Lead IT Support Engineer

4 weeks ago

Bengaluru, Karnataka, India Curriculum Associates Full time
Job Description

At Curriculum Associates, we believe in the potential of every child and are changing the face of education technology with award-winning learning programs like i-Ready that serve a third of the nations K8 students. For more than 50 years, our commitment to making classrooms better places, serving educators, and supporting accessible learning experiences for all students has driven the continuous improvement of our innovative programs. Our team of more than 2,500 employees is composed of lifelong learners who stand behind this mission, working tirelessly to serve the educational community with world-class programs and support every day.

Key Responsibilities:

- Monitor and track end-to-end IT project milestones and delivery status.
- Manage support ticket metrics and SLA compliance across IT teams.
- Develop and maintain dashboards and reports for operational and leadership review.
- Create and present concise, visually compelling slide decks for IT leadership.
- Analyze data to detect trends, performance anomalies, and systemic issues.
- Recommend corrective or preventive actions and monitor resolution progress to closure.
- Facilitate reviews with stakeholders to prioritize operational initiatives.
- Act as a liaison between delivery teams, support teams, and leadership for continuous alignment.

Required Qualifications & Skills:

- Bachelors degree in Computer Science, Information Systems, or related field.
- 7+ years of experience in IT operations, service delivery, or project tracking roles.
- Hands-on experience with Jira, ServiceNow, and other ITSM or project management platforms.
- Strong understanding of ITIL practices; ITSM/ITIL certification preferred.
- Proven ability to convert raw metrics into actionable insights.
- Exceptional PowerPoint and presentation skills for executive communication.
- Detail-oriented mindset with a drive for efficiency and problem-solving.

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