Director, SaaS Operations, 3rd Eye

Date: Mar 18, 2019

Location: Austin, TX, US

Company: Dover Corporation

Environmental Solutions Group encompasses industry-leading brands — Heil Environmental, Marathon, Bayne, The Curotto-Can and 3rdEye – One Vision — to create a premier, fully integrated equipment group serving the solid waste and recycling industry. Through extensive voice-of-customer outreach, in-house engineering and manufacturing capabilities, a wide-reaching service network, and proven industry expertise, Environmental Solutions Group is focused on solving customer problems through environmentally responsible products and providing world-class support.  For more information, visit www.doveresg.com.

ESG is a Dover Corporation operating company. Dover’s commitment to operational and technical excellence makes it the world leader in the Energy, Engineered Systems, Fluids, and Refrigeration & Food Equipment markets. Dover is traded on the New York Stock Exchange under DOV. Learn more at www.dovercorporation.com.

 

Operating Company: Environmental Solutions Group – 3rd Eye

Location: Austin, TX

Reports to: Vice President, Business Development and Digital Solutions

Department: Digital Solutions

 

POSITION SUMMARY:

3rd Eye is disrupting the traditional Fleet Safety Video Monitoring and Telematics industries with leading high-quality media and reliable digital delivery. Our services are engineered for high availability, maximum reach, and cost savings for our customers. Fleet managers can watch live streams or review safety events instantly, from any device to monitor their vehicle fleet. Our technology is the cornerstone of our industry and our customers use it to improve their fleet safety, operational and maintenance performance.

 

Lead the deployment, maintenance, and management of mission-critical AWS based SaaS production systems to ensure 24x7 availability, performance, and scalability. This spans the gamut of everything from ensuring a product meets the criteria for production release, removing product release roadblocks, coordination with information security and field operations, ensuring all systems meet their availability and performance targets, customer and internal controls compliance, and working to eliminate any scalability issues throughout the lifecycle. Focus on improvement and predictability of client outcomes, processes, organizational growth, and efficiency across all functional teams. This also includes identifying problems within production cloud software and keeping company technical architecture running as smoothly and effectively as possible and control cost and optimize cloud cost.

 

ESSENTIAL JOB FUNCTIONS INCLUDE:

  • Hire, retain and manage a compact team of system engineers to support Fortune 500 customers with aggressive SLAs for business critical IoT/SaaS Applications.
  • Jointly responsible for customer onboarding strategy and process for IoT Application along with Field Operations. Works with Product Management to define appropriate onboarding strategy by product and region.
  • Define roles and responsibilities for the SaaS operations team and engage with key stake holders and suppliers (internally and externally) to ensure consensus and effective delivery.
  • Works closely with the Product Development team to transition products from development into production status in support of our continuous integration and deployment process.
  • Develop and manage a 24x7 support infrastructure; proactively take action if/when systems are down or there are interruptions in service; root cause and implement corrective actions to build long term customer loyalty.
  • Ensure that application performance is as expected and that those applications can scale to appropriately handle loads; work with Product Development to re-architect/re-design as necessary.
  • Ensure all applications have appropriate monitoring and remediation for all foreseeable systems issues. Champion increasing the number of potential system issues we monitor.
  • Design and maintain an incident response regime.
  • Ensure that we’re running and improving all the controls that are part of our Information Security Control Management System.
  • Work closely with our security team to own policies and procedures that support our Information Security Management System.
  • Managed daily escalations with engineering management.
  • Developed and maintain operational documentation
  • Plan, implement, monitor, and test systems and procedures for best practice Business Continuity and Disaster Recovery (BCDR).
  • Track and manage operating expense associated with SaaS products including labor and cloud infrastructure resources.
  • Develop operational metrics and report these to the business monthly.
  • Identify key trends and emerging technologies that can enhance or impact the solution architecture to drive efficiency and/or maximize the value of our Client offering.

 

JOB SPECIFICATIONS:

  • Minimum Bachelor’s Degree or equivalent work experience in Computer Science, Information Technology, Information Systems or other related disciplines. Masters Degree preferred.
  • 7+ years of SaaS Operations related experience with at least 3 years as a SaaS Operations Lead or Manager with proven technical expertise and leadership experience in driving SaaS Operations standards and procedures.
  • Candidates that have had experience coming into an early SaaS success environment and built an operational excellence culture from ground-up for scale.
  • Knowledge of ITIL with certification preferred.
  • Understanding of SaaS licensing and billing management and tools.
  • Proficient experience managing outages, customer escalations, crisis management, and other similar circumstances.
  • Significant experience in balancing operations cost/performance across off-shore and third party teams.
  • Experience in Agile methods, software development lifecycle management, continuous integration, and build and release management.
  • Organized, with the ability and experience to manage projects, processes and people effectively.
  • Demonstrated experience presenting and interfacing with C-Level Executives with responsibility for developing and nurturing those relationships.
  • Demonstrated ability to absorb new concepts, facilitate discussions, and lead fellow team members and guide other departments in delivering the best customer experience for a SaaS platform environment.
  • Exceptional critical thinking skills; ability to decompose complex problems, prioritize issues, and implement sensible solutions.
  • Excellent communication skills and ability to speak and write clearly and accurately, particularly as it relates to technical concepts.
  • Passionate about quality, performance, reliability, and scalability.

 

DOVER COMPETENCIES:

Builds and Manages Collaborative Relationships

Change Leadership

Results Driven

 

KNOWLEDGE, SKILLS, AND ABILITIES:

Ethics and Work Standards: Maintain the highest ethical and work standards, while promoting the same attributes in co-workers and others.  Ensure that all business activities – with both internal and external customers – to be performed with a professional demeanor and that all participants be held accountable to this high standard.

Communication:  Expresses thoughts clearly, both orally and in writing, using good grammar. Presents concise, well organized reports in Microsoft Word, PowerPoint and Excel.  Listens to understand input, feedback and concerns.  Provides complete information in an open, honest and straightforward manner.  Responds promptly and positively to questions and requests.

Teamwork and Relationships:  Works with other employees willingly and in a spirit of cooperation and teamwork.  Supports cooperation.  Demonstrates a commitment to the entire business and is supportive of all initiatives (company and departmental) to help grow Environmental Solutions Group business in the United States and abroad.  Cooperates fully with others to achieve organizational goals. Is tactful, courteous, and considerate.  Embraces a positive outlook.  Is respected and trusted by others.

Continual Improvement and Problem Resolution: Identifies and communicates suggestions for work improvements.  Uses technical and analytical abilities to assure existing work practices are the most efficient and cost effective possible. Performs root-cause analysis and implements viable, permanent solutions to problems.  Works with both internal and external customers to develop solutions which meet company-wide needs and objectives.  Applies a sense of urgency to resolve problems or creates opportunities that will increase productivity and create value.  Shares best practices with other employees across the business.

Accountability:  Accepts responsibility and accessibility for both the strategic planning and the successful implementation of all projects, programs, and duties as outlined in this job description. Advises supervisor of concerns, problems and progress of work in a timely manner.

 

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All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.

This position may be located in: Americas : United States : Texas : Austin

Sub Division : 3RDEYE

Job Requisition ID : 25643


Nearest Major Market: Austin

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