IT Operations Specialist I

<div class="content-intro"><div><strong>About Us</strong></div> <div> <p>At Cloudflare, we are on a mission to help build a better Internet. Today the company runs one of the world’s largest networks that powers millions of websites and other Internet properties for customers ranging from individual bloggers to SMBs to Fortune 500 companies. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. Internet properties powered by Cloudflare all have web traffic routed through its intelligent global network, which gets smarter with every request. As a result, they see significant improvement in performance and a decrease in spam and other attacks. Cloudflare was named to Entrepreneur Magazine’s Top Company Cultures list and ranked among the World’s Most Innovative Companies by Fast Company. </p> <p><span style="font-weight: 400;">We realize people do not fit into neat boxes. We are looking for curious and empathetic individuals who are committed to developing themselves and learning new skills, and we are ready to help you do that. We cannot complete our mission without building a diverse and inclusive team. We hire the best people based on an evaluation of their potential and support them throughout their time at Cloudflare. Come join us! </span></p> </div></div><p><strong>About the Role</strong></p> <p><strong>As an IT Operations Specialist I (P2), you will be a critical member of our Global AskIT Service Desk team, dedicated to ensuring our employees worldwide have a seamless and reliable technology experience. Based out of our Bengaluru office, your primary focus will be delivering Tier 1 technical support exclusively through virtual channels (ticket, phone, chat) as the first point of contact for all global employee technology needs.</strong></p> <p><strong>This role is essential for maintaining our commitment to 24x7 global support coverage. To achieve this, you will be assigned to our three shifts (Morning/Afternoon/Night) designed to provide consistent coverage for employees across all global time zones (APAC, EMEA, and AMER). Your effectiveness in remote incident resolution and service request fulfillment is key to minimizing disruption across the organization. This position is a fully onsite, 5 days a week role due to the nature of continuous global operations.</strong></p> <p><strong>This role reports directly to the IT Service Desk Manager or Lead for the specific region and collaborates closely with the wider Global IT Service Desk, IT Operations Support team, and IT Security teams.</strong></p> <p> </p> <p><strong>Responsibilities</strong></p> <ol> <li><strong> Global Virtual Service Desk Incident Resolution</strong></li> </ol> <p><strong>Act as the primary virtual contact for the Global AskIT Service Desk, swiftly responding to and resolving technology incidents and service requests from employees worldwide across all virtual channels (ticket, phone, chat).</strong></p> <p><strong>Provide first-contact resolution (FCR) support for complex remote issues involving operating systems (Windows/macOS), remote access (VDI), account management, email, and software applications.</strong></p> <p><strong>Master the use of remote diagnostic tools and desktop sharing software to troubleshoot and resolve issues efficiently without physical access to the device.</strong></p> <p><strong>Ensure all interactions are accurately and professionally logged, updated, and closed within the IT ticketing system, strictly adhering to established SLAs for different global regions.</strong></p> <p><strong>Proactively triage and escalate complex or Priority 1 or 0 incidents to Tier 2 support teams (e.g., Network, Security, System Administration, Service Operations, Enterprise Applications, Security, etc.) following defined global escalation paths.</strong></p> <p> </p> <ol> <li><strong> Shift Coverage and Service Continuity</strong></li> </ol> <p><strong>Adhere ... (truncated, view full listing at source)