IT Operations Specialist

About Glia

Glia is the leading AI customer service solution for banks and credit unions. Our platform unifies AI and human agents across every voice and digital conversation through our proprietary ChannelLess® Architecture. With AI for All™, organizations overcome the tradeoff between efficiency and experience by using AI to automate conversations and elevate service operations.

Valued at over $1 billion and named a Deloitte Technology Fast 500™ company for five consecutive years, Glia powers over 700 financial institutions and maintains an industry-leading 72 NPS. We're also certified as a Great Place to Work, with 98% employee satisfaction.

Overview

As a Technical Operations Specialist at Glia, you will play a key role in ensuring the success and satisfaction of our employees while also maintaining the highest security practices and standards. You will collaborate with almost all departments within Glia, working particularly closely with Security, Compliance, and People Operations teams. This role involves managing critical services used by Glianeers and requires close cooperation with both external and internal stakeholders. Your responsibilities will extend beyond traditional IT support, as you'll work to optimize systems and processes that directly impact employee productivity and organizational efficiency.

Responsibilities

• Provide frontline and escalated IT support, resolving complex issues related to hardware, software, networking, and enterprise tools.

• Own and manage onboarding and offboarding processes, ensuring smooth provisioning and deprovisioning of user accounts, devices, and system access.

• Administer and maintain core IT systems (e.g., Google Workspace, Okta, Slack, MDM platforms), including user access, configuration, and monitoring.

• Lead operational IT projects as assigned, such as rollouts, migrations, and workflow improvements, ensuring timely execution and documentation.

• Monitor ticket queues and assist junior team members when needed, acting as the escalation point for more complex support requests.

• Maintain technical documentation, including runbooks, SOPs, and system configurations.

• Partner with Security, Compliance, and People Operations to align IT services with organizational needs.

• Collaborate with vendors and external service providers for system implementations, escalated support issues, and large-scale projects.

• Support IT inventory and asset lifecycle management, ensuring accurate tracking and availability.

• Provide training, resources, and guidance to employees to improve digital literacy and increase effective use of IT tools.

• Serve as the primary owner for local office IT operations, including physical asset management, inventory control, device provisioning, AV setup, and providing direct on-site support to staff.

• Other tasks and duties as assigned by leadership
  

Technologies You'll Work With (if applicable)

• Google Workspace

• Atlassian products: Jira, Confluence

• MDM: Jamf, Scalefusion

• Communication: Slack, Zoom, Gong

• AWS

• GitHub

• Slack

• Okta

• and many more!

Requirements

• Located & willing to work in Mexico City, MX (Hybrid)

• Bachelor's degree in Computer Science, Information Technology, or a related field

• 3+ years of experience in IT

• Strong understanding of IT infrastructure, security best practices, and compliance requirements

• Good project management and problem-solving skills

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