IT Operations at Infinox

Every departure at Infinox used to trigger a manual hunt. The IT team had to revoke access system by system, chase each service desk to find out what had been granted, and then spend the following day or two discovering access that had been missed. A proper offboarding took two to four hours of effort spread across several departments and people.

The hardest cases were long-tenured employees and senior or C-level leavers, who tend to accumulate the most shadow access over the years. The real worry was a critical account not being fully revoked or a device left connected, especially during a last-minute offboarding, when HR forgot to flag a departure, or during an incident that required access to be cut immediately. “That’s what didn’t let me sleep sometimes,” Vadim recalls.

Workload also arrived in spikes. Onboardings clustered at the start of the month and offboardings at the end of the week, so a handful of departures on a Friday meant pulling the entire team off its work. Onboarding and offboarding made up the majority of the service desk’s tickets and time.

Automation alone couldn’t close the gap. Infinox adds provisioning for a new application almost every week, and many of those tools, especially legacy software, offer no API for provisioning. Those applications were always left to manual setup and manual cleanup.

All of this was compounded by growth. As Infinox expanded and acquired new brands, each with its own systems and HR tooling, the number of users nearly tripled. Scaling IT operations at the same pace through hiring alone wasn’t a sustainable answer.