NComputing, Inc. is the fastest growing application delivery and desktop virtualization company in the world with over 20 million daily users in 140 countries. The company's award-winning, patented technology lowers desktop computing costs, enriches user experience, improves manageability, and reduces both energy consumption and e-waste. It is the perfect solution for leveraging the power and potential of PCs, tablets, BYOD and cloud computing to enable users to access the applications, desktops and data from any device anywhere, anytime. To learn more about NComputing, visit www.ncomputing.com.

General Responsibilities:

Reporting into the VP, Products & Strategy, the role leads a core team of SOC specialists, the Senior Manager of SaaS Service Operations Center at NComputing will have the unique opportunity to define, shape, build and operate SOC on AWS (Amazon Web Services – EC2) initially. Later architect, plan and set up SOCs worldwide.

Responsibilities and Experience will include:

• Defining and Building the SOC
• Design and build scalable SOC in Amazon AWS (US), and later globally.
• Identify high-level functional and technical requirements and knowledge of the enterprise architecture. Translate business requirements to determine appropriate service solutions
• Stay abreast of industry best practices in SaaS delivery and advocate for adoption of new technologies and processes.
• Recruit a core team of SOC specialists.
• Defining SLAs and Key Performance Metrics
  • Work with service and product owners to define key metrics for performance, uptime, availability, response times, scalability, new tenant provisioning and setup, etc.
• Operating and Supporting the SOC
• The manager and the SOC team should plan for and be available 24/7 for SaaS operations.
• Drive service related activities through standard processes (i.e. change management, patch management, incident management, maintenance windows, etc).
• Implement and support critical areas and services to provide smooth and efficient operations. Ensure the highest levels of service availability (up-time) by being the technical subject matter expert (hands on the keyboard) during the most complex incidents/outages related to SaaS services.
• Triage, manage and resolve or escalate incidents related to real time availability/performance of servers, network and applications that underpin SaaS
• Secure the SOC
• Monitor the security status of our products, services and respond to any critical alerts or issues
• Identify emerging risk areas and work with product and engineering teams to mitigate these risks before any potential exploitation can occur
• Review the state of our security posture periodically with our engineering and management teams
• Be available for on-call response in the event of a critical security incident
• Train operations staff and other staff in security concepts and specific implementations
• Write documentation on the security infrastructure, including security policies
• Collaborating and Delivering
• Think creatively and work independently, while interacting with Product and Engineering
• Work with service owners, product groups, engineering, QA and others to improve key operational metrics
• Consult with product and infrastructure teams to design, implement and support strong security controls across all aspects of our service footprint

Qualifications and Requirements:

• BA or BS degree in a technical field
• Minimum 10 years working experience in Data Center/IT operations environment
• Experience building and supporting Software-as-a-Service (SaaS) is a plus.
• 2+ years of operational experience with Amazon Web Services (EC2, S3, CloudWatch, etc) virtualization (Citrix, VMware, RDP/RDS), networking and security
• 2+ years of experience operating environments that include CentOS, and Windows, Apache Tomcat, SQLLite, PostgreSQL and web technologies.
• 2+ years of experience integrating server and VM systems with networking equipment such as load balancers, firewalls, VPNs, NAT, switches and routers
• 2+ years of experience with Apache performance/scalability tuning and shell scripting
• 2 years of experience with Amazon CloudWatch or other similar system/server monitoring/metrics tools.
• Successful leader and team builder, with excellent written and oral communication skills
• Demonstrated success in project management, budgets and documenting processes.

We are an equal-opportunity employer and welcome all candidate applications who meet the minimum qualifications listed above. NComputing offers a relaxed, yet professional work environment with competitive salary and excellent/ flexible benefits that allow our employees to make choices that fit their individual lifestyle.