)

About the Role

As an IT Operations Specialist I (P2) you will be a critical member of our Global AskIT Service Desk team dedicated to ensuring our employees worldwide have a seamless and reliable technology experience. Based out of our Bengaluru office your primary focus will be delivering Tier 1 technical support exclusively through virtual channels (ticket phone chat) as the first point of contact for all global employee technology needs.

This role is essential for maintaining our commitment to 24x7 global support coverage. To achieve this all employees must participate in a monthly shift rotation covering Day Night and Morning shifts (shift timings are subject to change based on business needs) in addition to a rotating weekly on-call schedule for critical weekend and holiday coverage. While Day and Morning shifts are fully onsite (5 days a week) in our Bengaluru office the Night shift is designated as fully remote. Your effectiveness in remote incident resolution and service request fulfillment is key to minimizing disruption across the organization.

This role reports directly to the IT Service Desk Manager or Lead for the specific region and collaborates closely with the wider Global IT Service Desk IT Operations Support team and IT Security teams.

Responsibilities

Global Virtual Service Desk & Incident Resolution

• Act as the primary virtual contact for the Global AskIT Service Desk swiftly responding to and resolving technology incidents and service requests from employees worldwide across all virtual channels (ticket phone chat).
• Provide first-contact resolution (FCR) support for complex remote issues involving operating systems (Windows/macOS) remote access (VDI) account management email and software applications.
• Master the use of remote diagnostic tools and desktop sharing software to troubleshoot and resolve issues efficiently without physical access to the device.
• Ensure all interactions are accurately and professionally logged updated and closed within the IT ticketing system strictly adhering to established SLAs for different global regions.
• Proactively triage and escalate complex or Priority 1 or 0 incidents to Tier 2 support teams (e.g. Network Security System Administration Service Operations Enterprise Applications Security etc.) following defined global escalation paths.

2. Shift Coverage and Service Continuity

• Adhere strictly to the mandatory monthly rotating shift schedule (Day Morning Night) to ensure continuous 24x7 coverage for the global employee base.
• The Day and Morning shifts require full-time 5-day-a-week onsite presence in the Bengaluru office. The Night shift is performed fully remotely.
• Participate in a weekly rotating on-call schedule to provide coverage for critical incidents during weekends and holidays.
• Participate in thorough cross-training and detailed shift handover processes to guarantee a seamless transition of critical issues and maintain support consistency across all time zones.
• Maintain a high level of performance and focus regardless of the scheduled shift time.

3. Account & Access Management

• Support user accounts and access permissions including provisioning modification and deactivation across various critical corporate systems (e.g. Active Directory identity platforms SaaS tools).
• Enforce IT Security policies related to password management access control and endpoint security during remote support interactions.

4. Knowledge Management & Process Improvement

• Contribute to the Global Knowledge Base by documenting new resolutions troubleshooting steps and standard operating procedures (SOPs) for common issues encountered across time zones.
• Identify trends in recurring incidents to recommend process system or training improvements to the Tier 2 and IT Operations teams.

Qualifications & Skills

Required:

• 12 years of demonstrated IT Service Desk or helpdesk experience in a high-volume corporate environment with a focus on remote/virtual support.
• Expert-level troubleshooting skills across a range of common technology stacks including Windows and macOS operating systems mobile platforms and Microsoft/Google productivity suites.
• Proven ability to utilize remote desktop tools and diagnostic software to resolve technical issues efficiently.
• Willingness and ability to reliably work a rotating monthly shift schedule (Day Morning Night) transition between onsite work (Day/Morning) and fully remote work (Night) and participate in the required weekly on-call rotation for weekends and holidays to meet the 24x7 global coverage requirement.
• Excellent written and verbal communication skills with a professional culturally sensitive and empathetic demeanor for supporting a global diverse user base.
• Associates degree in Information Technology Computer Science or a related field (or equivalent professional experience).

Preferred:

• Proven experience with IT Service Management (ITSM) ticketing systems (e.g. Jira Service Management ServiceNow) in a global setting.
• Familiarity with modern device management/endpoint protection tools such as JAMF or Microsoft Intune for remote administration.
• Strong understanding of networking fundamentals (VPN TCP/IP DNS) and IT security best practices (MFA phishing awareness).
• Relevant industry certifications such as ITIL 4 Foundation CompTIA A or Microsoft 365 Fundamentals.

What Makes Cloudflare Special

Were not just a highly ambitious large-scale technology company. Were a highly ambitious large-scale technology company with a soul. Fundamental to our mission to help build a better Internet is protecting the free and open Internet.

Project Galileo: Since 2014 weve equipped more than 2400 journalism and civil society organizations in 111 countries with powerful tools to defend themselves against attacks that would otherwise censor their work technology already used by Cloudflares enterprise customers--at no cost.

Athenian Project: In 2017 we created the Athenian Project to ensure that state and local governments have the highest level of protection and reliability for free so that their constituents have access to election information and voter registration. Since the project weve provided services to more than 425 local government election websites in 33 states.

1.1.1.1: We released 1.1.1.1 to help fix the foundation of the Internet by building a faster more secure and privacy-centric public DNS resolver. This is available publicly for everyone to use - it is the first consumer-focused service Cloudflare has ever released. Heres the deal - we dont store client IP addresses never ever. We will continue to abide by our privacy commitment and ensure that no user data is sold to advertisers or used to target consumers.

Sound like something youd like to be a part of Wed love to hear from you!

This position may require access to information protected under U.S. export control laws including the U.S. Export Administration Regulations. Please note that any offer of employment may be conditioned on your authorization to receive software or technology controlled under these U.S. export laws without sponsorship for an export license.

Cloudflare is proud to be an equal opportunity employer. We are committed to providing equal employment opportunity for all people and place great value in both diversity and inclusiveness. All qualified applicants will be considered for employment without regard to their or any other persons perceived or actual race color religion sex gender gender identity gender expression sexual orientation national origin ancestry citizenship age physical or mental disability medical condition family care status or any other basis protected by law. We are an AA/Veterans/Disabled Employer.

Cloudflare provides reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job. Examples of reasonable accommodations include but are not limited to changing the application process providing documents in an alternate format using a sign language interpreter or using specialized equipment. If you require a reasonable accommodation to apply for a job please contact us via e-mail at or via mail at 101 Townsend St. San Francisco CA 94107.