About Us

Observe.AI is transforming customer service with AI agents that speak, think, and act like your best human agents—helping enterprises automate routine customer calls and workflows, support agents in real time, and uncover powerful insights from every interaction.

With Observe.AI, businesses boost automation, deliver faster, more consistent 24/7 service and build stronger customer loyalty.

Trusted by brands like Accolade, Prudential, Concentrix, Cox Automotive, and Included Health, Observe.AI is redefining how businesses connect with customers—driving better experiences and lasting relationships at every touchpoint.

The Opportunity

The IT Lead reporting to our IT leader in Bangalore will be responsible for implementing tools and systems, building processes to mature the implementation and operations in our IT Team. The IT lead will be responsible for day to day operations supporting daily IT infrastructure operations, providing support and escalation, and ensuring adherence to established processes and supporting our US team as needed.

Responsible for collaborating with cross-functional teams to facilitate the integration of new transitions and processes or to enhance existing methodologies.This position demands robust technical expertise in Azure, Okta, Jamf, GCP, Google Workspace, Networking (Cisco), and cloud operations support to effectively resolve technical challenges.

What you’ll be doing

• Stakeholder Communication : Communicate IT matters to stakeholders, including senior management, other departments, and external partners.
• Strategic Planning : Partner with the IT leader to develop and implement IT strategies aligned with business goals.
• Prioritise customer satisfaction in all interactions and escalate unresolved issues when necessary.
• Manage Technical IT Operations : Guide employees both remotely and in person through the resolution of hardware and software issues.
• Test, install and update the macOS operating system, including proprietary applications, security patches, updates, application drivers and system security tools from JAMF.
• Assist for recommended changes and updates on JAMF, Health checkup, reports and also work with the security team for Planned Changes.
• Develop and Maintain Jira workflows, automations, and integrations
• Project Management : Manage IT projects, ensuring they are completed on time and within budget.
• Vendor Management : Manage relationships with external IT vendors, hardware procurement, software licensing, and service agreements.
• Security and Risk Management : Ensure the security of IT systems and data.
• Emerging Technologies Knowledge : Stay informed about new technologies and their potential applications within the organization.
• Manage Employee Experience : Address IT-related issues and challenges promptly and effectively. Communicate user feedback and system issues to internal teams for continuous improvement

What you bring to the role

• Overall 10 + years of experience in IT, IT Systems and Networking and tools implementation
• Proficiency in macOS and Windows operating systems, including installation, configuration, and troubleshooting.
• Experience with Mobile Device Management (MDM) tools such as Jamf, Microsoft Intune, or AirWatch for managing and securing corporate devices across different platforms.
• Strong understanding of IT system administration, including setting up and maintaining servers, user accounts, and permissions.
• Experience with networking protocols, firewalls, and VPNs.
• Experience with ticketing tools like Jira Service Management, Zendesk, or similar platforms.
• Experience with automation of IT tasks using scripting languages such as Python, PowerShell, Bash, or JSON-based scripts for workflow and system automation.
• Familiarity with cloud platforms such as AWS, Azure, or Google Cloud Platform.
• Awareness of IT security principles and best practices, including data protection, encryption, and multi-factor authentication (MFA).
• Experience with Okta for identity management and access control.
• Experience in OAG and/or API competency, application onboarding and troubleshooting with Okta and OAG, Implementing Protocols like: SAML, OpenID, troubleshooting, Okta MFA policies,
• Strong Understanding of Okta Device Trust & Device Assurance.
• Have administration knowledge on Cloud models like Azure & AWS, Jira, GitHub, Bitbucket, PagerDuty etc.
• Strong understanding in ITIL Processes i.e. Incident/Problem/Change/Event Management

Compensation, Benefits and Perks

• Excellent medical insurance options and free online doctor consultations
• Yearly privilege and sick leaves as per Karnataka S&E Act
• Generous holidays (National and Festive) recognition and parental leave policies
• Learning & Development fund to support your continuous learning journey and professional development
• Fun events to build culture across the organization
• Flexible benefit plans for tax exemptions (i.e. Meal card, PF, etc.)

Our Commitment to Inclusion and Belonging

Observe.AI is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Observe AI does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Observe.AI also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.

We welcome all people. We celebrate diversity of all kinds and are committed to creating an inclusive culture built on a foundation of respect for all individuals. We seek to hire, develop, and retain talented people from all backgrounds. Individuals from non-traditional backgrounds, historically marginalized or underrepresented groups are strongly encouraged to apply.

If you are ambitious, make an impact wherever you go, and you're ready to shape the future of Observe.AI, we encourage you to apply. For more information, visit www.observe.ai.