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Technical Operations Lead
4 weeks ago
About Parvana:
Parvana is a global company with over 500 employees, established in the 90's and headquartered in Cape Town. Our team consists of diverse professionals in finance, HR, digital infrastructure, marketing, engineers, and developers who leverage cutting-edge technology and digitised processes. We prioritise integrity and strive for unity.
As the Technical Operations Lead, you will oversee the hosting environment of our SaaS platform, ensuring high availability, performance, and security while collaborating with DevOps and infrastructure teams for maintenance and scaling. You will manage the support desk team, focusing on prompt and customer-centric service, developing SLAs and KPIs for performance measurement, and maintaining a knowledge base for efficient issue resolution.
The role requires strong leadership skills to build and mentor support teams, as well as excellent communication and interpersonal abilities. You will 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. Additionally, you will implement monitoring and automation for proactive issue detection and support process efficiency, continuously optimising workflows to enhance customer satisfaction.
Your responsibilities will also include conducting performance assessments and capacity planning for both hosting resources and support desk staffing to align with demand and business growth. Furthermore, you will ensure compliance with security standards and maintain documentation, coordinating security audits and promptly addressing vulnerabilities. Finally, you will foster a customer-centric culture by gathering feedback on service satisfaction, developing training programs for the support team, and encouraging continuous improvement.
In this role, you will serve as a liaison between product development and support teams, facilitating smooth rollouts of new features and providing feedback from customer interactions to inform product enhancements.
We are looking for an experienced professional with relevant tertiary qualifications, ITIL certifications, and at least 5 years of experience in service delivery and technical operations within SaaS or tech environments. A background in cloud hosting environments and familiarity with infrastructure-as-code tools and monitoring tools is essential. Strong understanding of network infrastructure, security, and compliance in SaaS contexts, coupled with knowledge of DevOps practices and CI/CD pipelines, is required.
We offer a competitive salary range of $120,000 - $180,000 per annum, depending on your level of experience and qualifications.
