What you will be doing:

• Manage the SaaS platform’s hosting environment, ensuring high availability, performance, and security while collaborating with DevOps and infrastructure teams for maintenance and scaling.
• Oversee the support desk team, ensuring prompt and customer-centric service, developing SLAs and KPIs for performance measurement, and maintaining a knowledge base for efficient issue resolution.
• Act as the escalation point for major incidents, leading root cause analysis and establishing incident response protocols to coordinate resolutions between support and technical teams.
• Implement monitoring and automation for proactive issue detection and support process efficiency, continuously optimising workflows to enhance customer satisfaction.
• Conduct performance assessments and capacity planning for both hosting resources and support desk staffing to align with demand and business growth.
• Ensure compliance with security standards and maintain documentation, coordinating security audits and promptly addressing vulnerabilities.
• Foster a customer-centric culture by gathering feedback on service satisfaction, developing training programs for the support team, and encouraging continuous improvement.
• Serve as a liaison between product development and support teams, facilitating smooth rollouts of new features and providing feedback from customer interactions to inform product enhancements.

What you need:

• A relevant tertiary qualification would be beneficial.
• ITIL, AWS Certified Solutions Architect, MS Certified: Azure Administrator, etc, are beneficial.
• Relevant certifications in DevOps or Agile methodologies are also beneficial.
• 5+ years of experience in service delivery and technical operations within SaaS or tech environments, including 3+ years in hosting management with cloud platforms (AWS, Azure, Google Cloud).
• 2+ years managing customer support or service desk teams, with a focus on incident and problem management, including root cause analysis.
• Proficient in cloud hosting environments and familiar with infrastructure-as-code tools (e.g., Terraform, Ansible) and monitoring tools (e.g., PRTG, Datadog).
• Strong understanding of network infrastructure, security, and compliance in SaaS contexts, coupled with knowledge of DevOps practices and CI/CD pipelines.
• Experience in customer success or client relationship management, emphasising a customer-centric approach and ensuring high service standards.
• Strong leadership skills with experience in building and mentoring support teams, as well as excellent communication and interpersonal abilities.
• Proactive problem-solving skills focused on continuous improvement and effective decision-making.
• Project management skills to coordinate tasks across technical and support functions efficiently.