Senior SaaS Operations Engineer

Ascertia delivers digital trust products and services globally for Enterprises, Governments and Trust Service Providers. Ascertia solutions enable digital business processes which are fundamentally underpinned by digital trust to ensure that digital identities are proven, and business transactions and signatures are trustworthy.

Ascertia's digital signature platform and PKI products deliver digital trust across people, devices, data, and documents. At the heart of Ascertia's digital trust ecosystem is a wide-reaching customer base, 100+ expert partners and integrators which have been delivering Ascertia products, cloud services and apps since 2001.

Ascertia has experienced solid revenue growth and is hiring new team members to drive further growth, success and take on the larger big-name organizations across the PKI and Digital Signature industries. Ascertia has over 190 full-time employees and is looking for a new Senior SaaS Operations Engineer. This opportunity provides a solid platform for the successful candidate to stretch themselves and work with a talented team to achieve global success.

Job Description

Sr SaaS Operations Engineer - Permanent position, full time, reporting to SaaS Operations Lead

The SaaS Operations Engineers are responsible for maintaining, upgrading, and monitoring Ascertia 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 on-boarding of customers to our hosted services. The 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. They will be considered Level 3 experts on Ascertia Technology or quickly transition to this level. Key responsibilities:

SaaS operations service support:

• Work to drive successful outcomes within defined response times, ensuring that inbound requests from support and other teams are clearly categorised, and prioritised for effective follow-up while on shift.
• Work with SaaS Operations Lead to build an effective technical SaaS knowledge base with relevant, reusable material and create and maintain relevant documents for all Ascertia SaaS platforms.
• Assist where required to provide internal service status on cases and projects to Support, Sales, Customer Success Team, Head of Technology Services, CTO and Senior Management.
• Work effectively with Product Development to test and plan for the release of new product versions to the hosted platforms and download areas – work to a DevOps type model.
• Work closely with Customer Success to manage any complex customer deployments, issues or items that need careful management to ensure successful outcomes.
• Provide detailed and effective reports of product bugs, recommendations, and enhancement requests to Development.
• Work with SaaS Operations Lead to help provide detailed reports on service delivery, performance metrics and product defects to the relevant product owner with any recommendations.

Operational systems support:

• Work with the SaaS Operations team on all operational tasks for external facing Ascertia SaaS platforms.
• Work effectively with internal and external stakeholders to plan and document all changes or upgrades to Ascertia hosted online services, following established change control processes.
• Plan and manage projects for all system upgrades, working effectively with the SaaS Operations team to ensure activities and tasks are completed within given time frames and communicated to key stakeholders.
• Ensure systems are configured with security, performance, resiliency and high availability in mind.
• Manage communication for any planned service interruptions to customers and partners in line with agreed operational SLAs.
• Identify process, structure, or operational improvement areas and implement solutions to address these with the wider product team.
• Ensure partner and customer information, including project, case, deployment, and contact details are up to date in Salesforce.
• Flexibility is required to work. The ideal candidate should be able to work round the clock 24/7 in rotating shifts ensuring customer and partner satisfaction. All work is performed on shifts, with some regular out-of-hours shift as per requirement.

Communication, feedback, and Administration activities:

• Provide feedback to wider Product team on items that could simplify SaaS operation services efforts or help facilitate larger scale deployments, so that products are developed in a way that makes them easy to install, configure and set up with appropriate security, performance, resiliency, and high availability on cloud platforms.
• Monitoring of Ascertia SaaS operations activity using Site 24*7 dashboard, Status IQ for SaaS hosted services, Azure app insight and cloud database DTU / CPU usage and storage monitoring to verify integrity and availability of entire Azure environment.
• Ensure that there is feedback to relevant teams with any useful information such as upsell opportunities or product innovation items or licensing questions.
• Ensuring the creation and maintenance of documentation for all SaaS related items within Jira and other systems as required.
• The role requires excellent self-discipline and timekeeping to manage concurrent tasks.
• Ensuring good weekly data management for reporting.
• Central storage of policy, procedure, and other documents.

Job Specification / Skills Required:

• Knowledge of Ascertia's strategic products – ADSS Server and SigningHub is desirable, as is a high level of understanding for PKI, EU eIDAS Regulation and GDPR.
• This is an advanced technical service role that required experience of installing and configuring performant operating systems (Windows and Linux), databases and managing cloud services such as Microsoft Azure and AWS.
• Working knowledge of databases (e.g., 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 of API testing tools (e.g. Postman).
• Experienced in working with web servers (e.g. MS Internet Information Services (IIS), Apache, Apache Tomcat) management and website deployments.
• Ability to think analytically, to diagnose and solve complex problems.
• Experienced in working with cryptography, PKI, digital signatures and related products will be a big plus
• Demonstrated Microsoft Azure skills and experience would be beneficial in this role.
• The role requires excellent self-discipline and timekeeping to manage concurrent tasks.
• Working knowledge of containers (e.g., Docker) and their role in app deployment.
• Familiarity with Azure container services (e.g., Azure Kubernetes Service - AKS).
• Understanding of how orchestration tools (like Kubernetes) help manage container-based applications.
• Comfortable supporting or monitoring containerized services under guidance.
• Able to follow runbooks for restarting pods, checking container health, or viewing logs.

We offer:

• An interesting and challenging job, dynamic opportunity for professional growth.
• A good remuneration package including PF, Medical insurance & Allowance
• Bi Annual Bonuses & Increments
• Paid time Off
• Complementary Meals
• Paid Maternity/Paternity Leaves
• Night shift and public holidays allowance
• Company sponsored yearly excursion trip, cricket, gaming and dart clubs.