Experienced Technical Operations Specialist

Job Title

Seeking an experienced Operations Professional to join our team as a SaaS Operations Engineer. This is a permanent, full-time role with opportunities for professional growth.

\Job Description

• The SaaS Operations Engineer will be responsible for maintaining, upgrading, and monitoring Ascertia's SaaS services and relevant operational systems.
• They will assist the Sales and Support teams in facilitating platforms that ensure effective Proof of Concepts (POCs) and post-sale onboarding of customers to our hosted services.
• This role involves working closely with Product Development and Support L1/L2 as well as Sales and Customer Success, to engage with Ascertia's customers and Partners to fully support and serve their needs.

\Key Responsibilities

1. Drive successful outcomes within defined response times, ensuring inbound requests from support and other teams are clearly categorized and prioritized for effective follow-up while on shift.
2. Collaborate with the SaaS Operations Lead to build an effective technical SaaS knowledge base and create/maintain relevant documents for all Ascertia SaaS platforms.
3. Assist in providing internal service status on cases and projects to Support, Sales, Customer Success, Head of Technology Services, CTO and Senior Management.
4. Work with Product Development to test and plan for new product versions to hosted platforms and download areas, adopting a DevOps-like model.
5. Collaborate with Customer Success to manage complex customer deployments and issues to ensure successful outcomes.
6. Provide detailed reports of product bugs, recommendations, and enhancement requests to Development.
7. Help provide detailed reports on service delivery, performance metrics and product defects to the relevant product owner with recommendations.

\Operational Systems Support

1. Execute operational tasks for external-facing Ascertia SaaS platforms and coordinate with internal and external stakeholders to plan and document changes or upgrades per change control processes.
2. Plan and manage projects for system upgrades, ensuring tasks are completed within timeframes and communicated to key stakeholders.
3. Ensure systems are configured with security, performance, resiliency and high availability in mind.
4. Communicate planned service interruptions to customers and partners in line with SLAs.
5. Identify process, structure, or operational improvement areas and implement solutions with the wider product team.
6. Keep partner and customer information up to date in Salesforce (projects, cases, deployments, contacts).
7. Flexibility is required to work in rotating shifts, including some regular out-of-hours work.

\Communication, Feedback, and Administration

1. Provide feedback to the Product team to simplify SaaS operation services and support larger scale deployments, ensuring secure, performant, and highly available cloud installations.
2. Monitor SaaS operations activity using Site 24x7 dashboard, Status IQ for SaaS hosted services, Azure App Insights and cloud database DTU/CPU usage and storage to verify integrity and availability of the Azure environment.
3. Provide useful information such as upsell opportunities, product innovation items or licensing questions to relevant teams.
4. Document and maintain all SaaS-related items within Jira and other systems as required.
5. The role requires excellent self-discipline and timekeeping to manage concurrent tasks.
6. Maintain weekly data management for reporting and central storage of policy, procedure, and other documents.

\Required Skills and Qualifications

• Advanced technical service experience installing and configuring Windows and Linux, databases, and managing cloud services (Microsoft Azure and AWS).
• Working knowledge of databases (MS SQL Server, Oracle, MySQL, PostgreSQL).
• Hands-on experience with deployment and testing of Java and/or .NET-based applications.
• Knowledge and hands-on experience with API testing tools (e.g., Postman).
• Experience with web servers (IIS, Apache, Tomcat) management and website deployments.
• Analytical thinking to diagnose and solve complex problems.
• Experience with cryptography, PKI, and digital signatures is advantageous.
• Microsoft Azure skills are beneficial; familiarity with containers (Docker) and Azure Kubernetes Service (AKS).
• Understanding of orchestration tools (Kubernetes) for container-based applications; ability to support or monitor containerized services and follow runbooks for pod restarts and log checks.

\Benefits

• An interesting and challenging job with opportunities for professional growth.
• A competitive remuneration package including paid time off, medical insurance & allowance.
• Bi-annual bonuses & increments.
• Paid maternity/paternity leaves.
• Night shift and public holidays allowance.
• Company-sponsored yearly excursion, cricket, gaming and dart clubs.

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Sales, General Business, and Education

Industries: Wireless Services, Telecommunications, and Communications Equipment Manufacturing

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