Director, SaaS Operations & Support

Responsibilities

• Responsible for managing the SaaS operations and support for our global customers
• Build operations and support playbooks which can be consumed across the global SaaS organization for triaging, recovering, root cause analysis and overall problem management
• Own automation for SaaS operations. Responsible for building and managing services availability, performance, and scalability in customer environments to achieve customer defined SLAs
• Define, measure and meet KPIs to meet customer defined SLAs: ensure uptime and performance, create predictive alerting, monitoring dashboards and resolution playbooks for handling anticipated issues.
• Collaborate with product and engineering stakeholders to ensure high-quality products are developed and operated in production.
• Recruit, manage and motivate a strong SaaS Operations team to operate best-in-class service offerings for Saviynt customers.
• Work closely with the architecture and security teams to define and implement enterprise grade operations and support practices.

Qualifications

• BA/BS degree in Computer Science/engineering or related field
• 10+ years of hands-on technical experience along with strong management and communication skills
• Deep understanding and experience working with modern Cloud Service Providers i.e. Microsoft Azure, AWS OR Google Cloud.
• Experience operating and supporting a large scale SaaS platform, and applications footprint
• Experience running a world class Operations organization and managed on-call 24x7 rotation teams, to serve global customers
• Experience building, scaling & monitoring infrastructure needed for SaaS based application and services.
• Experience in creating a strong and passionate operations & support culture that is customer focused and quality driven.
• Proficiency with log monitoring & analytics tools – Datadog, Dynatrace, Pagerduty, ELK stacks etc.
• Prior experience working in a globally distributed organization