Senior Technical Operations Manager

2 days ago


Cape Town, Western Cape, South Africa Parvana Full time

Parvana seeks an experienced Senior Technical Operations Manager to oversee the hosting environment of our SaaS platform, ensuring high availability, performance, and security. You will collaborate with DevOps and infrastructure teams for maintenance and scaling.

As a key member of our technical operations team, you will be responsible for managing the support desk, ensuring prompt and customer-centric service, developing SLAs and KPIs for performance measurement, and maintaining a knowledge base for efficient issue resolution. You will also act as the escalation point for major incidents, leading root cause analysis and establishing incident response protocols to coordinate resolutions between support and technical teams.

We are looking for a proactive problem-solver who can implement monitoring and automation for proactive issue detection and support process efficiency. You will continuously optimize workflows to enhance customer satisfaction and conduct performance assessments and capacity planning for both hosting resources and support desk staffing to align with demand and business growth.

In addition, you will ensure compliance with security standards and maintain documentation, coordinating security audits and promptly addressing vulnerabilities. You will foster a customer-centric culture by gathering feedback on service satisfaction, developing training programs for the support team, and encouraging continuous improvement.

The ideal candidate will have 5+ years of experience in service delivery and technical operations within SaaS or tech environments, including 3+ years in hosting management with cloud platforms (AWS, Azure, Google Cloud). They will also have 2+ years of managing customer support or service desk teams, with a focus on incident and problem management, including root cause analysis.

We offer a competitive salary of $120,000 per annum, commensurate with experience. The successful candidate will have strong leadership skills, experience in building and mentoring support teams, excellent communication and interpersonal abilities, proactive problem-solving skills, and project management skills to coordinate tasks across technical and support functions efficiently.



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