Operations Specialist

Location: All Latam - remote

Systems Operations Specialist

Our client is a leading SaaS company dedicated to driving growth and profit for our clients through our innovative platform, EVP. We are seeking a Systems Operations Specialist to ensure the health, stability, and efficiency of client-specific production environments.

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Role Overview:

As a Systems Operations Specialist, you will be a vital part of our IT team, reporting directly to the CTO. Your primary responsibility will be the ongoing operations of EVP instances, focusing on system performance, reliability, and customer satisfaction. This role involves monitoring different companies' platforms, identifying and alerting errors to supervisors, and ensuring they are addressed by developers. It requires strong observational skills and the ability to recognize and report issues, even without coding knowledge.

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Requirements:

  • Strong critical thinking skills and 3-5 years of experience in IT support/technical operations.

  • Experience with ticketing systems and a demonstrated attention to detail.

  • Customer-centric approach with the ability to communicate technical concepts clearly.

  • Experience in system support roles and knowledge of production environment management.

  • Ability to monitor client environments, identify anomalies, and report issues accurately.

  • Familiarity with SQL for certain aspects of the role.

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Responsibilities:

  • Gain an in-depth understanding of our product, its capabilities, and client needs within the first 30 days.

  • Lead client communications and ensure operational stability and reliability of client environments within 60 days.

  • Take full ownership of operational stability, implement process improvements, and drive system feature enhancements within 90 days.

  • Monitor client environments, resolving any issues to meet daily production activities.

  • Communicate operational issues and metrics regularly to customers and team members.

  • Identify and report anomalies, such as unusual sales data, to supervisors and developers for resolution.

  • Take screenshots of identified issues and send them to the operations channel for review.

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Nice to Have:

  • Prior experience with cloud platforms (AWS, Azure) to enhance our infrastructure's scalability and resilience.

  • Proficiency in automation with scripting languages, streamlining our operational workflows.

  • Background in SaaS environments, particularly those related to e-commerce, to bring valuable industry insights and practices to our team.

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In this role, you will play a crucial part in maintaining the operational health of our client's platforms, ensuring a seamless and reliable experience for their customers. If you have a keen eye for detail, a proactive approach to problem-solving, and a passion for delivering top-notch service, we encourage you to apply.