CMS & IT Operations Specialist

Position: CMS & EE Hybrid Specialist

Experience: 2–5 Years

Job Location: Delhi NCR Preferred

Work Mode: Hybrid

Shift Timing: 3:00 PM – 12:00 AM IST

Employment Type: Full-time

About the Role

We are looking for a CMS & EE Hybrid Specialist who can independently handle both website/CMS operations and technical operations/service support.

The ideal candidate should have hands-on experience working across CMS/content management activities as well as ticket-based technical operations, with the ability to manage requests, follow established processes, coordinate with technical teams and maintain accurate documentation.

Experience working on US-based projects or with international clients is preferred.

Key Responsibilities

CMS & Website Operations

• Manage website content creation, updates and publishing through CMS platforms.
• Update pages, banners, buttons, cards, headers, footers and other website components.
• Manage faculty, staff, directory and profile information.
• Update calendars, events, schedules and other structured website content.
• Manage PDFs, documents, images and downloadable resources.
• Perform bulk file uploads and resource linking.
• Support forms and registration-related updates.
• Identify and fix broken links and incorrect resource references.
• Perform minor CSS and website formatting changes.
• Support accessibility, usability and content-quality improvements.
• Perform website QA before publishing.
• Support bulk content and data updates.
• Maintain stable URLs and public resources.
• Document completed work and update relevant tickets.

EE / Technical Operations

• Manage operational tickets through Zendesk and Jira.
• Coordinate SSL renewal and certificate-related activities.
• Handle CSR requests and certificate collection.
• Coordinate DevOps installation requests and schedules.
• Coordinate test-instance refreshes.
• Raise and track Apache restart requests.
• Handle IP-whitelisting requests and perform initial troubleshooting.
• Follow up with customers using approved communication templates.
• Monitor ticket queues and SLA timelines.
• Maintain detailed ticket documentation and status updates.
• Perform technical support activities based on established runbooks.
• Track ticket volume, ageing and completion.
• Escalate complex technical issues and customer-impacting incidents to the appropriate teams.

Required Skills

• 2–5 years of relevant experience in CMS, website operations, technical support or IT service operations.
• Hands-on experience with a CMS platform.
• Experience working with Zendesk, Jira or similar ticketing systems.
• Understanding of website content management and publishing workflows.
• Basic knowledge of HTML/CSS and website troubleshooting.
• Understanding of SSL certificates, CSR, IP whitelisting and basic web/server operations.
• Ability to follow technical runbooks and standard operating procedures.
• Good ticket documentation and task-tracking skills.
• Strong written and verbal communication skills.
• Ability to manage multiple requests and priorities independently.
• Comfortable working in a customer-facing support environment.

Preferred

• Experience working on US-based projects.
• Experience working with international clients or global teams.
• Experience in an international support/service environment.
• Experience with education technology, SaaS or other technology-based organizations.
• Experience working with both content operations and technical support.

Candidate Profile

We are specifically looking for someone who can work across both sides of the role rather than being purely a CMS executive or purely a technical support executive.

The candidate should be comfortable moving between: Website/CMS request → Content update → QA → Publishing and

Technical ticket → Troubleshooting/coordination → SLA tracking → Resolution/Escalation

Location & Working Hours

Location: Delhi NCR preferred Work Mode: Hybrid

Shift: 3:00 PM – 12:00 AM IST

Working Days: 5 days/week

Ideal Candidate

A candidate with 2–5 years of experience, hands-on CMS and technical operations exposure, strong ticket-management skills, and experience supporting US-based or international clients would be preferred.