SaaS Operations Chief Architect

Aurea is looking for an experienced SaaS Operations Chief Architect to join our Managed Services Delivery team. Our ideal candidate is a highly motivated, goal-oriented, team-focused technical team leader with a passion for overseeing services, processes, systems and infrastructure. This position will assume responsibility for the overall availability and performance of production services against availability and quality SLAs. They will design solutions and improvements that eliminate liabilities which could impair or degrade service or could cause outages that impact availability. They will identify root causes, single points of failure, and eliminate them through remediation solution delivery.

Job Description

The SaaS Ops Chief Architect is responsible for providing seasoned and experienced end to end service ownership spanning operations, infrastructure and quality. They will assure internal processes are created and put in place for incident and service request resolution, change management, and service reliability through proper execution and documentation. This position is 100% remote.

Key Responsibilities

Track anomalies to establish trends and prioritize remediation activities.

Capture event and incident metrics to support service availability and quality reporting.

Identify continual service improvement opportunities and prioritize by business value.

Be responsible for incident remediation and prevention to senior management and business stakeholders.

Demonstrate continual improvement in business value of operations through operational and cost efficiencies.

Set goals for SaaS operations that relate to business objectives.

Coordinate service upgrade, migration and maintenance activities across departments.

Assure operations process documentation is delivered and maintained.

Oversee operations shift coverage spanning global time zones and 24x7 service availability assurance.

Prioritize incoming workloads by managing delivery expectations, negotiating priorities, and providing options that meet budgetary and business goals.

Desired Skills and Experience

  • Track anomalies to establish trends and prioritize remediation activities.
  • Capture event and incident metrics to support service availability and quality reporting.
  • Identify continual service improvement opportunities and prioritize by business value.
  • Be responsible for incident remediation and prevention to senior management and business stakeholders.
  • Demonstrate continual improvement in business value of operations through operational and cost efficiencies.
  • Set goals for SaaS operations that relate to business objectives.
  • Coordinate service upgrade, migration and maintenance activities across departments.
  • Assure operations process documentation is delivered and maintained.
  • Oversee operations shift coverage spanning global time zones and 24x7 service availability assurance.
  • Prioritize incoming workloads by managing delivery expectations, negotiating priorities, and providing options that meet budgetary and business goals.
  • Bachelor’s degree in Computer Science, MIS, or related fields
  • Experience with leading the installation, configuration, tuning, deployment, and monitoring of web-based applications and related middleware.
  • 5+ years’ experience in senior systems administration support of n-tier web-enabled service application environments and technologies.
  • Expert in Windows and Linux environments (CLI, sys admin)
  • Expert in Linux shell scripting and commands
  • Expert in Shell (bash/PowerShell) and Perl scripting
  • Expert in file transfer and encryption protocols (FTP/SFTP/SSH/SCP, GPG/PGP)
  • Experience with technical leadership of teams that deliver highly available services
  • Experience in monitoring and automation of system administration / operational tasks
  • Experience with issue tracking systems and escalation procedures
  • Flexible and willing to work in a dynamic environment with new challenges and evolving priorities on a weekly basis
  • Ability to prioritize and manage multiple tasks concurrently
  • Minimum of 5+ years of IT Operations role or client/customer support experience
  • Professionalism at all times, especially when resolving customer challenges
  • Proficient with MS Office (Word, Excel, PowerPoint)
  • Effective time-management skills
  • High levels of organization
  • Excellent communication abilities
  • Experience with leading the migration of systems and infrastructure between data centers or into cloud hosting solutions
  • Experience with configuring and maintaining virtual servers
  • Experience with application performance assessment and improvement
  • Experience with AWS cost optimization and service management
  • Experience with distributed team leadership