IT Operation Specialist I at Cloudflare

About Us

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.

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!

IT Operations Specialist I (P2) - Global Virtual Service Desk (Night/Morning/Day Shifts)

About the Role

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.

This role is essential for maintaining our commitment to 24x7 global support coverage. To achieve this, all employees must participate in a monthly shift rotation covering Day, Night, and Morning shifts (shift timings are subject to change based on business needs), in addition to a rotating weekly on-call schedule for critical weekend and holiday coverage. While Day and Morning shifts are fully onsite (5 days a week) in our Bengaluru office, the Night shift is designated as fully remote. Your effectiveness in remote incident resolution and service request fulfillment is key to minimizing disruption across the organization.

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.

Responsibilities

Global Virtual Service Desk & Incident Resolution

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).

Provide first-contact resolution (FCR) support for complex remote issues involving operating systems (Windows/macOS), remote access (VDI), account management, email, and software applications.

Master the use of remote diagnostic tools and desktop sharing software to troubleshoot and resolve issues efficiently without physical access to the device.

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.

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.

2. Shift Coverage and Service Continuity

Adhere strictly to the mandatory monthly rotating shift schedule (Day, Morning, Night) to ensure continuous 24x7 coverage for the global employee base.

The Day and Morning shifts require full-time, 5-day-a-week onsite presence in the Bengaluru office. The Night shift is performed fully remotely.

Participate in a weekly rotating on-call schedule to provide coverage for critical incidents during weekends and holidays.

Participate in thorough cross-training and detailed shift handover processes to guarantee a seamless transition of critical issues and maintain support consistency across all time zones.

Maintain a high level of performance and focus regardless of the scheduled shift time.

3. Account & Access Management

Support user accounts and access permissions, including provisioning, modification, and deactivation across various critical corporate systems (e.g., Active Directory, identity platforms, SaaS tools).

Enforce IT Security policies related to password management, access control, and endpoint security during remote support interactions.

4. Knowledge Management & Process Improvement

Contribute to the Global Knowledge Base by documenting new resolutions, troubleshooting steps, and standard operating procedures (SOPs) for common issues encountered across time zones.

Identify trends in recurring incidents to recommend process, system, or training improvements to the Tier 2 and IT Operations teams.

Qualifications & Skills

Required:

1–2 years of demonstrated IT Service Desk or helpdesk experience in a high-volume, corporate environment, with a focus on remote/virtual support.

Expert-level troubleshooting skills across a range of common technology stacks, including Windows and macOS operating systems, mobile platforms, and Microsoft/Google productivity suites.

Proven ability to utilize remote desktop tools and diagnostic software to resolve technical issues efficiently.

Willingness and ability to reliably work a rotating monthly shift schedule (Day, Morning, Night), transition between onsite work (Day/Morning) and fully remote work (Night), and participate in the required weekly on-call rotation for weekends and holidays to meet the 24x7 global coverage requirement.

Excellent written and verbal communication skills with a professional, culturally sensitive, and empathetic demeanor for supporting a global, diverse user base.

Associate’s degree in Information Technology, Computer Science, or a related field (or equivalent professional experience).

Preferred:

Proven experience with IT Service Management (ITSM) ticketing systems (e.g., Jira Service Management, ServiceNow) in a global setting.

Familiarity with modern device management/endpoint protection tools such as JAMF or Microsoft Intune for remote administration.

Strong understanding of networking fundamentals (VPN, TCP/IP, DNS) and IT security best practices (MFA, phishing awareness).

Relevant industry certifications such as ITIL 4 Foundation, CompTIA A+, or Microsoft 365 Fundamentals.

What Makes Cloudflare Special?

We’re not just a highly ambitious, large-scale technology company. We’re a highly ambitious, large-scale technology company with a soul. Fundamental to our mission to help build a better Internet is protecting the free and open Internet.

Project Galileo: Since 2014, we've equipped more than 2,400 journalism and civil society organizations in 111 countries with powerful tools to defend themselves against attacks that would otherwise censor their work, technology already used by Cloudflare’s enterprise customers--at no cost.

Athenian Project: In 2017, we created the Athenian Project to ensure that state and local governments have the highest level of protection and reliability for free, so that their constituents have access to election information and voter registration. Since the project, we've provided services to more than 425 local government election websites in 33 states.

1.1.1.1: We released 1.1.1.1 to help fix the foundation of the Internet by building a faster, more secure and privacy-centric public DNS resolver. This is available publicly for everyone to use - it is the first consumer-focused service Cloudflare has ever released. Here’s the deal - we don’t store client IP addresses never, ever. We will continue to abide by our privacy commitment and ensure that no user data is sold to advertisers or used to target consumers.

Sound like something you’d like to be a part of? We’d love to hear from you!

This position may require access to information protected under U.S. export control laws, including the U.S. Export Administration Regulations. Please note that any offer of employment may be conditioned on your authorization to receive software or technology controlled under these U.S. export laws without sponsorship for an export license.

Cloudflare is proud to be an equal opportunity employer. We are committed to providing equal employment opportunity for all people and place great value in both diversity and inclusiveness. All qualified applicants will be considered for employment without regard to their, or any other person's, perceived or actual race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship, age, physical or mental disability, medical condition, family care status, or any other basis protected by law. We are an AA/Veterans/Disabled Employer.

Cloudflare provides reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job. Examples of reasonable accommodations include, but are not limited to, changing the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. If you require a reasonable accommodation to apply for a job, please contact us via e-mail at hr@cloudflare.com or via mail at 101 Townsend St. San Francisco, CA 94107.

IT Operation Specialist I

Job Description