9 дней назад
TechOps Manager (SaaS)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
TechOps Manager (SaaS): Leading application support, systems analysts, SaaS vendor management, and service desk operations for an electric car leasing platform with an accent on service reliability, ITIL practices, and cloud-based integrations. Focus on resolving complex incidents, improving support processes, managing vendor SLAs, and translating operational feedback into product and engineering improvements.
Location: London, United Kingdom; hybrid workplace
Company
Octopus Electric Vehicles, part of Group, operates an electric car leasing business focused on greener and fairer transport.
What you will do
- Lead Systems Analysts and oversee the support desk across bespoke internal applications and external SaaS tools.
- Manage ticket triage, technical investigations, incident escalations, SLAs, and KPIs.
- Manage SaaS vendors, including performance monitoring, outage escalations, renewals, and contract approvals.
- Analyze support trends and work with Product and Engineering on systemic bugs, UX bottlenecks, and platform improvements.
- Track SaaS releases and coordinate operational enhancements with stakeholders and Systems Analysts.
- Develop team capability and maintain troubleshooting workflows, escalation paths, workarounds, and standard operating procedures.
Requirements
- Experience managing a support team and service desk in a hybrid environment combining SaaS tools and bespoke software.
- Experience with Google Workspace, Slack, cloud telephony, macOS, and Windows.
- Strong understanding of ITIL principles or comparable support-service frameworks, plus familiarity with ticketing systems.
- Experience with vendor management, renewal negotiations, stakeholder communication, and process improvement.
- Technical understanding of cloud architecture, native integrations, APIs, webhooks, and low/no-code automation.
- Comfort working in a fast-moving environment with freedom and responsibility.
Nice to have
- Experience in a regulated UK industry or UK financial services, especially asset finance or vehicle leasing.
- Experience with FreshService, Pipedrive, Intercom, Aircall, or Zapier.
- Experience working with SaaS providers to deliver improvements to their tools.
Culture & Benefits
- Autonomous culture based on freedom, responsibility, and fast decision-making.
- Opportunities to learn, build new projects, and work with cross-functional colleagues.
- Employee benefits and perks designed around individual needs.
- Dog-friendly offices and support for interview accommodations.
- AI is used to help assess applications fairly and objectively.
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