Phaedon

Operations

• Lead small projects, triage IT incidents, mentor and lead junior staff, and communicate to multiple levels of stakeholders.
• Manage incidents, change requests, and service requests for a SaaS Operations team (Note: This is not deskside support).
• Monitor SaaS systems and cloud infrastructure for optimal performance and capacity management.
• Lead or cross train in operational tasks such as certificate renewals and replacements, restarting VMs, and fulfilling security access requests.
• Build collaborative relationships with development, operations, QA, security, project management, application architecture, hosting services, and business teams.
• Support continuous improvement initiatives including monitoring, alerting, incident response, and reporting on system health.
• Support migration of technologies/tools to AWS and operationalize new technologies.
• Support the definition and implementation of Operational standards and maintain documentation as part of a knowledge base.
• Contribute to technology/tool lifecycle management and serve in rotation with a 24x7 on-call IT support team.

SaaS Platform Operations Manager