Director SaaS Operations – Infrastructure

In this role you will lead the Charles River Development SaaS Operations Infrastructure team in the delivery and support of the technology infrastructure which powers Charles River’s strategic, global SaaS-based offerings.

This role requires strong technology management and leadership skills, staff hiring/development, managing Charles River’s public cloud and third-party hosting and network vendor partners, and managing globally distributed teams of Systems Engineers/Administrators, Database Administrators, Security Engineers, and Network Engineers. Responsibilities include integrating new client-facing services, business continuity/disaster recovery, and installation and support for third-party technologies (e.g., desktop virtualization, job scheduling, single sign-on, security, and others). The Director must lead the team in delivering a highly available and performant infrastructure platform with a passion for superior customer service.

Essential functions:

• Proven ability to lead, implement, and support a Platform/Infrastructure as a Service (PaaS/IaaS) type operation in a fast-paced, high-growth, mission-critical, technology-based Software as a Service (SaaS) environment focused on public cloud, private cloud, servers, storage, networks, security, and database infrastructure.

• Demonstrated ability to manage assigned technology teams and staff through multiple projects and tasks while meeting deadlines.

• Experience managed third-party cloud, hosting, and network vendors including service design, orders, implementation/testing, maintenance, and issue escalation.

• Experience with system availability and performance monitoring, management, troubleshooting, and resolution.

• Experience designing, implementing, and managing connectivity and data communications between clients, third parties, and cloud/hosting centers.

• Experience overseeing database administration activities including performance optimization, backup/recovery, replication, and disaster recovery.

• Experience with new service integration, platform design, automation, support, and troubleshooting.

• Focus on leveraging third-party automation tools and scripting to automate and streamline processes as part of a continuous process improvement approach to service delivery.

• Ability to partner with various internal departments and external vendors to deliver services.

• Willingness to handle occasional off-hours issue escalation and resolution.

• Maintain awareness of industry standards, internal policies, and best practices.

• Perform other duties as assigned.

Requirements and qualifications:

• Bachelors’ degree in a technical or analytical discipline such as Computer Science, IT, MIS/CIS, Engineering, Financial Engineering, Science, Economics, Mathematics, or Statistics. Master’s degree preferred.

• 5+ years of experience managing technology teams including recruiting, hiring, staff development/mentoring, performance reviews, and disciplinary issues.

• 10+ years of experience supporting mission critical production system operations.

• 10+ years of experience with servers, operating systems (Windows, Linux), storage systems, network (WAN, LAN protocols, segmentation/subnets/VLANs, NAT/PAT, routing firewalls, switches), security (SSL/TLS, encryption, DLP, IDS/P), identity management (SOO, SAML), database (SQL Server), and web technologies.

• Experience with public cloud providers (e.g., Azure, AWS) and managed hosting providers.

• Experience with the following are preferred: ITIL/ITSM, Job Scheduling software (e.g., Tidal, Autosys, Control-M), Powershell or similar scripting, DevOps tools (Gitlab, Ansible, Chef, Puppet, Jenkins), Citrix, VMware.

• A high degree of technical aptitude and troubleshooting skills are required.

• Excellent customer service skills, issue ownership, teamwork, project and staff management skills, attention to detail.

• Strong interpersonal, verbal, and written communication skills.

• Ability to manage and prioritize multiple significant projects and initiatives.

• Financial Services/trading industry experience is preferred.

• Relevant industry technical certifications are preferred (e.g., CCNA/CCNP, MCSA/MCSE, CISSP).