200+ applicants

Company

Original Job Post

AVI-SPL · 5 days ago

Director, Operations and Support

United States

Full-time

Remote

Director

10+ years exp

Wonder how qualified you are to the job?

Maximize your interview chances

AudioAudio/Visual Equipment

Insider Connection @AVI-SPL

Discover valuable connections within the company who might provide insights and potential referrals, giving your job application an inside edge.

Responsibilities

Build and lead the 24x7 Symphony Production support team to handle SaaS problems, incidents, and escalations.

Build and lead the Symphony SaaS onboarding team who will have ownership of configuration and training of new Symphony SaaS customers.

Lead and mature existing Cloud Infrastructure, NetOps, and DevOps team.

Develop, implement, document, and communicate the model, strategies, processes/procedures, organizational policies, and KPI’s for both Incident Management and Onboarding.

Lead the major incident and escalation processes to drive the restoration of services quickly for customers while minimizing impact.

Own and execute on a continuous improvement strategy focused on reducing the impact, duration, as well as the frequency and severity of issues.

Accountable for the end-to-end escalation process, including driving alignment across multiple teams, and communication across all internal stakeholders and the customer.

Manage strong vendor and partner relationships, with a strong focus on AWS cloud.

Ensure effective utilization, capacity, optimal performance, scalability, and cost optimization.

Oversee the design, development, implementation, and management of the Symphony infrastructure, networking, security, compliance, DevOps, and database management.

Drive the adoption of DevOps methodologies, tools, and practices to automate and streamline cloud operations and deployment processes.

Provide oversight of the demonstration and testing lab for Symphony SaaS.

Guide the team to Implement CI/CD pipelines.

Ownership of design, development, testing, and implementation of all infrastructure solutions and/or system upgrades.

Manage P&L budget to maximize utilization and control costs – seeking out best solutions, vendor partnerships, and corresponding SLA.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

SaaS ExperienceCloud OperationsGlobal Operations DevelopmentStakeholder InfluenceData-Driven Decision MakingCloud ComputingAWSAzureGCPProject ManagementFinancial AcumenMicrosoft OfficeJiraServiceNowConfluenceITIL MethodologyProblem-SolvingLeadershipCommunicationCustomer ServiceTeam Management

Required

10 years of SaaS or relevant professional experience in IT, cloud operations or related fields

10 years supporting and troubleshooting complex SaaS and/or Cloud based solutions

Experience in the development of global operations & support organizations

Ability to lead and influence key stakeholders in a matrix environment

Experience using data to drive decision-making and improve operations, communicate to Executives, both internal and client facing, and lead / manage teams

Customer obsessed and outcomes focused with a demonstrated history of delivering consistent results in terms of time to assemble, responsiveness, and resolution

Excellent written and oral skills

5-7 years of experience directly related to cloud computing, and hands-on experience with cloud services (like AWS, Azure, GCP)

Strong planning, project management, and financial acumen

Expert skills in Microsoft Office Suite and familiarity with Jira, ServiceNow, and Confluence

Familiarity with ITIL methodology

BA/BS Degree in Computer Science or Information Technology discipline with a high business acumen is preferred.