Global IT Operations Manager

About Agora Lab Inc.
Agora is revolutionizing global communication by offering an industry-leading set of SDKs and APIs, along with a software-defined real-time network, all integrated into the Agora cloud-based communication platform. We power ultra-low latency broadcasting, high-quality video, and top-notch audio for leading brands worldwide, enabling the next generation of embedded real-time communications in mobile, web, and desktop applications.

Position Summary
We are looking for a dynamic and experienced
*Global IT Operations Manager*
to spearhead our IT infrastructure, operations, and service delivery across the enterprise. The ideal candidate will possess a robust background in IT strategy, operations management, security oversight, compliance, and people leadership. We seek an individual with a proven track record in managing large-scale technology environments, ensuring resilience, and driving operational excellence to support our global business objectives.

Responsibilities

• Infrastructure Oversight: Lead the design, implementation, and maintenance of IT infrastructure to ensure optimal performance and high availability. Manage critical global IT tasks and systems administration effectively.
• Data Center and Cloud Management: Oversee data centers, cloud services, and network infrastructure to ensure seamless support for business operations.
• Operational Excellence and continuous improvement: Maintain essential IT global operations, including operating systems, security tools, applications, servers, email systems, laptops, desktops, software, and hardware. Regularly assess current processes, technologies, and vendor relationships to identify opportunities for improvement and innovation.
• Employee Onboarding: Act as the primary driver of IT-related employee onboarding and enhance the overall employee experience with technology.
• Compliance and Standards: Ensure adherence to relevant regulations, industry standards, and best practices in IT operations. Maintain comprehensive documentation and reporting for compliance audits and assessments.
• Incident and Problem Management: Oversee the incident management process, ensuring timely resolution of IT issues to minimize downtime. Implement problem management practices to identify root causes and prevent future incidents.
• Project Ownership: Lead key projects and initiatives within the broader business framework, ensuring alignment with organizational goals.
• Technology Evaluation: Research and evaluate emerging technologies, hardware, and software to keep the organization at the forefront of innovation.
• Inventory Management: Track and maintain hardware and software inventory, ensuring optimal utilization and management of resources.
• Risk Analysis: Analyze departmental needs, identify vulnerabilities, and enhance productivity, efficiency, and accuracy to support informed business decisions.
• Network Optimization: Ensure network components meet organizational needs and work together seamlessly, leveraging the full range of capabilities while staying informed about new features and competitive solutions.
• Cost-Benefit Analysis: Prepare cost-benefit analysis reports for necessary upgrades and continuously evaluate vendors to ensure they provide the best service and value for the company's needs.
• Training and Support: Provide training to employees on software and hardware, troubleshoot issues, and offer technical support as needed.
• Disaster Recovery Planning: Develop and execute disaster recovery procedures while maintaining regular data backups.
• Security Operations (SecOps): Provide oversight of Security Operations (SecOps), including monitoring and incident response, in coordination with security teams.
• Compliance Frameworks: Implement and maintain IT and security controls aligned with SOC 2, HIPAA, SOX, and ISO frameworks.
• Vendor Security (Secure from the Start): Partner with procurement and business teams for vendor security assessments under the Secure from the Start process.
• Financial Oversight: Provide financial oversight, budgeting, and forecasting for IT operations.
• Governance / ITIL: Establish and maintain ITIL-based processes, risk management, and change management practices.
• Communication: Effectively communicate with executive management and stakeholders regarding IT performance, challenges, and opportunities.
• Cross-Functional Collaboration: Collaborate with cross-functional teams to understand business needs and align IT operations accordingly.

Required And Preferred Skills, Experience And Competencies

• Bachelor's degree in Information Technology, Computer Science, or a related field; Master's degree preferred
• Proven track record in leading IT infrastructure projects and service delivery across global enterprises
• Experience as an administrator for MS Exchange, Active Directory, SharePoint/OneDrive, and other Windows-based systems
• Expertise in current technologies, enterprise backup and recovery procedures, and system performance monitoring
• Proficient in implementing, configuring, and testing IT solutions
• Strong leadership skills with a blend of creative and analytical thinking
• Experience supporting productivity tools such as Jira, Confluence, Slack, and WeCom is also highly desirable
• Security Oversight & Incident Response Coordination
• IT Governance, Risk & Compliance (SOC 2, HIPAA, SOX, ISO)
• Vendor & Third-Party Risk Management
• Budgeting, Forecasting & Cost Control
• Strong leadership skills with a blend of creative and analytical thinking
• Ability to work flexibly within a global team environment
• Professional certifications in IT administration and/or networking are highly desirable