IT HelpDesk Analyst

Stripe

WHO WE ARE ABOUT STRIPE Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world's largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone's reach while doing the most important work of your career. ABOUT THE TEAM As a leading player in the internet economy, Stripe has a responsibility to protect itself, our users, end customers, and the broader financial ecosystem from harm. Fraud Operations proactively reduces fraud, making it difficult and unprofitable for fraudsters to carry out attacks through Stripe. We build scalable, high-judgement investigation and review operations while minimizing user friction. We work across products, customer segments, and markets and serve as a core pillar of the Stripe risk strategy. WHAT YOU'LL DO Stripe is hiring a people leader to run our Fraud Operations Center in Bangalore. You'll lead leaders and senior operators responsible for core fraud investigations and complex, high-impact investigations. You'll be accountable for operational excellence across fraud review workflows—setting the operating cadence, defining and evolving team metrics, strengthening quality and consistency of decision-making, and scaling processes through tooling and vendor partnerships. This role is both strategic and hands-on: you'll stay close to day-to-day fraud workflows, regularly reviewing cases and serving as an escalation point and decision-making resource for the team. RESPONSIBILITIES * Lead the Bangalore Fraud Operations Center by managing team leads and senior associates, setting clear expectations, coaching performance, and building a high-judgement culture rooted in strong decisioning and customer empathy * Own core fraud investigations and complex investigations, including escalations and time-sensitive incident response in partnership with global Fraud and Risk stakeholders * Establish and run the operating system for the org, including goal setting, team cadences, SOPs, change management, queue health, SLAs, QA programs, calibration, and readiness for new products and markets * Define, develop, and represent key operational and risk metrics for the Bangalore center (through dashboards and recurring readouts), translating data into actions and priorities * Drive process development and continuous improvement through root cause analysis, defect reduction, policy adherence, and consistency across reviewers and teams * Partner with other Risk teams to evolve fraud tooling and workflows (manual and automated actioning), including safe rollout and measurement of changes * Support outsourcing relevant workflows by identifying transition candidates, designing and standardizing processes for handoff, and supporting training as needed * Own staffing models, capacity planning, scheduling, hiring plans, onboarding, and training strategy to meet business needs while maintaining a high bar for quality and user experience * Maintain close 'floor' engagement by regularly diving into cases, reviewing decisions, supporting frontline judgment, and ensuring feedback loops translate into measurable improvements * Partner with recruiting to define role profiles and interview loops, drive bar-raising hiring decisions, and build a diverse team * Own career development and succession planning, team health and engagement * Build a great culture, a destination workplace, fostering our values, serving as a beacon of the Stripe user-centric philosophy and culture of transparency, empathy, inclusion, and empowerment WHO YOU ARE We're looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement. MINIMUM REQUIREMENTS * Experience leading cross-functional initiatives and driving change through ambiguity, including new workflows for new products, markets, or emerging fraud patterns * Experience leading fraud, risk, trust and safety, or investigations operations in a high-scale environment, including managing managers and team leads * An ability to partner effectively with internal globally distributed stakeholders and lead internal teams and vendors * Proven ability to define and operationalize metrics (e.g., accuracy and quality, SLAs, throughput, loss outcomes, appeals and rework, user friction) and use data to drive priorities * Comfort working across detection systems and manual and automated actioning systems, with the ability to translate operational needs into product and engineering requirements * Strong operational background, including new process launches, service delivery, and building operating models * Excellent written and verbal communication skills, including presenting in operational reviews and representing the team in high-pressure escalations in English * Skill and credibility doing the core work of a user-facing team with a high bar for quality, and a willingness to lead by example * 7+ years of direct people management experience, including performance management, coaching, and mentoring * Experience with payments, risk, compliance, or financial industry operations PREFERRED QUALIFICATIONS * Demonstrated ability to run an operations center, including capacity planning, scheduling, queue management, performance management, and quality programs * Strong fraud domain depth across investigation workflows, risk vectors, and decision frameworks, with the ability to independently review cases and guide frontline judgment * Experience scaling or transforming fraud review operations through process redesign, tooling improvements, and vendor partnerships * Experience with payments risk (CNP and card testing, ATO, merchant fraud, transaction fraud) and familiarity with how upstream detection and downstream enforcement interact * Strong analytics proficiency (building and owning dashboards, querying data directly) and comfort partnering deeply with data science and engineering * Experience operating in a global, follow-the-sun model and partnering across time zones

Stripe

WHO WE ARE ABOUT STRIPE Stripe is a financial infrastructure platform for businesses. Millions of companies - from the world’s largest enterprises to the most ambitious startups - use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone's reach while doing the most important work of your career. ABOUT THE TEAM As a leading player in the internet economy, Stripe has a responsibility to protect itself, our users, end customers, and the broader financial ecosystem from harm. Fraud Operations proactively reduces fraud, making it difficult and unprofitable for fraudsters to carry out attacks through Stripe. We build scalable, high-judgement investigation and review operations while minimizing user friction. We work across products, customer segments, and markets and serve as a core pillar of Stripe’s risk strategy. WHAT YOU’LL DO Stripe is hiring a Team Lead to develop a team of Operations Associates (OAs) within Fraud Operations in Bangalore. You will be responsible for the day-to-day operational execution and performance of your workflow(s), including queue health, SLA attainment, and decision quality. This role requires staying close to the work, remaining hands-on in complex casework (QA and targeted production), modeling high-quality decisioning, providing real-time coaching, and serving as the first-line escalation owner. You will also drive unit-level operational excellence. To be a fit, you will have a coaching mindset, proven ability to communicate at different levels, a track record of driving operational performance, and a passion for inspiring a team to deliver outstanding results. RESPONSIBILITIES * Manage a team of Operations Associates; set clear expectations, coach performance, and build a high-judgement culture rooted in strong decisioning and customer empathy. * Own individual performance metrics of Operations Associates and ensure the team consistently meets throughput, SLA, and quality targets. * Perform specific unit-level execution, including: defining, clarifying, and evolving core processes, leading team meetings, and performing root cause analyses for defects. * Support team operations including hiring, onboarding, scheduling, and intra-day coverage planning to meet SLAs; provide interview feedback and help maintain a high hiring bar. * Maintain hands-on casework at a level that enables effective coaching and escalation coverage, without compromising core people-lead responsibilities and team performance management. * Own and evolve SOPs and decision frameworks for your workflow(s); drive process adherence and consistency through clear guidance, change management, and reinforcement mechanisms. * Represent your workflow(s) in cross-team forums, surface operational pain points, propose improvements, support rollouts, and drive adoption within your team. * Serve as the primary escalation point for complex or time-sensitive cases within your unit, in partnership with global fraud stakeholders * Drive process adherence and consistency across your team through robust quality programs and calibration. * Participate in leader development and represent Bangalore workflows in global enablement sessions/onsites as needed. WHO YOU ARE You are a hands-on people leader and operational owner who thrives in a fast-paced fraud investigation environment. You run a strong performance cadence through clear metrics, coaching, and rigorous decision quality. You can take ambiguous operational problems, use data to diagnose root causes, and drive changes that stick, through influence, alignment, and follow-through, not just instruction. You bring sound judgment, calm execution under pressure, and a bias toward data-backed solutions and measurable improvements in both fraud outcomes and user experience. MINIMUM REQUIREMENTS * Experience leading fraud, risk, trust & safety, or investigations operations in a high-scale environment. * Proven ability to manage a team of frontline operations associates and own their individual performance/productivity. * Experience with payments, risk, compliance, or financial industry operations. * Proven ability to define and operationalize team-level metrics (e.g., accuracy/quality, SLAs, throughput) and use data to drive team priorities. * Strong operational background in new process launches, service delivery, and building operating models at the unit/team level. * Excellent written and verbal communication skills, including presenting operational updates and representing the team in escalations in English. * Skill and credibility doing the core work of a user facing team with a high bar for quality, and a willingness to lead by example. * At least 3+ years of direct people management experience; this includes handling performance management and proactively coach/mentor individuals. PREFERRED QUALIFICATIONS * Strong fraud domain depth across investigation workflows, risk vectors, and decision frameworks * Experience in optimizing unit-level fraud review operations through process redesign and tooling improvements. * Experience with payments risk (CNP/card testing, ATO, merchant fraud, transaction fraud) and familiarity with how upstream detection and downstream enforcement interact. * Strong analytics proficiency (comfort with data to track team performance) and comfort partnering with data science/engineering.

Okta

Secure Every Identity, from AI to Human Identity is the key to unlocking the potential of AI. Okta secures AI by building the trusted, neutral infrastructure that enables organizations to safely embrace this new era. This work requires a relentless drive to solve complex challenges with real-world stakes. We are looking for builders and owners who operate with speed and urgency and execute with excellence. This is an opportunity to do career-defining work. We're all in on this mission. If you are too, let's talk. Sr Analyst, Field Analytics As part of Okta’s Go-To-Market Strategy & Operations group, the Field Analytics team drives insight and scale within the global field organization. We serve as the core engine for the analytics and strategic analysis that enable our leaders to make data-driven decisions that determine the trajectory of Okta’s growth. You will be responsible for building high-impact technical assets, ranging from executive Tableau dashboards to standardized Snowflake datasets, while staying at the forefront of AI-driven analytics workflows. You will partner with US-based leadership and local team members to ensure our reporting framework is scalable, accurate, and deeply aligned with Okta’s global GTM strategy. Job Duties & Responsibilities: * Analytics Delivery: Design, build, and maintain high-visibility Tableau dashboards and reporting assets that provide actionable insights to business partners across the global organization. * Data Set Engineering: Build and optimize production-grade data sets in Snowflake, ensuring that all field data (Pipeline, Bookings, Productivity) is clean, structured, and easily accessible for self-service analysis. * Documentation & Governance: Take ownership of the technical documentation for all GTM reporting assets, ensuring data lineage, metric definitions, and logic are clearly defined and accessible. * AI Implementation: Champion the use of Generative AI tools to accelerate the analytics lifecycle, including automating SQL query generation, streamlining data preparation, and enhancing report documentation. * Global Collaboration: Work cross-functionally with Field Operations, Business Systems, and Data & Insights teams to capture requirements and deliver technical solutions that support our go-to-market initiatives   Required Skills & Qualifications:  * 5+ years of professional experience in Data Analytics or Business Intelligence, ideally within a global delivery model. * Technical Stack Expertise in SQL (Snowflake), BI Visualization tool (Tableau), and CRM data (Salesforce) * Practical experience using Generative AI (e.g., GPT, Gemini, or GitHub Copilot) to improve technical productivity. * A strong "documentation-first" mindset with the ability to create clear, concise technical and functional manuals. * A relentless curiosity and a desire to "build it and own it," working both independently and collaboratively across a global team. * Proven ability to translate complex data logic into clear, concise narratives. Preferred Qualifications:  * Proficiency with scripting (python) & data modeling (dbt)  * Deep understanding of enterprise software sales processes, field operations, and cross functional GTM mechanics. * Proven ability to operate independently within a global model, taking complex requirements from US-based stakeholders, execute high-quality technical work during India business hours, and provide comprehensive handoffs that allow projects to progress 24/7 without real-time oversight. #LI-Hybrid #P24940 The Okta Experience * Supporting Your Well-Being  * Driving Social Impact  * Developing Talent and Fostering Connection + Community We are intentional about connection. Our global community, spanning over 20 offices worldwide, is united by a drive to innovate. Your journey begins with an immersive, in-person onboarding experience designed to accelerate your impact and connect you to our mission and team from day one. Okta is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, marital status, age, physical or mental disability, or status as a protected veteran. We also consider for employment qualified applicants with arrest and convictions records, consistent with applicable laws. If reasonable accommodation is needed to complete any part of the job application, interview process, or onboarding please use this Form to request an accommodation. Notice for New York City Applicants & Employees: Okta may use Automated Employment Decision Tools (AEDT), as defined by New York City Local Law 144, that use artificial intelligence, machine learning, or other automated processes to assist in our recruitment and hiring process. In accordance with NYC Local Law 144, if you are an applicant or employee residing in New York City, please click here to view our full NYC AEDT Notice.