IT Manager - Platform Support India/Middle East

About Builder.ai

We’re on a mission to make app building so easy everyone can do it – regardless of their background, tech knowledge or budget. We’ve already helped thousands of entrepreneurs, small businesses and even global brands, like the BBC, Makro and Pepsi achieve their software goals and we’ve only just started.

Builder.ai was voted as one of 2023’s ‘Most Innovative Companies in AI’ by Fast Company, and won Europas 2022 ‘Scaleup of the Year’. Our team has grown to over 800 people across the world and our recent announcement of $250m Series D funding (and partnership with Microsoft) means there’s never been a more exciting time to become a Builder.

Life at Builder.ai

At Builder.ai we encourage you to experiment! Each role at Builder has unlimited opportunities to learn, progress and challenge the status quo. We want you to help us become even better at supporting our customers and take AI app building to new heights.

Our global team is diverse, collaborative and exceptionally talented. We hire people for their differences but all unite with our shared belief in Builder’s HEARTT values: (Heart, Entrepreneurship, Accountability, Respect, Trust and Transparency) and a let’s-get-stuff-done attitude.

In return for your skills and commitment, we offer a range of great perks, from hybrid working and a variable annual bonus, to employee stock options, generous paid leave, and trips abroad #WhatWillYouBuild

Job Overview:

We are seeking a highly skilled and proactive IT Manager to lead and manage our IT and Platform Support operations across the Asia and Middle East regions. The ideal candidate will ensure the smooth functioning of our IT systems, platforms, and tools, driving business continuity and end-user satisfaction. This role involves managing regional platform support, overseeing IT operations, and implementing IT strategies that align with our global business goals. You will work closely with cross-functional teams, supporting our software platforms and infrastructure, focusing on seamless system integration and high performance.

• 1. IT Operations Management:
• Oversee and manage IT infrastructure and systems across the Asia and Middle East regions.
• Lead a regional team in Platform Support, ensuring the availability, performance, and security of key business platforms and applications.
• Ensure timely resolution of IT service tickets through the company’s Helpdesk and Support channels (Slack, email, etc.).
• Manage the procurement and maintenance of IT equipment, including hardware and software licensing.
• 2. Platform Support & Optimization:
• Oversee the maintenance and support of core platforms (e.g., CRM, ERP, Collaboration Tools) used across various business units.
• Ensure timely updates, patches, and system improvements for all relevant platforms.
• Work closely with vendors and internal teams to address platform-related issues and escalations.
• Develop and maintain a knowledge base for platform troubleshooting and support.
• 3. User Support and Customer Experience:
• Provide technical support to end-users, focusing on improving user experience with core business tools and platforms.
• Identify ways to optimize the usage of key platforms such as ClickUp, Front, and Slack for enhanced productivity and efficiency.
• Implement training and onboarding processes for new tools and platforms across teams, ensuring smooth adoption.
• 4. Security & Compliance:
• Ensure adherence to IT security policies and protocols, particularly for platform access and data security.
• Implement and manage Identity and Access Management (IAM), including SSO and multi-factor authentication (MFA), for all users.
• Collaborate with the security team to maintain compliance with regional data protection laws and company standards.
• 5. Process Automation and Improvement:
• Lead initiatives to automate IT processes such as onboarding and offboarding, using tools like Hibob and IAM platforms to streamline user access and provisioning.
• Manage the Mobile Device Management (MDM) system (Hexnode) to ensure device compliance and improve policy enforcement.
• Regularly review software subscriptions and usage metrics, ensuring optimal licensing management and ROI.
• 6. Strategic IT Planning & Implementation:
• Collaborate with global IT leadership to align regional IT strategy with overall company objectives.
• Plan and implement IT infrastructure and platform scaling for new offices or expansion into new regions.
• Identify opportunities to improve IT processes, infrastructure, and tools to better support business goals in the region.
• 7. Vendor & Stakeholder Management:
• Build and maintain relationships with regional IT vendors for hardware, software, and platform support.
• Coordinate with key stakeholders from different business functions (Operations, HR, Security) to ensure IT services meet their needs.
• 8. Performance Tracking & Reporting:
• Regularly review and report on IT performance metrics, including system uptime, helpdesk resolution times, and user satisfaction scores.
• Provide insights and recommendations on how to improve IT service delivery across the region.

Qualifications:

• 5+ years of experience in IT management, platform support, or a related role, preferably within the Asia or Middle East regions.
• Strong technical knowledge of platform support, cloud infrastructure, and IT operations.
• Experience with Identity and Access Management (IAM), SSO, MDM (Hexnode), and automation tools for onboarding/offboarding.
• Familiarity with enterprise tools like ClickUp, Front, Slack, and other business-critical software.
• Strong knowledge of IT security best practices, compliance requirements, and regional data protection laws.
• Leadership experience with a demonstrated ability to manage regional teams and multi-location IT operations.
• Excellent problem-solving, project management, and cross-functional collaboration skills.
• Ability to communicate effectively across cultural and geographical boundaries.

• Attractive quarterly OKR bonus plan or commission scheme dependant on your role
• Stock options in a $450 million funded Series D scale-up company
• Hybrid working 
• 24 days annual leave + public holidays
• 2 x Builder family days each year
• Time off between Christmas and New Year
• Generous Referral Bonus scheme
• Fully funded Private Medical Insurance 
• Free lunch at our state of the art working environment in Gurugram