The Vestmark Managed Services Team is a small team dedicated to the daily operation of the Vestmark hosted infrastructure. The team is responsible for the design, provisioning, monitoring, and operations of infrastructure, networks, and databases to support the VestmarkONE SaaS Platform. The team offers a great opportunity to experience a wide range of technologies and challenges as we strive to provide world-class hosted services to our growing customer base. Scalability, Security, and Disaster Recovery are the fundamental challenges the team takes on every day.

Summary

We are looking to add a SaaS Operations Manager to the Vestmark Managed Services team. You will be a key player on the team and will provide thought leadership while working alongside your dedicated teammates. We are looking for someone with experience managing a small team of system administrators and system engineers supporting SaaS platform in production data centers and AWS, someone that understands the critical nature of that business, and with a high level of attention to detail to help us keep our services running smoothly and constantly improving. The team is made up of level-headed, well-organized, and smart individuals that enjoy working together and enjoy the constant flow of new challenges. You will report to the Senior Director of Managed Services team.

Responsibilities

• Supervise and manage a team of system engineers in their day-to-day job duties
• Manage the team's current projects, review and prioritize the backlog stories and manage the SCRUM sprints periodically.
• Support large complex infrastructure spanning across multiple data centers leveraging private & public cloud
• Troubleshoot issues across the stack (hardware, network, applications, database, storage). Troubleshoot advanced system issues
• Manage anti-virus, patching, monitoring, configuration management, and other activities that will maintain the integrity and uptime requirements for the company
• Ensure the team is adhering to Information Security, Regulatory Compliance, Incident Management, Problem Management, and Change Management processes/practices
• Automate infrastructure services and system administration tasks where possible
• Lead periodic vendor performance reviews for strategic vendors to ensure partners are meeting established SLAs and manage associated remediation plans as necessary
• Infrastructure lifecycle, improvement, and standardization strategies
• Develop internal SOPs, processes, and training to ensure the team members/3rd party providers work together consistently as well as have the needed skills and tools to support the production environments and deliver on project commitments
• Evaluate the support models in place for efficiency, effectiveness, and cost
• Lead strategic planning, tactical operation planning, the development of service improvement, and contingency operation plans including BCP for infrastructure and operations
• Monitor actual spending and manage budget through the year
• Provide technical leadership, mentoring and coaching for all staff and foster a culture of accountability, innovation and team building
• Escalation contact for the on-call rotation that includes night and weekend, and be able to resolve critical system issues

Qualifications

• BS in Computer Science, Engineering or a related technical field, or equivalent experience
• 8+ years of work experience in a production data center or public cloud setting
• 5+ years of experience in managing small teams (5-7 system engineers at Associate, Mid and Senior level)
• 5+ years of experience in managing technical projects 
• 5+ years of technology experience, including IaaS/PaaS, server, storage, high availability architecture, robust capacity planning and infrastructure transformation from strategy to design and implementation
• Solid understanding of cloud deployment and operations
• Excellent customer service skills
• Knowledge and significant experience with designing and implementing metrics and measurements
• Passion for technologies and systems continuous improvement

Preferred Qualifications

• Significant work experience with Atlassian products (JIRA, Wiki etc)
• Significant work experience with server and application monitoring tools (Logicmonitor, Appdynamics, Solarwinds Ignite etc)
• Familiarity with Networking concepts
• Working knowledge of AWS
• Significant work experience in vendor management and building relationships with service providers

Vestmark is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Vestmark prohibits employment discrimination on the basis of race, color, religion, gender identity, sex, sexual orientation, pregnancy, national origin, age, disability status, protected military or veteran status, and genetic information.