Senior Director Of Saas Operations

Description:

Responsibilities:

• Technical design, implementation, and ongoing support services assuring quality and compliance in a regulated SaaS environment. Areas of focus will include cost optimization, delivering mission critical infrastructure and ensuring the highest levels of availability, performance and security to our internal customers.
• Work with the IT and Cybersecurity teams to develop and implement a technology roadmap that supports the goals and objectives of the organization.
• Provide direction to the teams as they support projects and initiatives that expand the capabilities of the business, maintain the technology environment, implement security initiatives, and improve the supportability of our technology environment.
• Manage and develop talent within the SaaS Operation team.
• Establishes appropriate goals, objectives, standards, and policies to ensure effective information systems operation, maintain compliance and continual improvement.
• Incorporates industry best practices by overseeing operations in defining and implementing processes, procedures, and tools for incident/problem/change management, that incorporate industry best practices and ensure a stable and secure technology environment.
• Benchmark, analyze and perform regular review of capacity reports and operational/helpdesk performance metrics, service availability, ticket volume, resolution rate, time to respond, time to resolution, server utilization, storage utilization and change volume.
• Establish expectations for the timely resolution and escalation of all incidents and problems affecting the business channels and operations.
• Deploying, and managing, highly available, and fault tolerant systems on AWS and Azure.
• Deploying and maintaining Windows. Linux and opensource databases (Mysql)
• Receive and record incident related information leveraging tools and process, selects appropriate actions to resolve issues and communicates the solution or action plan to the client.
• Manage and perform design and testing of disaster recovery plans for mission critical applications
• Collaborate with the Cloud Computing DEV/OPS team and associated SME’s as advisors on all technology issues
• Provide daily, weekly & monthly integrated service management reports across all solutions.