SaaS Excellence and Support
Job Details
Experienced
Portage CyberTech - Remote - Gatineau, QC
Optional Work from Home
Full-Time
Not Specified
Negligible
Any
Operations
Job Description

SaaS Excellence and Support

You are responsible for driving a very high standard of operational excellence in teams running the Portage platforms, including the support and operations tasks.

Responsibilities will include, though not be limited to:

  • Directing oversight of SaaS Operations and Customer Support
  • Design, deploy, and operationalize SaaS KPI
  • Lead the implementation of, and ensure the site reliability engineers are adhering to Software Security, Incident Management, Issue Management and Change Management processes and best practices; and ensure the processes are well documented
  • Present SaaS performance metrics to senior management and drive associated improvement plans
  • Work with Product Owners and Engineering Managers to bring new products and features into the production environment following SaaS deployment and resilience best practices
  • Develop a data-driven understanding of the cost of operations and support of active customers and sales activities
  • Identify key standards and certifications relevant and/or required by Portage products and drive compliance with those standards as appropriate
  • In partnership with the Engineering, drive the transition of the Portage operational platform from a managed service architecture to a robust SaaS deployment
  • Drive service level objectives associated with Incident Management, such as customer communication and Root Cause Analysis reporting
  • Lead the evolution of internal SOPs, processes, and training to team members have the needed skills and tools to support the production environments and deliver on project commitments. 
  • Work with the Engineering to develop best-in-class deployment processes (e.g.: Blue-Green; Feature Toggles…)
  • Partnering with the product teams to define and implement the infrastructure necessary to meet the service level and cost objectives required by the applications
  • Defining and implementing overall strategy for application infrastructure optimization, performance and capacity
  • Establishing automated monitoring tools to track systems’ health, uptime and outages
  • Implementing a process methodology that provides predictable operational framework (DevOps, SOC 2) ensuring operational activities are managed promptly, with repeatability, driving towards a highly scalable operational model
  • Ensuring compliance with best security practices and constantly assessing potential vulnerabilities.  Partnering with appropriate resources to enforce the security of the environments
  • Optimizing operations cost across vendors and service providers
  • Ensuring that daily, weekly, and monthly system maintenance activities (backups, log file maintenance, security patches, etc.) are completed within acceptable timeframes. 
  • Reporting upon and improving various metrics associated with the efficiency of operating the product suite, delivering value to clients

Support:

  • Improving incident and problem management functions while working to build a world-class incident response function for clients
  • Ensuring Support team meets stated SLAs.
  • Work with the Engineering team to help design in-product telemetry to help the broader Portage team better understand things such as customer satisfaction, product usage and “stickiness”, product resilience
  • Lead and develop our Customer Support team to drive customer value, protect Portage and its customers, and ensure rapid, best practice recovery in the event of issues

 

Qualifications

REQUIRED QUALIFICATION & SKILLS

  • 5+ years of work experience working for SaaS company, ideally in Product Management or Project Management  
  • Strong execution skills and ability to drive action and accountability 
  • An aptitude for problem-solving and identifying performance improvement opportunities 
  • Organized self-starter with ability to work independently and in a team environment. 
  • Highly organized and able to prioritize work effectively 
  • Experience developing and implementing operating processes 
  • Excellent presentation and communication skills
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