About Us
Zycus, recognized by leading analyst firms in procurement technology, empowers teams to unlock deep value through its comprehensive Source-to-Pay (S2P) solutions. At the heart of our S2P solution is the Merlin Agentic Platform, which orchestrates intelligent AI agents to deliver simplified, efficient, and compliant processes.
The Merlin Intake Agent Offers Business Users Unparalleled Ease Of Use, Increasing Adoption Rates And Significantly Reducing Non-compliant Spending. For Procurement Teams, The Merlin Autonomous Negotiation Agent Handles Tail Spend Autonomously, Securing Additional Savings; The Merlin Contract Agent Helps Draft Compliant Contracts And Reduces Risks By Actively Monitoring Them; And The Merlin AP Agent Further Enhances Efficiency By Automating Invoice Processing With Exceptional Speed And Accuracy.We Are An Equal Opportunity Employer
Zycus is committed to providing equal opportunities in employment and creating an inclusive work environment. We do not discriminate against applicants on the basis of race, color, religion, gender, sexual orientation, national origin, age, disability, or any other legally protected characteristic. All hiring decisions will be based solely on qualifications, skills, and experience relevant to the job requirements.
Job Description
About Certinal:
Certinal is an enterprise eSignature platform under Zycus, competing with DocuSign and Adobe Sign. We serve Fortune 500 customers across healthcare, automotive, financial services, and procurement sectors including Apollo Hospitals, Bumrungrad International Hospital, and Magna International. Our platform handles complex enterprise integrations with SSO, APIs, EMR/HIS systems, CRMs and ERP platforms. We maintain an 81 NPS score and are known for superior technical capabilities, flexible pricing, and exceptional customer support.
Position Overview
We are looking for a Senior Executive IT Operations who can support and manage a hybrid environment spanning both macOS and Windows endpoints. You will own day-to-day end-user support, device lifecycle management, collaboration tooling, and automation initiativesensuring secure, reliable, and delightful IT services for a global workforce.
Key Responsibilities
- Provide support for macOS and Windows devices, troubleshooting complex OS, application, and performance issues.
- Support productivity suites and collaboration tools across Google Workspace platforms such as Gmail, Drive, Calendar, Meet, etc.
- Manage endpoint provisioning and deployments: onboarding/offboarding, device refresh cycles, migrations, and decommissioning aligned to IT asset policies.
- Administer device management and security baselines using MDM/endpoint tools (e.g., Intune) for both Windows and macOS; ensure compliance posture.
- Own Apple fleet workflows: Apple Business Manager (ABM) device assignment and zero-touch provisioning (Automated Device Enrollment).
- Implement patching, antivirus/EDR updates, disk encryption, firewall settings, and secure web/VPN client configurations.
- Troubleshoot identity and access issues across SaaS apps: SSO, MFA, Conditional Access, certificates, and access provisioning.
- Automate repetitive operational tasks using scripting (bash/zsh, PowerShell, Python), and improve self-service and first-contact resolution.
- Install, configure, and troubleshoot IT peripherals (docks, monitors, printers, scanners, webcams, headsets) and conference room equipment.
- Provide remote support for overseas users through approved tools (screen sharing, remote assistance)
- Maintain clear documentation, SOPs, and knowledge articles; record RCA notes and follow SLAs in the ITSM tool.
- Coordinate with InfoSec, HR, and business stakeholders to continuously improve IT processes and user experience; manage vendor interactions when required.
Why Join Certinal
- Opportunity to work with a fast-growing subsidiary, backed by Zycus, a global enterprise software powerhouse.
- Competitive compensation
- Collaborative and innovative work culture that fosters growth, ownership, and continuous learning.
- Comprehensive benefits package and professional development opportunities.
- High-impact environment where your automation and process improvements directly improve employee productivity.
Job Requirement
Required Skills & Experience
- 25 years of experience in IT Operations, End User Computing, or Technical Support in an enterprise environment.
- Hands-on support experience for both macOS and Windows endpoints (installation, troubleshooting, imaging/provisioning).
- Working knowledge of Google Workspace / Google Apps (Admin Console basics, user support, Drive/Share settings).
- Understanding of identity and access concepts: SSO, MFA, Conditional Access; basic familiarity with Azure AD / Entra ID is a plus.
- Strong scripting and automation mindset; practical scripting experience in bash/zsh, PowerShell, or Python.
- Solid fundamentals in networking (Wi-Fi, VPN, DNS), certificates, and endpoint security troubleshooting.
- Excellent communication skills; ability to explain technical steps to non-technical users and collaborate across teams.
- Ability to prioritize tasks, manage multiple tickets, and stay calm in high-impact incidents.
