IT SaaS Operations Director

3 weeks ago


New York, New York, United States The Rockridge Group Full time
Job Title: Director of IT SaaS Operations

The Rockridge Group is seeking a seasoned IT leader to oversee the day-to-day operations of our SaaS platform. As the Director of IT SaaS Operations, you will play a critical role in implementing and maintaining our application stacks across public and private clouds.

Key Responsibilities:
  • Manage incident management, service requests, and provisioning requests to ensure seamless operations.
  • Coordinate and facilitate all changes implemented on our environment to ensure minimal disruption.
  • Ensure effective engagement across teams and root cause analysis of production issues.
  • Collaborate with platform, network, App Support, business, and release automation teams to build an efficient operations framework.
  • Lead globally distributed technical teams within App Eng to drive service excellence.
  • Oversee system performance, availability, and 24/7 operational support to ensure SLAs are met.
  • Proactively manage, maintain, and monitor services to ensure reliability and availability.
  • Direct the team to develop, drive, and report on key performance metrics of the operations organization.
  • Communicate risks, outages, and changes that may affect uptime to internal peer groups and leadership teams.
  • Evaluate operating procedures to improve efficiency and identify defects.
  • Ensure infrastructure operating procedures meet or exceed current standards.
  • Lead Operational Governance, including operational reporting and analysis.
Requirements:
  • Working knowledge of IT Operations in a SaaS environment.
  • Ability to be hands-on and solve problems efficiently.
  • Proven effectiveness in both Windows and Linux environments.
  • Expertise in implementing automated methods for platform and service deployments at large scale.
  • Excellent analytical, strategic conceptual thinking, strategic planning, and execution skills.
  • Strong vendor management and partner relation skills.
  • Excellent verbal and written communication skills to explain technical concepts to business leaders.
  • Ability to manage competing priorities and coordinate cross-functional work teams.
  • Ability to identify, prioritize, and escalate issues as needed.
  • Ability to influence and lead change, and deliver despite obstacles.
  • Ability to work within a 24/7 environment across multiple time zones.
  • Bachelor's degree in Computer Science, Engineering, Business, or related fields, and 10+ years of progressive IT experience with at least 5-7 years of management experience.


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