Head of Support
Head of Support
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
- Manage the SaaS platforms 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 customercentric 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 customercentric 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.
- 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 infrastructureascode 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 customercentric 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 problemsolving skills focused on continuous improvement and effective decisionmaking.
- Project management skills to coordinate tasks across technical and support functions efficiently.
- J106775
Service Delivery, Jira, Application Support, Hosting
Employment Type
Full Time
