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Director of Operations and Support - Charles City, United States - AVI-SPL
Description
2 days agoBe among the first 25 applicants
The Director, SaaS Operations & Supportis a new role dedicated to the emerging Symphony SaaS Line of Business (LoB) at AVI-SPL.
This role is multifaceted with responsibility in 3 critical areas of the business 1) onboarding/configuration of new Symphony SaaS customers, 2) post-production support/ incident management and 3) strategy, implementation, and governance of our Symphony environment(s).
The goal is to achieve the highest uptime and satisfaction of Symphony while realizing cost efficiency, optimal performance, scalability, and security.
The successful candidate will be responsible for standing-up and managing a dedicated Symphony SaaS onboarding team, and a support team as well as providing leadership and guidance to an established Cloud Infrastructure Services, NetOps & DevOps team.
The Sr.Director of SaaS Operations & Support will develop an incident management process with strict KPIs and adherence to SLAs as well as engage in critical conversations with both internal and external clients.
It will be imperative to define a next-gen continuous integration/continuous deployment pipeline to build, package, and deploy products and have oversight over the strategy and management of Cloud operations emphasizing efficiency and cost optimization.
Essential Duties and ResponsibilitiesBuild and lead the 24x7 Symphony Production support team to handle SaaS problems, incidents and escalations.
Build and lead the Symphony SaaS onboarding team who will have ownership of configuration and training of new Symphony SaaS customers.
Lead and mature existing Cloud Infrastructure, NetOps and DevOps teamDevelop, implement, document, and communicate the model, strategies, processes/procedures, organizational policies and KPI's for both Incident Management and Onboarding
Lead the major incident and escalation processes to drive the restoration of services quickly for customers while minimizing impact.
Own and execute on a continuous improvement strategy focused on reducing the impact, duration, as well as the frequency and severity of issues.
Accountable for the end-to-end escalation process, including driving alignment across multiple teams, and communication across all internal stakeholders and the customer.
Manage strong vendor and partner relationships, with a strong focus on AWS cloudEnsure effective utilization, capacity, optimal performance, scalability and cost optimization.
Oversee the design, development, implementation, and management of the Symphony infrastructure, networking, security, compliance, DevOps, and database management
Drive the adoption of DevOps methodologies, tools, and practices to automate and streamline cloud operations and deployment processes
Provide oversight of the demonstration and testing lab for Symphony SaaS
Guide the team to Implement CI/CD pipelines
Ownership of design, development, testing and implementation of all infrastructure solutions and/or system upgrades
Manage P&L budget to maximize utilization and control costs – seeking out best solutions, vendor partnerships and corresponding SLA
Skills and Abilities
Experience in the development of global operations & support organizations
10 years of SaaS or relevant professional experience in IT, cloud operations or related fields
10 years supporting and troubleshooting complex SaaS and/or Cloud based solutions
Ability to lead and influence key stakeholders in a matrix environment
Experience using data to drive decision-making and improve operations, communicate to Executives, both internal and client facing, and lead / manage teams
Customer obsessed and outcomes focused with a demonstrated history of delivering consistent results in terms of time to assemble, responsiveness, and resolution
Excellent written and oral skills
5-7 years of experience directly related to cloud computing, and hands-on experience with cloud services (like AWS, Azure, GCP)
Strong planning, project management, and financial acumen
Expert skills in Microsoft Office Suite and familiarity with Jira, ServiceNow, and Confluence
Familiarity with ITIL methodology
BA/BS Degree in Computer Science or Information Technology discipline with a high business acumen is preferred
Seniority level
Seniority level
Director
Employment type
Employment type
Full-time
Job function
Job function
Information Technology, Management, and Product Management
Industries
IT Services and IT Consulting, IT System Data Services, and IT System Custom Software Development
Referrals increase your chances of interviewing at AVI-SPL by 2x
Inferred from the description for this job
Medical insurance
Vision insurance
401(k)
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