Head of Service Operations

.Oversee operations of multiple teams within the organization, both direct and matrixed that have responsibilities across: Managed Service Operations, SaaS Operations, Change & Configuration Management, Cloud Monitoring, Data Operations, Systems & Storage Administration, Database Administration, and Network Engineering

.Ownership and maintenance of the following ITIL processes & procedures (OT): Incident Management, Event Management, Change Management, Configuration Management, Availability Management, and Request Management

.Responsible for cloud operations business continuity and disaster recovery

.Lead, manage, train, and provide strategic direction to department managers with a continual service improvement mindset

.Provide RFP responses and represent Cloud Services/Operations on sales and shortlist presentations

.Define and ensure adherence to standards and controls leading to successful ISO/SSAE18/SOC audits

.Develop and utilize Key Performance Indicators (KPI's) that are aligned with contractual Service Level Agreements (SLA's)

.Ensure daily, weekly, monthly, and yearly operational process rigor and reporting. Present/represent monthly operations report/metrics to executive leadership.

.Support and drive initiatives to increase services revenue

.Forecast and manage department budget

.Collaborate with internal/external stakeholders and influence cross-functional teams at all levels, including R&D, Product Management, Finance, Regional Operations, Sales & Marketing, and Deployment teams

.Ensure high (24x7) availability, performance, and security of our services

.Write internal Incident Reports and external Customer Information Letters explaining service outages

.Collaborate and partner with business functions to build and execute a strategy and roadmap that will support sustainable growth

.Perform root cause analysis and corrective actions for recurring problems and proactive prevention of incidents

Knowledge/Skills/Abilities

.Solid technical background and experience with data analysis, applications support, systems administration, SRE, Software as a Service (SaaS), network administration, IP protocols, cloud infrastructure, and cloud management tools

.Understanding of cloud infrastructure and cloud management tools

o Windows/Linux/Unix

o Oracle/MSSQL/MongoDB/Postgres

o Google Cloud (GCP)

o Enterprise Architecture, Service Dependencies, and CMDB best practices

o Container Orchestration such as Kubernetes

o Clustering & High Availability Architecture

o Foglight, SolarWinds, etc

.A continuous learner with a passion for standardization, automation, consistency, and uniformity

.Eagerness to partner, collaborate and work in a managed services environment providing support and enhancements with a true passion for problem solving and simplifying things

.Deploying, configuring, and managing cloud monitoring tools

.Excellent presentation skills to include ability to effectively present information and ideas to an audience at all levels and different backgrounds, including developing and delivering compelling technical presentations to multiple constituencies

.Budgeting experience and basic finance understanding (for example, OpEx vs CapEx)

.Adaptable communication style. The ability to adapt one's behavior to different people and situations, while recognizing, acknowledging, and understanding different perspectives, modeling a growth mindset

.Embody an open, honest, constructive and inclusive communication style that treats employees and customers with dignity, courtesy, and respect

.Deploying, configuring, and managing cloud monitoring tools

.Budgeting experience and basic finance understanding (for example, Opex vs Capex)

Experience

Professional Experience (years)

.12 years of progressive experience in complex information systems.

.Cloud operations background and experience with Google Cloud (GCP) strongly preferred.

.5+ years of experience operating a 24x7 business-critical SaaS product (cloud, colocation, or on-premises)

.Experience in Smart Energy/Smart Grid area a benefit

Qualifications and Additional Requirements

.Bachelor's degree, preferably in computer science, information systems, information technology, or other relevant, business-related field, or equivalent amount of professional experience

.ITIL Foundations and above

.Google Cloud Foundations and above

.Networking+

.Security+

.CISSP

If you have the drive and enthusiasm to accept this challenge and to work in a very dynamic, cross functional and international environment, we are looking forward to meeting you. Click apply now.