Saas Software Operations Specialist at Gap Recruitment Services Limited

Role Objective

We are seeking a detail-oriented SaaS Software Operations Specialist to oversee the daily operations, performance, and optimization of our SaaS platform. This role involves managing system performance, troubleshooting technical issues, collaborating with cross-functional teams, and ensuring smooth service delivery. The ideal candidate has experience with cloud-based software, technical troubleshooting, and process improvement.

Key Responsibilities

• User Support & Training
  • Assist internal teams and customers with platform-related queries.
  • Ensure a seamless user experience by providing technical guidance and troubleshooting.
• System Administration & Monitoring
  • Manage and monitor SaaS platform operations, including function usage rates and order conversion rates.
  • Ensure high availability, performance, and security of the platform.
• Localization Operation Strategy
  • Adapt operations to the Kenyan markets characteristics, including network environment, payment habits, and SaaS tool usage.
  • Collaborate with the product team to optimize product functionality and operational processes.
• Collaboration & Cross-Functional Support
  • Work closely with product, engineering, and customer success teams to improve system functionality and resolve operational bottlenecks.
  • Establish cooperative relationships with local agents and industry associations to enhance user experience and market penetration.
• Incident Management
  • Identify, troubleshoot, and resolve system issues.
  • Escalate complex issues when necessary to ensure minimum downtime.
• Process Optimization
  • Develop and implement best practices to improve software operations and service delivery.
  • Continuously seek ways to improve efficiency and automation.
• Security & Compliance
  • Ensure adherence to security standards, data protection regulations, and compliance requirements (e.g., SOC 2, GDPR).
• Reporting & Documentation
  • Maintain operational documentation.
  • Generate reports and provide insights on system performance.

Qualifications & Key Competencies

• Bachelors degree in Computer Science, Information Technology, Business, or a related field.
• Certifications in cloud computing (AWS, Azure, etc.) or IT operations are a plus.
• Proven experience in SaaS operations, software support, or system administration.
• Familiarity with ERP, CRM, POS, and other system logic, with a basic technical understanding.
• Strong problem-solving and analytical skills with a proactive mindset.
• Experience with monitoring tools, automation frameworks, and ticketing systems.
• Knowledge of APIs, integrations, and database management is an advantage.
• Experience working in a DevOps or ITIL-based environment.
• Familiarity with cybersecurity best practices and compliance frameworks (SOC 2, GDPR, etc.).

Offer

• Competitive salary and benefits.
• Professional development opportunities and technical training.
• A dynamic work environment with opportunities for career growth.
• Travel allowances, including fuel and airtime where applicable.

Application Deadline: Wednesday, 12th March 2025