Head of Customer Experience

1 month ago


Cape Town, Western Cape, South Africa Parvana Full time

We are seeking a Cloud Hosting Manager to join our team at Parvana. As a key member of our technical operations team, you will be responsible for managing our SaaS platform's hosting environment, ensuring high availability, performance, and security. You will collaborate with DevOps and infrastructure teams for maintenance and scaling, overseeing the support desk team, and ensuring prompt and customer-centric service.

Key Responsibilities:

  • Manage the SaaS platform's hosting environment, ensuring high availability, performance, and security.
  • Collaborate with DevOps and infrastructure teams for maintenance and scaling.
  • Oversee the support desk team, ensuring prompt and customer-centric service.
  • Develop SLAs and KPIs for performance measurement and maintain a knowledge base for efficient issue resolution.
  • Act as the escalation point for major incidents, leading root cause analysis and establishing incident response protocols.

Requirements:

  • A relevant tertiary qualification would be beneficial.
  • ITIL, AWS Certified Solutions Architect, MS Certified: Azure Administrator, etc., are beneficial.
  • Relevant certifications in DevOps or Agile methodologies are also beneficial.
  • 5 years of experience in service delivery and technical operations within SaaS or tech environments.
  • 3 years of experience in hosting management with cloud platforms (AWS, Azure, Google Cloud).
  • 2 years of experience managing customer support or service desk teams.

What We Offer:

  • A dynamic and innovative work environment.
  • A competitive salary and benefits package.
  • Opportunities for professional growth and development.

How to Apply:

Please visit our website to submit your application.



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