IT Operations Specialist

About the role

This position is centered on the operational backbone that allows Figure to function reliably on a daily basis. You will own the execution and monitoring of routine IT processes to ensure that internal systems remain stable and available. The role requires you to coordinate closely with technology vendors and internal stakeholders to resolve issues efficiently. You will be responsible for maintaining clear documentation so that procedures are transparent and repeatable for any team member. Pragmatism and a structured approach will be essential as you support the business through changing priorities. Strong operators are comfortable diagnosing problems, implementing fixes, and tracking outcomes with measurable discipline. You will play a key part in keeping the operational environment predictable so that other teams can focus on their core work. Success in this role will be defined by your ability to manage tasks, follow escalation paths, and continuously refine the processes you own.

Key facts

What you'll do

Coordinate vendor relationships for core services and ensure service level expectations are tracked and met.

Monitor system performance metrics and investigate anomalies to prevent potential disruptions before they escalate.

Manage access controls and user permissions to maintain security and compliance across internal platforms.

Support the implementation and configuration of device management tools to streamline onboarding and maintenance.

Maintain detailed documentation of standard operating procedures to enable consistent execution and easy knowledge transfer.

Perform regular audits of IT assets and software licenses to optimize usage and reduce waste.

Lead incident response efforts by coordinating with internal teams and external providers to restore services quickly.

Implement automation for repetitive tasks to improve efficiency and reduce manual errors in routine operations.

Track key operational metrics and prepare reports to communicate status and trends to technical and non-technical stakeholders.

Collaborate with cross-functional teams to align IT operations with business objectives and upcoming initiatives.

Continuously evaluate tools and processes, proposing improvements that enhance reliability and scalability over time.

Support the rollout of new systems by assisting in testing, deployment, and post-implementation reviews.

Ensure backup and recovery procedures are validated so that the organization can recover quickly from unexpected events.

Facilitate communication between technical teams and business units to translate requirements into operational tasks.

Own the end-to-end management of IT service delivery, identifying bottlenecks and driving them to resolution.

Requirements

Demonstrate hands-on experience with managing office networks, including Wi-Fi, DHCP, and VLAN configurations.

Show solid understanding of vendor management practices and how to coordinate with external providers effectively.

Prove you are comfortable using device management platforms such as MDM tools in a professional environment.

Have strong organizational skills and the ability to maintain checklists and routines that ensure consistent outcomes.

Exhibit a pragmatic mindset when solving problems, focusing on actionable solutions that minimize downtime.

Communicate clearly in both written and verbal formats, with attention to detail in all documentation and reports.

Be comfortable working independently while following established escalation paths and standard procedures.

Possess the ability to learn new tools quickly and adapt to changes in technology and business requirements.

Nice to have

Preferred experience with modern application lifecycle management tools and cloud platforms.

Background in environments that use MDM solutions for Apple and similar device ecosystems.

Exposure to process improvement frameworks such as Lean or Six Sigma is a plus but not required.

Practical notes

This role is based in Mexico City and operates within local business hours to support regional needs.

Travel is generally not required for this position under standard conditions.

Visa sponsorship information will be provided if the role requires it based on candidate eligibility.

Typical interview steps for this role include a process scenario exercise, an analytics question, and behavioral rounds. You may be asked to evaluate an existing workflow and suggest improvements or walk through a plan for a hypothetical operational challenge. Interviewers will assess your attention to detail, your structured approach to problem solving, and your clarity of communication. Walking through diagnosis, a plan, and measurement is a strong method during these discussions. Past hires who have demonstrated how they improved a failing process often stand out in later stages.

Roles focused on IT operations often combine user support with technical implementation, requiring flexibility and a service mindset. Tools such as MDM platforms and Google Workspace are common in modern device and account management, and familiarity with these can be beneficial. Clear documentation and standard processes help teams scale efficiently as they grow, making this an important area of focus for successful operators.

Questions you may want to ask during the interview include how the team measures success, who the role works with on a daily basis, what the onboarding process looks like, and what the company is prioritizing this year. Asking what past high performers did well in this role is also a strong closing question. Keeping your questions focused and selecting those that matter most to you will make the conversation more productive.

Career growth in operations typically progresses from coordinator to manager, director, and potentially chief operating officer roles over time. Some professionals choose to specialize in areas such as supply chain, facilities, or program management, depending on their interests and strengths. Reliability and a consistent focus on improving the systems you own are central to long term success in operations. Professionals who can quantify the impact of their fixes and communicate results clearly often move into leadership positions fastest.

About the company

Figure is a technology company exploring how financial products can be designed to better fit into people's lives. The home equity line of credit offered by Figure can support home renovation projects, consolidation of high interest debt, or funding for major life goals such as a dream vacation. The company uses technology to streamline the application and approval process, aiming to provide customers with a clear and modern borrowing experience.

About the location

Mexico City is Latin America's largest metro area and has a thriving coworking scene, with monthly costs averaging around $1,400. Neighborhoods such as Roma, Condesa, and Polanco are popular choices for professionals. The city sits at an altitude of 2,240 meters, which keeps temperatures comfortable year round, typically ranging from 16 to 25 degrees Celsius. Public metro coverage is extensive, making commuting convenient for residents across the city.