Fresh Jobs at Hugo Technologies

Key Responsibilities

WHAT YOU'LL BE DOING

• Monitor and evaluate IT service performance against established Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), and reporting same to the business.
• Drive root-cause analysis and ensure prompt resolution of incidents and problems, reducing service downtime and improving user experience.
• Oversee the evaluation, selection, implementation and/or optimization of Hugo’s ITSM technology platform to improve process orchestration, automation, reporting, and service/approval workflows.
• Collaborate with IT teams and business stakeholders to ensure ITSM platform meets the evolving needs of the business and clients.
• Ensure accurate documentation of IT service assets and configuration items (CIs) in the Configuration Management Database (CMDB).
• Collaborate with vendors to ensure third-party services meet internal and client requirements, focusing on service quality and compliance.
• Drive key suppliers’ periodic performance review meetings to ensure benefit/value realization in line with agreed SLAs.
• Ensure IT service management practices comply with relevant regulatory frameworks and certifications, including PCI-DSS, ISO 27001, HITRUST and other data protection standards (e.g., GDPR, NDPR).
• Oversee and enforce service management policies, procedures, and standards across the IT function.

Must-Have Qualifications/Experience

WHAT QUALIFICATIONS YOU’LL NEED

• Experience in a business process outsourcing (BPO) organization is highly desirable.
• Effective communication and interpersonal skills to work with technical and non-technical stakeholders.
• Understanding of compliance requirements, including PCI-DSS, ISO 27001, GDPR, and NDPR.
• ITIL v4 Certification (Foundation or higher); COBIT, PMP, or Six Sigma certification is a plus.

Preferred Background

• Minimum 7 years of experience in IT service management or a related role, with at least 3 years in a senior capacity.
• Proven experience in improving ITSM maturity and delivering measurable service improvements.
• Strong knowledge of ITSM tools such as ServiceNow, Fresh Service, SysAid, SolarWinds etc.

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Key Responsibilities

WHAT YOU'LL BE DOING

• Lead the quarterly ISMS management review and reporting on the organization's technology risks.
• Collaborate with enterprise risk management function and lead IT risk management review meetings.
• Define a strategic roadmap and plan to deliver on the IT-GRC function objectives.
• Develop and maintain IT policies, standards and frameworks aligned with industry best practices (e.g., ISO 27001, NIST, COBIT etc.)
• Develop and implement an IT compliance management and monitoring framework, overseeing the organization’s compliance efforts based on industry standards (e.g., ISO27001, PCI-DSS, SOC 2, HITRUST).
• Monitor, and report on the organization’s legal and regulatory compliance obligations, including those related to legislation (e.g., GDPR, NDPR, Cybercrime Act, NDPA).
• Develop and implement an IT risk management framework to identify, assess, manage, and mitigate risks.
• Perform general Risk Control Self-Assessment for the department covering people, process, technology, and suppliers, assigning risk severity scores and tracking mitigation plans.

Must-Have Qualifications/Experience

WHAT QUALIFICATIONS YOU’LL NEED

• Hands-on, Individual contributor with strong communication (written and verbal) skills and the ability to work in a business partnering capacity whilst maintaining essential independence.
• Demonstrated track record of influencing stakeholders from different backgrounds and functions to drive risk-aware business outcomes.
• Demonstrated experience preparing and presenting risk reports to an executive and/or business leaders.
• An ability to lead strategically, with a commercial focus.

Preferred Background

• 10 years experience in a Governance, Risk and Compliance role, with at least 3 years interacting with business leaders and executive leadership team.
• IT-GRC background with expert level knowledge of industry practices, IT processes, compliance frameworks and standards (e.g., COBIT, NIST, PCI-DSS, ITIL, SOC2, Hitrust, ISO 27001 etc.)
• CISA, CRISC, CGEIT, or other relevant industry security-focused certifications preferred.

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Key Responsibilities

WHAT YOU'LL BE DOING

• Enforce security policies, standards, and procedures for industry, regulatory and client compliance.
• Drive proactive SOC monitoring and reporting across information systems, influencing business decisions.
• Maintain the security of all information systems including Mac/Windows OS devices, network infrastructure, AWS cloud, Google Workspace, and business SaaS platforms.
• Design a robust integrated security architecture with defense-in-depth strategies across users, endpoints, networks/connectivity, platforms, applications and database domains.
• Engineer and implement cost-effective solutions appropriate for dynamic and scale-up environments.
• Perform threat modelling and technical risk assessments (vulnerability scans, penetration tests, software updates, patches etc.), identify gaps and recommend technical controls.
• Collaborate with the IT-GRC team and ensure security risks are captured in the broader IT risk register.
• Provide general information security guidance & advisory support to the business.
• Drive internal and external client security engagements to establish business needs and requirements.

Must-Have Qualifications/Experience

WHAT QUALIFICATIONS YOU’LL NEED

• Proven experience within Incident Response situations and demonstrated ability to handle and maintain confidential information.
• Must possess strong written and verbal communication skills, and be capable of understanding, documenting, communicating, and presenting technical issues in a non-technical manner to audiences.
• Be a team player and enjoy collaborating on cross-functional teams
• Familiar with compliance and privacy regulations such as PCI, GDPR, CCPA, SOX, and other regulations/standards
• Self leadership skills and the ability to mentor or provide guidance to teams.

Preferred Background

• 7+ years hands-on security experience, with an IT Security focused role.
• Experience executing in a cloud-first technology and remote work organization.
• Proficiency to communicate and collaborate via Slack and can succinctly document technical details.
• Familiar with security controls or concepts related to various security community groups or standards: CISSP Domains, NIST cybersecurity & privacy frameworks, CIS benchmarks, OSI model