Job Description

Who We Are:

Provenir is a global fintech company with offices across North America, the UK, and Singapore. Provenir helps fintechs, financial institutions, and payment providers make smarter decisions, faster. We are passionate about technology and empowering businesses to become industry leaders. As a leading provider of decisioning and analytics products for financial services and other industries, we empower businesses to create digital-first decisioning solutions that drive business growth. If you’d like to work at an innovative fintech with a global footprint that is redefining the industry, then we want you!

What You'll Do

This role combines leadership in managing cloud infrastructure with a strong focus on resolving customer-facing issues related to infrastructure and application performance in a SaaS environment. The ideal candidate will have a proven track record of managing AWS cloud-based platforms, containerised workloads, ensuring uptime and reliability, and leading customer support teams to provide seamless and proactive solutions. They will also act as the key escalation point for infrastructure, information security, and application related issues while driving process improvement and operational excellence.

Cloud Operations

• Oversee the health, performance, and reliability of the AWS SaaS platform, ensuring 99.9%+ uptime in cloud environments
• Manage cloud infrastructure, including monitoring, incident response, and disaster recovery planning.
• Collaborate with DevOps, Engineering, IT and Security teams to deploy, monitor, and optimize applications and services.
• Proactively identify and resolve infrastructure and application issues, ensuring scalability and stability.
• Establish and maintain robust operational processes, including incident management, root cause analysis, and preventative measures.

Technical Support

• Lead and manage the support operations team responsible for resolving technical issues related to infrastructure and application usage.
• Serve as the escalation point for complex customer problems, working crossfunctionally with engineering, product, and DevOps teams to deliver timely resolutions.
• Ensure SLAs (Service Level Agreements) and KPIs (Key Performance Indicators) for customer support are consistently met or exceededDevelop and refine support processes, including ticket management, response time tracking, and issue escalation workflows.
• Work closely with the Customer Success and Professional Services team to ensure a seamless, positive customer experience.

Leadership and Strategy

• Manage, mentor, and grow a team of technical support engineers and cloud operations specialists.
• Continuously evaluate and improve tools, processes, and technologies to enhance operational e<iciency.
• Provide regular updates to senior leadership on cloud operations performance, including key metrics and insights.
• Collaborate with stakeholders to understand customer needs and translate them into operational improvements and enhancements.

Qualifications Required

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent work experience).
• 12+ years of experience in cloud operations, technical support, or infrastructure management, with at least 3 years in a managerial role.
• Deep understanding of cloud platforms (AWS preferred) and SaaS architecture.
• Experience with monitoring tools (e.g., Datadog, New Relic, Prometheus, Grafana) and incident management platforms (e.g., PagerDuty, ServiceNow, Zendesk, Opsgenie).
• SQL Database experience highly recommended
• Strong technical knowledge of DevOps processes, CI/CD pipelines, and infrastructure-as-code tools (e.g., Terraform, Ansible).
• Proven track record of meeting or exceeding SLAs and customer satisfaction goals.
• Experience in running 24x7 cloud operations team in a remote/hybrid environment.
• Exceptional problem-solving skills and ability to handle high-pressure situations.
• Strong interpersonal and communication skills, with the ability to engage both technical and non-technical audiences.
• Should be open to work in APAC and EMEA timings.

Preferred

• AWS Professional Certifications
• Linux System Administration Certifications
• ITIL Certifications
• Kubernetes Administrator related Certifications