Technical Operations Manager

4 days ago

Cape Town, Western Cape, South Africa Parvana Full time
About Our Client

Our client is a global company with a diverse team of professionals. They have a strong commitment to integrity and unity, prioritizing the use of cutting-edge technology.

Key Responsibilities
  • Manage hosting environments for SaaS platforms, ensuring high availability, performance, and security through collaboration with DevOps and infrastructure teams.
  • Oversee the support desk team, focusing on prompt customer-centric service, developing SLAs and KPIs for performance measurement, and maintaining an efficient knowledge base for issue resolution.
  • Serve as an escalation point for major incidents, leading root cause analysis and establishing incident response protocols to coordinate resolutions between support and technical teams.
  • Implement monitoring and automation for proactive issue detection and support process efficiency, optimizing workflows to enhance customer satisfaction.
  • Conduct performance assessments and capacity planning for hosting resources and support desk staffing, aligning with demand and business growth.
  • E nsure compliance with security standards and maintain documentation, coordinating security audits and addressing vulnerabilities promptly.
  • Foster a customer-centric culture by gathering feedback, developing training programs, and encouraging continuous improvement.
  • Serve as a liaison between product development and support teams, facilitating smooth feature rollouts and providing feedback from customer interactions to inform product enhancements.
Requirements
  • A relevant tertiary qualification would be beneficial.
  • Certifications in ITIL, AWS Certified Solutions Architect, or other relevant areas are valuable.
  • 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, including 3+ years in hosting management with cloud platforms.
  • 2+ years managing customer support or service desk teams, with a focus on incident and problem management.
  • Proficient in cloud hosting environments and familiar with infrastructure-as-code tools and monitoring tools.
  • Strong understanding of network infrastructure, security, and compliance in SaaS contexts, coupled with knowledge of DevOps practices and CI/CD pipelines.
  • Experience in customer success or client relationship management, emphasizing a customer-centric approach.
  • Strong leadership skills with experience in building and mentoring support teams, excellent communication and interpersonal abilities.
  • Proactive problem-solving skills focused on continuous improvement and effective decision-making.
  • Project management skills to coordinate tasks across technical and support functions efficiently.
Estimated Salary: $120,000 - $180,000 per year

This estimated salary range is based on industry standards for similar roles and locations.

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