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IT Operations Support - (Bangalore)

Kong

Kong

IT, Customer Service, Operations
India
Posted on Wednesday, January 3, 2024
Are you ready to power the World's connections?
As our IT Operations Support role, you will help us begin building out our global IT Services organization. You will help maintain all of Kong’s SaaS applications and give our staff the necessary tools they need to succeed. We're looking for someone to provide excellent customer service and support to our staff as well as maintain the day-to-day operations of IT.
Why should you want to work at Kong?
Market Opportunity - We are on a quest to build a $10b+ software company over the next few years and need YOUR help!
Why APIs Matter? APIs have been enabling innovation for decades!
Strong VC team, Series D, strong year over year revenue growth!
Technical Leadership - We are recognized as the leader in innovation in the connectivity space.
Marco, our CTO/co-founder - “We are the Cisco of L4 and L7” - CUBE Conversation, March 2021
We are the leading innovator in the connectivity space!
Amazing Team & Culture - Come be a "Konger" and find out what we mean.
Kong employees exemplify our culture at our 2022 Sales Kickoff
Building Great Products - Learn why the world's largest companies love our tech!
Over 250m+ downloads of our open source API gateway! Over 40k+ stars on Github between Kong API and Kong Insomnia!

What you'll be doing:

  • Ensure Kong’s day-to-day IT operations are addressing our global workforce's needs and operating from a strong security and compliance position.
  • Troubleshooting for all IT-related topics and in-depth research to find the best technical solutions.
  • Responsible for Ticket Queue: Manage inbound support requests via tickets, email, and Slack.
  • Be an escalation point for Kong’s IT Help Desk Partner. Ensure support tickets are addressed and SLAs are met.
  • Administering a wide variety of SaaS apps; provision/modify/remove access as needed: Google Workspace, Okta, Slack, Atlassian, Zoom, Office365, 1password, etc
  • Responsible for our IT On-boarding: Coordinate with onboarding & HR team to ensure pre-boarding tasks are complete.
  • Coordinate with IT Manager on purchases and hardware deployments.
  • Responsible for our IT Off-boarding: Coordinate with IT Manager & HR for any off-boarding.
  • Responsible for Zoom Room and Zoom Hardware maintenance.
  • Responsible for IT Asset Management: Coordinate with IT Manager on hardware and software inventory.
  • Support Kong’s annual security audits such as SOC2 by ensuring IT infrastructure is secure, compliant and documented.
  • Collaboration with other department stakeholders including technical projects across a suite of cloud-based software tools.
  • Develop procedures, processes, DR plans, instructions and other materials as necessary.
  • The position is based in Bangalore but there will be travels to other locations within India as needed; around 4 times per quarter.
  • Ability to work extended hours beyond the normal working hours.
  • Hybrid working arrangement, minimum 2 to 3 days in the office.

What you will bring:

  • 4 years of experience working in an IT Operations, Support and Helpdesk role.
  • Experience with administration of Google Workspace, Slack and Zoom.
  • Experience with administration of Okta: SSO, Lifecycle Management and Role Based Access.
  • Experience with the administration of Atlassian: Jira Software, JSM, Confluence.
  • Experience with MDM maintenance: JAMF and Intune.
  • Experience with Helpdesk Ticketing Systems: FreshService, ServiceNow or JSM equivalent.
  • Experience working with Compliance and Infosec teams; with audits such as SOC-2 Type 2 & ISO 27001.
  • Excellent working knowledge of computer systems (macOS, Windows 10/11, Linux Ubuntu), networks (Meraki & Fortigate), systems administration, and phone systems (future).
  • Strong critical thinking and decision-making skills.
  • Excellent project management skills and strong ability to prioritize.
  • Good grasp of IT infrastructure and operations best practices.
  • Desire to succeed tempered by maturity and a good sense of humour.
  • Experience working with remote teams while using tools such as Slack or Zoom to support remotely.

Bonus/Certifications:

  • Google Workspace Administration
  • CompTIA A+ | Network+ | Security+
  • Okta Administration
  • JAMF 200
  • Intune Administration
  • Jira Administration
What is a Konger?
We are a group of makers, thinkers, and doers focused on helping today’s developers build tomorrow’s technology. Our teams work on the bleeding edge of API innovation to provide our users with a central nervous system for data and services.
We put design at the heart of everything we do, and we’re relentlessly focused on creating beautiful experiences for our customers. That’s why technology companies, major banks, e-commerce innovators, and government agencies put Kong in front of their most important web applications.
We believe in the power of Open Source and everything it stands for. That’s why developers around the world enthusiastically contribute on top of our open-source platform.
We are passionate about solving challenges that will fundamentally shape the future of technology, and we’re looking for the right people to join us on our mission. If you believe in taking ownership of your work, making an impact, and having fun along the way, we would love to talk to you.
Kong Core Values:
Be Inclusive. We work together from anywhere to achieve our common goals. Our differences make us stronger.
Be Authentic. We are genuine, principled and confident without arrogance. Show respect and kindness, especially in tough moments.
Be Relentlessly Resourceful. We work with purpose, obsession and grit. It takes muscle to do hard things and doing hard things build muscle.
Be Customer Obsessed. We care. Customers are everything, we put them at the center of everything you do. We are all empowered to make an impact.
Be Curious. We value ideas over hierarchy. Never accept the status quo. We make bold bets, fail, and learn everyday. There is always a way.
Be an Owner. We are drivers not passengers and own the quality and outcomes of our work.
About Kong:
Kong is THE cloud native API platform with the fastest, most adopted API gateway in the world (over 300m downloads!). Loved by developers and trusted with enterprises’ most critical traffic volumes, Kong helps startups and Fortune 500 companies build with confidence – allowing them to bring solutions to market faster with API and service connectivity that scales easily and securely.
83% of web traffic today is API calls! APIs are the connective tissue of the cloud and the underlying technology that allows software to talk and interact with one another. Therefore, we believe that APIs act as the nervous system of the cloud. Our audacious mission is to build the nervous system that will safely and reliably connect all of humankind!
For more information about Kong, please visit konghq.com or follow @thekonginc on Twitter.
We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.