Job Title

About ClientClient is an Ottawa based software start-up, developing an innovative virtualization solution for Android devices. It allows virtual phones with different apps and data to co-exist on a single device. The virtual phones are downloaded and managed via a SaaS service.Android OEMs have to address the requirements of multiple interest groups including consumers, mobile operators, enterprise and app partners. At the same time consumers want to use their devices for multiple purposes, work, mobile banking/payment, games and social networking while the concerns over Android security and privacy continues to grow.Client is partnering with Android OEMs around the globe to address their requirements as well as the requirements of consumers, mobile operators, enterprises and mobile app providers. Client has recently partnered one of the largest smartphone OEM in world.Scope of PositionReporting to the President & CEO, the Vice President, SaaS Operations will be expected to build a team to manage all aspects of the downloaded Spaces, including (i) the creation, update and monetization of downloaded Spaces in collaboration with customers, resellers and product management, (ii) the analysis and processing of data from multiple sources into actionable activities, as well as (iii) the maintenance, deployment, management and troubleshooting of the various servers.The servers include Clients Secure Spaces SaaS, as well interfacing with third party app stores, analytic services and ad networks. You are expected to be data driven, actively gathering data from multiple sources and to draw insights to drive feature development, increase user acquisition and increase revenue. Client uses Amazon Web Services and has instances running around the world, including their Beijing data centers to avoid issues with the Great Firewall.You will be working with a dynamic and highly experienced team in the friendly and flexible environment of an emerging start-up, and your responsibilities will include all aspects of operations. As key customers are based in China, some travel will be needed and calls will need to be held outside of typical working hours.Success in the position will require demonstrated competence in the following:Planning and Objective SettingSystematic in approach to work; Produces action plans in which objectives are defined and steps for achieving them are clearly specified; Plans by breaking down large task into subtasks; Develops plans that anticipate obstacles; Is realistic about time-scales and builds in appropriate checkpoints, milestones and controls in order to ensure that desired results are realized.Role ExpertiseDemonstrates critical technical or professional knowledge/skills related to the role; Has thorough knowledge of relevant products, services and methods; Willing to get hands-on if needed. Expands technical knowledge/skills and keeps up-to-date in own area of expertise.Strategic ApproachDevelops a strategic plan to realize the vision; Revises strategy in light of changing circumstances; Takes a long-term view of organizational success; Works to clarify long term organizational goals; Able to stand back from immediate problems in order to focus on more far reaching ideas.Customer/Client OrientationStrives to provide customers/clients with personalized and efficient service; Anticipates customers/clients needs; Quickly follows up on customer/client contacts and complaints; Monitors and acts on measures of customer/client satisfaction.Results OrientationFocuses strongly on achieving agreed upon outcomes and ensures that key objectives are met; Conveys a sense of urgency and drives issues to closure; Aims to improve upon past performance; Establishes aggressive personal targets and strives to achieve them.Team SkillsHelps to create a sense of team spirit and harmonious relations through cooperation and support; Leads and builds an effective global team; Fosters collaboration among team members.ResponsibilitiesBuild an Operations team in both Ottawa and Beijing and establish and document the necessary roles, responsibilities and procedures and practices for the teamSupport, operate and troubleshoot a range of Client and 3rd party servicesSecure Spaces serversAd networksApp storesData Analytics gathered from multiple sourcesSupport, deploy and operate Client trial and production serversOngoing daily updating and pushing of policy and apps to devices in the fieldTesting of policy updates to actual customer devices to ensure reliabilityChanging content, ads and policies in support of monetization goalsBuild a production team to operate, update and monetize Spaces in collaboration with marketingWorking with customers, sales, marketing and product management to define, create, test, deploy and monetize new SpacesUsing all sources of data to provide reports, trends and insights to analyze the success of deployments, drive features, focus production activities and increase revenuesEstablishing production procedures and processes to ensure error free production environmentShare insights with the executive team to help improve user experience, adoption and revenue based on data from reviewing logs, tracking down issues, identifying usage trends and behaviorMonitoring, managing and reporting for production and trial servers, app store and client operations, usage and reliability;Implementation of processes for change, security and recovery management;Partner with Global Services and Support teams to provide world class support, leading edge technical capabilities and compute service delivery and managementDevelopment of dashboards and reports to help communicate the operations status and usage trends of the production systems;Evaluation and recommendation of additional tools and services to help improve the Operations activities;SaaS cost reporting and identification of potential savingsPreferred Experience / EducationThe following indicates specific industry, academic and functional experience/qualifications that are important to the successful achievement of the identified responsibilities and performance deliverables.B.S. degree in Computer Science or Engineering and / or technical discipline from an accredited college / university; MBA would be considered an asset.10+ years of experience in a related function is preferred, a portion of which ideally within a mobile or advertising based software company5+ years of experience managing high-volume customer-facing SaaS applications is required; work-related experience with mobile is also essential.Continuous integration/deployment in large cloud/SaaS environmentsWork-related knowledge of system provisioning, automation, configuration management and cloud securityLeadership and management experience of a 24/7, high-availability production environment is highly desirableDemonstrated ability to write technical documentation easily consumed by a non-technical audienceDemonstrated ability to effectively communicate plans, roadmaps and strategies with customersStrong team player capable of providing support and training to assist others across global regionsWilling/able to provide after hours, on-call client supportRemuneration and BenefitsBase + bonus + equity based on experience #J-18808-Ljbffr