SAAS Operation Head

1 month ago

uttar pradesh, 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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