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Job Description - SaaS Operations Lead
SAAS Operations: Global Hosting Center Lead Summary The SaaS Operations Team Lead is a critical new role managing the SaaS Operations Center staff and taking ownership of all infrastructure and network requests and issues. Primary focus is the successful delivery of SaaS services and pivoting from reactive to proactive services. This role will be involved in designing the appropriate processes and procedures to build a proactive technical support center. Requirements Key Areas of Responsibility Managing Operations Team Members- Responsible for managing a global staff of 4 - 6 members covering 6x24
- Manage culture change as the Operations Center matures and evolves to new services
- Structure the Operations Center to best serve clients
- Conduct quality assurance initiatives, including but not limited to the monitoring of support calls and tickets to ensure staff are delivering quality information and support to clients that is courteous, timely, professional, and effective
- Drive efforts to streamline and evolve systems, services, tools, and processes in support of optimizing service capabilities
- Drive a disciplined change process to ensure all modifications to the environment are appropriately controlled and communicated
- Responsible for helping to design and implementing client-focused processes for running the Operations Center
- Implement the necessary metrics to monitor results and identify areas requiring improvement
- Oversee all aspects of the incident resolution
- Ensure timely and appropriate internal and external communication occur throughout the incident lifecycle, including post
- Serve as an escalation point for Infrastructure, Network and third-party issues
- Lead reviews of incidents to identify deficiencies and foster continual improvement in operations - ensure root cause analysis is the rule, not the exception
- Analyze and report support metrics and trends
- Schedule and oversee the maintenance schedule for infrastructure and network elements
- Coordinate notification and scheduling with external client(s) via Application Teams
- A passion for providing exceptional service to customers
- Exceptional leadership skills with strategic vision
- Excellent skills in the process and people management
- Experience with managing high performing teams
- Strong sense of ownership, accountability, and the ability to see situations from the customer's point of view
- Strong knowledge of infrastructure & networks - server, SAN, firewall, switch etc.
- Experience in managing Operations Center staff, ideally in a SaaS environment
- Strong organizational skills
- Advanced communication skills, both written and customer-facing
- 2+ years of experience managing an Operations Center teams in a demanding fast-paced environment
- Bachelor's degree in Computer Science, Information Technology, Telecommunications, related technical field, or equivalent work-related experience
Vacancy expired!