The Director, SaaS Operations & Support is 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 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 Responsabilities |
- Build 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 team
- Develop, 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 cloud
- Ensure 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
- 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.
- The physical demands of this position are those that are necessary to meet the responsibilities and essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
- This position regularly requires employees to sit, walk, and stand; talk or hear, both in person and by telephone; use hands repetitively to finger, handle, feel or operate standard office equipment
AVI-SPL reserves the right to alter work hours and work location as deems necessary
AVI-SPL is an Equal Opportunity Employer/AA/Disabled/Veteran Protected
VEVRAA Federal Contractor
