Offer summary

Qualifications:

Bachelor's degree in Computer Science, Information Systems, or a related STEM field., Strong experience in site reliability engineering (SRE), DevOps, or infrastructure engineering., Excellent project management, communication, and interpersonal skills., Experience managing SOC1, SOC 2, and ISO 27001 certification..

Key responsabilities:

Recruit, lead, and mentor a team for installation and management of hosted environments.

Develop and execute strategies to improve system uptime and performance.

Oversee incident management and ensure system reliability through proactive monitoring.

Report on key metrics to track application performance and manage customer communications.

Job description

Job Summary:

AssetWorks is seeking an experienced Software as a Service (SaaS) Operations Leader to manage our hosted applications commissioning, upgrades and ongoing management.

This position will be responsible for growing and mentoring the team that deploys, monitors, and manages our industry-leading fleet and asset management solutions for state and local governments and select commercial customers.
This leader will ensure the team delivers the highest service possible with a customer-for-life mentality.

This is a ”leadership from the front” role, and the successful candidate will be able to balance technology decisions, resource allocation, and developing and refining processes with recruiting, training, and mentoring employees, in addition to providing management oversight and escalation support to the team.
The ideal candidate will deeply understand SaaS technologies, project management and team leadership.

Job Description:

Essential Duties and Responsibilities:

Recruit, lead and mentor a team responsible for installation, upgrade, monitoring and ongoing management of hosted environments.
Develop and execute SRE strategies to improve system uptime, performance, and scalability.
Collaborate with engineering, DevOps, and product teams to align SRE efforts with business goals.
Ensure system reliability, availability, and performance through proactive monitoring and automation.
Oversee incident management, including detection, response, and post-mortem analysis.
Drive automation efforts to reduce manual operations and increase system efficiency.
Accountable for 24x7x365 contractual SLA commitments to customers
Led development of standardized tools and processes to ensure high-quality service
Builds processes to keep customers informed of how and when issues are resolved
Recommend product architecture and deployment improvements to increase the speed and quality of deployments and collaborate with other departments to implement improvements.
Report on key metrics to track application performance and the status of hosted environments.
Responsible for obtaining and managing SOC1, SOC 2 and ISO 27001 certification
Identify team member's strengths and growth potential and delegate duties appropriately.
Fosters a collaborative “open-door” culture
Identify areas of improvement for the department in collaboration with other managers.

Requirements:

The ideal candidate from an accredited college or university will possess a bachelor’s degree in Computer Science, Information Systems or a related STEM field. Asset Management domain knowledge and/or experience working with state and local governments is a plus.

The successful candidate will possess the following:

Strong experience in site reliability engineering (SRE), DevOps, or infrastructure engineering.
Expertise in monitoring, observability, and incident management
Must be able to work with changing deadlines and priorities in a fast-paced environment
Excellent project management, communication, and interpersonal skills
Significant experience in all phases of the software lifecycle
Experience in managing / maintaining SOC1, SOC 2 and ISO 27001 certification
Experience using ITIL to manage software as a service
Talent acquisition and organizational development expertise
Experience managing enterprise applications to SLA’s
Experience with implementing CI/CD pipelines within a hybrid computing environment
Familiarity with tools for automated deployments, including developing and managing IaC
Experience with relational databases (Oracle or MS SQL Server)
Experience with building and managing environments in Microsoft Azure
Skilled at collaborating across departments to resolve customer issues
An ability to make decisions often with incomplete information in stressful situations
Excellent communication and presentation skills (written and verbal)
Travel: Less than 10%
After-hours work: Some required
Soft skills
- Attention to detail
- Adaptability
- Team player
- Resilience