Please direct your responses to: www.frontrange.com/careers
SaaS Operations Lead
Req #: 201143
Location: Pleasanton, CA
SaaS Senior Operations Lead provides thought leadership with respect to all technical aspects of SaaS operations including development of standards and practices, system architecture and design, functional design and implementation. This position leads the design, implementation, and maintenance of all technical systems infrastructure for a 24x7 production environment of a SaaS product platform. This includes, but is not limited to, systems design and configuration, procuring hardware and software, operational management, security, deployment, uptime monitoring and performance reporting of the product platform.
Responsibilities:
Responsible for managing operations processes to deliver our 99.97% uptime guarantee for critical business and technical services.
Must drive continual improvement in processes, cost effectiveness, and reliability using the next generation tools and technologies.
Provide crisis management during customer outages and impacting events. During any such crisis this leader will serve as the main liaison between customers, vendor & internal technical teams, and senior management on a 24x7 basis
Work closely with engineering staff to identify, resolve or escalate client issues according to procedural documentation and training
Provide and obtain timely updates to/from relevant parties (internal and external) in relation to change and incident escalations
Partner with adjacent or peer engineering teams to ensure complex, multi product solutions are supported to highest possible standards
Partner with Vendor Management to manage customer solutions, ensuring key vendors are actively troubleshooting incidents that occur on their platform & confirming that vendors (Amazon, Savvis, etc.) are adhering to service-level agreements (SLA)
Create Capacity Management reports utilizing data from monitoring agents, SAN, virtualization, and network reporting tools
Maintain and trend support utilization metrics
Manage Facilities and Data Centers for maintenance, monitoring, and reporting.
Continue to improve existing/develop new process and procedures to continuously improve overall Operations and drive standardization as the business develops and evolves.
Ensure the ongoing flawless operation of the data centers to provide the customer with world class service and support.
Close collaboration with Centralized Engineering, Security, and PMO teams. Ability to work seamlessly with Operations (Networking, Hosting, Service Desk, etc) teams to ensure a flawless customer experience.
Requirements:
Minimum BSCS or equivalent and nine years relevant experience in a mission-critical, highly uptime-sensitive organization.
Current and expanding knowledge of best-in-class industry ITIL best practices.
Work with team members to improve efficiency and implement new data center strategies focusing on consistency, standardization and effective ROI.
Capable of creating and implementing simple, replicable and effective protocols in all related areas of Operating processes including facilities, operations, security, maintenance, monitoring, reporting, work flow management, etc.
Strong process orientation. This position requires highly analytical assessment, optimization and documentation capabilities.
Strong analytical, diagnostic, problem solving and communication skills
The ability to work autonomously, address any issues that arise, day-or-night, and provide on-call support in case of emergencies or other off-hours issues.
Ability to coordinate, orchestrate, and communicate effectively with other technologists and business partners to maintain high service levels in a demanding environment
Ability to effectively command control of crisis situations
Excellent verbal, written and analytical skills.
Familiarity with SAS-70, ITIL and PCI guidelines and practices
Hands on experience with Microsoft systems and technologies (Windows 2003/2008 Servers, SQL, etc.)
Experience with Shell/Perl/Expect/PHP and/or other scripting languages, database administration, and/or web development technologies like HTML, XML, Java
Hands on experience on Hardware and firmware exposure in virtual and physical systems environments (HP, VMware, Cisco UCS)
Hands on experience on Common web server support (IIS, Apache, etc)
Hands on experience with virtual and physical security technologies (Cisco ACE/FWSM, ASA, IP tables, ACL, etc.)
Hands on experience with intrusion detection support and analysis, Network and Systems hardware platforms, Cisco routers and Switches, Server Load-balancer configurations, etc.
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