SAAS Operation Head

2 months ago

india HCLSoftware Full time

Position - SAAS Operation Head

Exp -10+

Location - Noida/Chennai/Bangalore/Hyderabad/Pune


Overview

We are seeking a dynamic and experienced Head of SaaS Operations to lead the delivery and operations of our AI-driven chatbot and agent queuing solutions. This individual will be responsible for ensuring the smooth operation, scalability, and reliability of our SaaS offerings, while driving operational excellence and ensuring top-tier customer satisfaction.


Key Responsibilities:

  • Team Leadership:
  • Lead and manage a stable and high-performing team to deliver AI chatbot and contact center AI solutions.
  • Mentor and grow team capabilities, ensuring they stay aligned with industry trends and operational best practices.
  • SaaS Operations:
  • Oversee the day-to-day operations, ensuring availability, performance and scalability.
  • Implement and manage solutions with a focus on high availability, backup strategies, disaster recovery (RTO/RPO), and business continuity.
  • Technical Integration:
  • Collaborate with product and engineering teams to ensure seamless integration of third-party tools, systems, and applications.
  • Maintain a high-level understanding of the integration process across diverse IT environments.
  • Solution Architecture:
  • Provide a solution-oriented approach to technical and operational challenges, ensuring customers receive the best-fit solutions for their needs.
  • Guide the team in identifying areas for optimization and automation to streamline operations.
  • SaaS Best Practices:
  • Ensure compliance with SaaS industry standards and best practices, particularly around security, data management, scalability, and multi-tenant architecture.
  • Oversee aspects of subscription-based models, ensuring smooth onboarding, support, and scaling of the SaaS solution.
  • Identity and Access Management:
  • Leverage expertise in SSO, Active Directory (AD), and SAML to ensure secure and efficient user access and management.
  • ITIL, SOC, and ISO Compliance:
  • Ensure the SaaS operations adhere to ITIL practices and meet SOC, ISO, and other relevant compliance and certification requirements.
  • Maintain and improve processes related to incident management, change management, and problem resolution.
  • Escalation and Deployment Management:
  • Act as the primary point of contact for critical escalations and deployments, ensuring timely issue resolution and customer satisfaction.
  • Coordinate with cross-functional teams during deployments, ensuring smooth execution and minimal impact to customers.
  • Resource Management:
  • Efficiently manage and allocate resources across multiple projects, balancing operational needs with capacity and skills.
  • Forecast and plan for team expansion or skills training as business needs grow.
  • Stakeholder Communication:
  • Communicate effectively with internal and external stakeholders, ensuring that technical details are clear and business needs are met.
  • Maintain strong written and spoken English proficiency to convey complex ideas to both technical and non-technical audiences.


Qualifications:

  • Bachelor's degree in Computer Science, IT, or related field.
  • 10+ years of experience in SaaS operations, IT management, or related roles.
  • Strong understanding of SaaS-based products, AI chatbots, and CCAI systems.
  • Expertise in cloud technologies and integration with third-party services.
  • Familiarity with identity management (SSO, AD, SAML) and IT governance (ITIL, SOC, ISO).
  • Solution-oriented mindset with proven experience solving complex technical and operational issues.
  • Proven leadership experience with resource management and team-building skills.
  • Excellent communication skills in English.


Desired Skills:

  • Familiarity with AI/ML technologies and their application in chatbots and customer support solutions.
  • Experience with cloud providers such as AWS, Azure, or GCP.
  • Certifications in ITIL, ISO, or other relevant compliance frameworks.

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