SaaS Operations Leader

AssetWorks is seeking an experienced Software as a Service (SaaS) Operations Leader to manage our hosted applications commissioning, upgrades and ongoing management.

This position will be responsible for growing and mentoring the team that deploys, monitors, and manages our industry-leading fleet and asset management solutions for state and local governments and select commercial customers.
This leader will ensure the team delivers the highest service possible with a customer-for-life mentality.

This is a ”leadership from the front” role, and the successful candidate will be able to balance technology decisions, resource allocation, and developing and refining processes with recruiting, training, and mentoring employees, in addition to providing management oversight and escalation support to the team.
The ideal candidate will deeply understand SaaS technologies, project management and team leadership.

• Recruit, lead and mentor a team responsible for installation, upgrade, monitoring and ongoing management of hosted environments.
• Develop and execute SRE strategies to improve system uptime, performance, and scalability.
• Collaborate with engineering, DevOps, and product teams to align SRE efforts with business goals.
• Ensure system reliability, availability, and performance through proactive monitoring and automation.
• Oversee incident management, including detection, response, and post-mortem analysis.
• Drive automation efforts to reduce manual operations and increase system efficiency.
• Accountable for 24x7x365 contractual SLA commitments to customers
• Led development of standardized tools and processes to ensure high-quality service
• Builds processes to keep customers informed of how and when issues are resolved
• Recommend product architecture and deployment improvements to increase the speed and quality of deployments and collaborate with other departments to implement improvements.
• Report on key metrics to track application performance and the status of hosted environments.
• Responsible for obtaining and managing SOC1, SOC 2 and ISO 27001 certification
• Identify team member's strengths and growth potential and delegate duties appropriately.
• Fosters a collaborative “open-door” culture
• Identify areas of improvement for the department in collaboration with other managers.

• Strong experience in site reliability engineering (SRE), DevOps, or infrastructure engineering.
• Expertise in monitoring, observability, and incident management
• Must be able to work with changing deadlines and priorities in a fast-paced environment
• Excellent project management, communication, and interpersonal skills
• Significant experience in all phases of the software lifecycle
• Experience in managing / maintaining SOC1, SOC 2 and ISO 27001 certification
• Experience using ITIL to manage software as a service
• Talent acquisition and organizational development expertise
• Experience managing enterprise applications to SLA’s
• Experience with implementing CI/CD pipelines within a hybrid computing environment
• Familiarity with tools for automated deployments, including developing and managing IaC
• Experience with relational databases (Oracle or MS SQL Server)
• Experience with building and managing environments in Microsoft Azure
• Skilled at collaborating across departments to resolve customer issues
• An ability to make decisions often with incomplete information in stressful situations
• Excellent communication and presentation skills (written and verbal)
• Travel: Less than 10%
• After-hours work: Some required
• Soft skills
  • Attention to detail
  • Adaptability
  • Team player
  • Resilience

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