**ABOUT THE ROLE** The role will oversee systems performance, the monitoring of services and the management of incidents. The role will be responsible for service availability and continual assessments for process improvement to ensure that processes are well-documented, sustainable and scalable. The role is also responsible for identifying problems and overseeing resolution of issues ensuring SLAs are met. At higher levels, the role should help recommend the strategic directions for maintaining and improving the platforms and the services they provide. **KEY RESPONSIBILITIES**: - Manages the planning, configuration, optimization, operations, and ongoing maintenance of web-based SaaS services being offered to global customers. - Oversees systems performance and efficiency and monitor services ensuring smooth platforms operation. - Maintain high service availability above acceptable SLAs. - Identify problems and oversee resolution of issues ensuring SLAs are met. - Manage incidents and ensure service restoration and problem resolution is completed within acceptable SLAs. - Ensure processes and procedures are well-documented, sustainable and scalable and are practiced and followed by the team. - Enforce, manage, monitor, review and approve all change requests complying with the company Change Management process. - Monitor all hosted infrastructure to detect service interruption. This may include monitoring customer hosted systems to provide pre-emption to issues. - Maintain latest versions of and manage tools including but not limited to JIRA, Nagios, Log Manager, OpsGenie, DataDog, Application Performance Monitors, Vulnerability scanners, MS Office 365 collaboration tools. **SKILLS & EXPERIENCE**: - Minimum 7 years work experience as a Software Engineer, or Operational Manager - Demonstrated and verifiable skills in preparing plans, coordinating resources, building teams and preparing internal and external reports. - Expert experience in Linux, scripting (e.g. shell, Python, Perl), Networking, databases, Web Servers, Monitoring and Notification tools (e.g. Nagios). - An engineering, science, or business degree is advantageous.