Senior IT Operations Analyst

About the role

You act as a Senior IT Operations team member driving organizational improvement and mentoring junior staff. You maintain deep technical knowledge of our application stack and IT security while effectively communicating updates to engineering and the broader organization. You operate with high autonomy managing both proactive initiatives and reactionary break/fix tasks. You demonstrate end-to-end ownership of device procurement through third-party providers handling complex logistical issues from initial order to final delivery and resolution. You manage and resolve incoming IT Service Desk tickets within Jira ensuring timely response and end-to-end resolution.

Key facts

What you'll do

Act as a Senior IT Operations team member contributing to organizational improvement and mentoring junior staff. Maintain deep technical knowledge of our application stack and IT security effectively communicating updates to the engineering team and the broader organization. Operate with high autonomy to manage both proactive initiatives and reactionary break/fix tasks. Demonstrate end-to-end ownership of device procurement through third-party providers managing complex logistical issues from initial order to final delivery and resolution. Manage and resolve incoming IT Service Desk tickets within Jira ensuring timely response and end-to-end resolution. Actively contribute to strategic initiatives by progressing assigned tasks within the Jira project backlog supporting the transition to a more proactive IT Operations model. Fulfill hardware and software provisioning requests maintaining operational readiness for users across Turkey and other global locations. Serve as a primary technical and operational escalation point providing mentorship and advanced resolution support to junior IT Operations team members. Lead critical lifecycle events by participating in IT Operations onboarding training for new hires and executing secure IT-focused employee termination responsibilities. Support internal and external IT audit processes such as SOC 2 PCI and SOX by coordinating and providing required documentation for access controls ITSD ticketing and quarterly software vendor compliance.

Requirements

Applicants must be fluent in English. Experience requires a minimum of 10 years. Experience and comfort working on an agile team - an ideal candidate should be familiar with agile concepts including Jira ticketing pointing and meeting workflows. You must demonstrate the ability to operate with a high degree of autonomy showing end-to-end ownership of complex operational issues from initial triage to resolution root cause analysis and subsequent process improvement. Systems and skills knowledge should include the highest levels of aptitude in the following areas Identity Provider management specifically administering Google Workspace for a global user base including OU structure group management and license optimization. Proven experience with Single Sign-On implementations and SAML/OIDC protocols including the configuration and enforcement of MFA/2FA policies to ensure a secure authentication posture. You bring a strong background in endpoint security primarily in high-compliance SaaS environments leveraging tools like Jamf Protect for continuous threat prevention compliance reporting and policy enforcement across a global fleet. Expert administration of Jamf Pro including Automated Device Enrollment ADE Zero-touch deployment patch management application provisioning and leveraging Smart Groups for targeted policy and configuration deployment is essential. Deep technical proficiency in the Apple macOS ecosystem including advanced support for MacBook Air and Pro models FileVault encryption key management OS patch cycle management and leveraging native security features is required. Proven experience in Atlassian/Jira administration specifically Jira Service Management for ITSD ticketing including the design and optimization of complex workflows issue classification and implementing Automation for Jira to streamline operational tasks. You demonstrate expertise in implementing administering and ensuring continued adherence to critical compliance frameworks including SOC 2 SOX and PCI-DSS. You have proven experience in administering access governance and security for AI platforms such as OpenAI and ensuring their compliant interoperability with the existing tech stack with close attention to PII handling and data integrity controls. Expert-level enterprise administration of Slack Enterprise Plus/Grid including advanced configuration of SSO/MFA managing third-party app and bot integrations defining data retention policies and managing workspace-level security and compliance controls is necessary. Extensive experience building and maintaining IT operations automation workflows using scripting languages such as Python Bash or dedicated automation tools such as Power Automate Automation for Jira is required.

Nice to have

Exceptional analytical and problem-solving skills with a proactive focus on identifying and implementing process improvements. Adaptability and resilience in a rapidly changing fast-paced startup environment. Strong team-oriented collaboration with excellent communication and mentorship skills willing to step up during resource constraints. Highly organized with expertise in accurate repeatable workflow documentation and a strong understanding of change management principles for audit and process improvement success. Relevant professional certifications such as Jamf Certified Admin CompTIA Security+ Google Workspace Administrator. Bachelor's degree in Information Technology Computer Science or a related field. Experience working with PCI-DSS SOC 2 Type 2 and CIS controls specifically in implementation documentation administration and continued adherence to these controls.

Practical notes

Location is Türkiye and the role is remote.