Senior Support Operations Manager
3 weeks ago
Parvana is a dynamic company that has been established in the 90's and has a global presence with 500+ employees. We are a diverse team of engineers, developers and specialists in finance, HR, digital infrastructure and marketing who love utilising cutting-edge tech and digitised processes. We prioritise integrity and have a commitment to unity.
Key Responsibilities
As our Senior Support Operations Manager, you will be responsible for managing the SaaS platform's hosting environment, ensuring high availability, performance, and security while collaborating with DevOps and infrastructure teams for maintenance and scaling. Additionally, you will oversee the support desk team, ensuring prompt and customer-centric service, developing SLAs and KPIs for performance measurement, and maintaining a knowledge base for efficient issue resolution.
What We Need
We are looking for a highly skilled and experienced individual with a relevant tertiary qualification. ITIL, AWS Certified Solutions Architect, MS Certified: Azure Administrator, etc, are beneficial. Relevant certifications in DevOps or Agile methodologies are also beneficial. You should 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). You should also have 2+ years managing customer support or service desk teams, with a focus on incident and problem management, including root cause analysis. You should be proficient in cloud hosting environments and familiar with infrastructure-as-code tools (e.g., Terraform, Ansible) and monitoring tools (e.g., PRTG, Datadog).
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