IT Operations Engineer

About Us

Hello Clever is building the next generation of payments and loyalty infrastructure by turning every transaction into growth for merchants.

We’re an AI-powered fintech operating across 26+ markets, helping businesses move money in real time and convert payments into measurable outcomes like higher repeat rates, bigger baskets, and smarter customer engagement. Our platform combines local account-to-account rails, embedded cashback and loyalty products, and powerful data intelligence through Clever AI, so merchants can launch offers, optimise ROI, and scale faster, all through a single integration.

We recently crossed $70M in live ARR and are on track to pass $100M by the end of 2026-just 2.3 years after reaching our first $1M. It’s an exciting milestone that reflects the scale of what we’re building and the opportunity ahead.

We’re also proud to be recognised on the global stage, including being named Australia’s fastest-growing fintech, recognised in Forbes Asia’s Top 100, ranked among the AFR Fastest-Growing Companies, and selected for Inc. Magazine’s Best in Business.

About The Role

This is a hands-on operations role. It is not a security engineering, policy, or people-management role. Your week is made of tickets actioned, accounts provisioned and revoked, devices imaged and tracked, renewals handled before they're urgent, and records that are current because you kept them that way - not slideware about transformation. You will sit in Ho Chi Minh City with the engineering, support, and operations teams who build and run the platform, and work with colleagues spread across Australia, Japan, Singapore, the United States, and beyond. We run one platform for every market and one set of IT standards for every office. We value direct communication, evidence over assertion, and operations that hold up when money is moving.

Key Responsibilities

• IT Service Desk: Be the reliable front door for IT help across all offices: triage every request, resolve what you can own, route the rest with context, and track everything in the service desk so nothing ages silently. Keep colleagues informed without being chased.
• Identity & Access Operations: Execute the joiner, mover, and leaver lifecycle end to end — account creation, role and licence changes, and prompt, provable deprovisioning when someone leaves or changes role. Run scheduled access reviews, chase evidence, and close exceptions so least privilege is a record, not an aspiration.
• Device & Endpoint Lifecycle: Order, configure, hand over, repair, recover, and retire company laptops with the supplier and asset register kept current. Keep endpoints enrolled in the device-management and threat-protection tooling so coverage is complete and visible, and coordinate wipe and disposal with records to match.
• IT Incident Support: Take first-line triage of IT incidents, coordinate resolution with Engineering and vendors, document timeline and impact in the incident tracker, drive follow-up actions to closure, and escalate suspected security incidents immediately per policy.
• Change & Release Records: Keep the change log trustworthy — every change with its requester, approver, and timestamps — coordinate implementation windows, and record post-implementation outcomes so change history survives audit sampling.
• Audit & Compliance Evidence: Collect and organise the operational evidence behind our PCI DSS, SOC 2, ISO 42001, and ISO 27001 programs: access reviews, asset inventory, device coverage, licence and vendor records, tickets, and change history. Make recurring evidence reusable so audit requests are answered from files, not scrambles.
• Documentation & Self-Service: Take a documentation-driven approach to IT support by maintaining clear runbooks, onboarding guides, and knowledge-base articles that help colleagues resolve routine issues independently. Use recurring support requests to improve guidance and standard processes, reducing repeat tickets.
• Process Improvement & Automation: Spot the repetitive workflows — account provisioning, evidence collection, joiner/leaver coordination — and either automate them or strip out steps, with monitoring, a manual fallback, and outcomes you can point to.

What Success Looks Like

In the first 6 to 12 months, success looks like:

• The service desk runs with visible queues and honest status; requests are resolved or routed same-week, and nothing critical waits on anyone to notice it.
• Joiner, mover, and leaver requests execute reliably: new starters are productive on day one with accounts and devices ready, and leaver access is revoked promptly and provably — no orphaned accounts.
• The asset register and licence picture are current without a quarterly archaeology exercise, and renewals arrive on a calendar, not as incidents.
• Access reviews run on cadence with evidence filed as they happen, and exceptions tracked to closure rather than argued about later.
• Audit and certification evidence requests are answered from organised operational records, with the IT Operations & Security Manager spending their time on judgments rather than hunting receipts.
• At least one repetitive IT workflow has been automated or materially simplified, with the before-and-after effort visible.
• New-starter onboarding basics are self-service, and recurring ticket volume is falling, not growing.
• Exact targets will be set against Hello Clever's live roadmap and current baselines, not fixed in this posting.

You're a Strong Fit if You Have

• Hands-on IT operations, service desk, or internal IT support experience in a growing, multi-office company, where you were the person tickets actually landed on.
• Run identity lifecycle operations: provisioning and deprovisioning accounts through a directory or identity provider, administering role-based access, and executing periodic access reviews.
• Managed endpoint fleets: device setup and handover, enrolment in device management (MDM) and endpoint protection, asset tracking, and clean retirement of hardware.
• Ticket and documentation discipline: written records a colleague or auditor can follow after the fact, and the habit of closing the loop.
• Comfort being measured on operational hygiene: response times, coverage, record accuracy — and the organisational skills to manage many small priorities without dropping any.
• Clear written and verbal English for users, vendors, and teammates across Australia, Japan, Singapore, and the United States, including some flexibility for early or late cover when those time zones need it.
• A practical, service-minded temperament: improve the process, don't police the people, and escalate early when something looks wrong.

Bonus Points if You Have

• Experience in fintech, payments, or another regulated environment, especially supporting evidence for ISO 27001, ISO42001, SOC 2, or PCI DSS audits.
• Experience standing up or administering SSO/SCIM, MDM, or compliance-automation tooling during a growth phase.
• Notion administration: building databases, forms, and workflows colleagues actually adopt.
• Scripting or no-code automation (e.g., Apps Script, Zapier or Make, Python) applied to real IT workflows, with monitoring and a manual fallback.
• Exposure to structured change management practices (change types, approvals, rollback plans, post-implementation review).

Tech Stack

Our IT environment is centred on Microsoft technologies, with tools that support a distributed team. In this role, you will gain practical exposure to:

• Microsoft 365: Outlook, SharePoint, and everyday productivity tools.
• Microsoft Entra ID: Employee accounts, access management, and multi-factor authentication.
• Microsoft Intune: Device enrolment, configuration, updates, and compliance policies.
• Microsoft Azure: Cloud infrastructure and services.
• Windows and macOS: A mixed laptop environment covering setup, troubleshooting, and ongoing support.
• Notion: IT documentation, onboarding guidance, service requests, and operational trackers.
• Slack: Team communication, channels, and day-to-day collaboration.

You do not need experience with every tool before joining. We will help you learn our environment and follow established procedures.

Why Join Hello Clever

• Real Operational Ownership: Own the day-to-day IT experience of a fast-growing multi-market fintech, not a corner of someone else's backlog.
• Build It While It's Young: Join as the IT operating model is being stood up — shape the service desk, trackers, tooling, and automation rather than inheriting bureaucracy.
• Compliance Front Row: Your records and operational discipline sit directly behind our PCI DSS, SOC 2, ISO42001, and ISO 27001 programs — learn how certification evidence is actually built.
• Global Exposure: Work daily with teams and vendors across Asia-Pacific and the United States from the HCMC hub.
• Clear Growth Path: Be the first IT operations hire in HCMC, working directly alongside the IT Operations & Security Manager as the function scales.

How to Apply

We keep our hiring process simple and effective:

1. Phone Screen (People & Culture)
2. Meet the Hiring Manager: Discuss the role mandate, the team, and how IT operations runs here with the IT Operations & Security Manager
3. Final Interview: Meet key collaborators across Engineering, People & Culture, and Finance, and walk us through an IT operations process you ran or improved

Include a short note with your application about an IT operations process you ran or improved: what it looked like before, what you changed, and how you knew it worked.

If this sounds like your next career move, we'd love to hear from you.

Ready to make an impact? Apply now.

Direct applicants only, no agencies.