Team Lead | SAAS Support

Job description
About the Role:

Support and monitor our SaaS offering and lead the SaaS support team. The primary focus of the team is to support users of the platform with technical issues, resolve their incidents and feedback into strategies for proactively monitoring and fixing issues. Experience with ITIL and Agile methodologies is required. Systems in the platform include Salesforce, Commercetools, Zuora, AWS Lambdas (code written internally in node.js/typescript), Contentful and others. Experience with some of these systems would be a big plus! Requires technical skills in system monitoring, troubleshooting, and performance optimization.

The team lead role will also involve running one to ones, identification of training needs, general line management activities and leading the team in driving improvements in the SaaS support area. This is a new team so needs someone to shape the ways of working. You'll report to the Lead Manager - Digital Delivery

You Will:
• Manage the team and support their professional development.
• Monitor the SAAS platform and associated infrastructure, identify and address any areas of concern, using automation wherever possible.
• Liaise between the SRE team and other partners
• Respond to and resolve customer-reported incidents, system outages, or service disruptions promptly.
• Research and remain informed of new technology and development tools.
• Contribute to risk management and disaster recovery planning.
• Implement security measures and best practices to protect applications, data, and infrastructure.
• Ensure compliance with relevant security standards and regulations.
• Manage relationships with external vendors, ensuring good delivery and adherence to service level agreements (SLAs).

You Have:
• Experience leading a team and setting goals
• Understanding of AWS lambdas and using CloudWatch to monitor them
• Familiarity with CI/CD pipelines (understanding required rather than needing to build them)
• Experience managing and resolving critical incidents. Proficiency in incident response processes, incident command systems, and post-incident reviews to identify root causes and implement corrective actions.
• Intermediate level knowledge to configure and administer the users, repositories, integrations, security of Version Control Systems (GitHub, Bitbucket).
• Intermediate level knowledge to administer Jira and Confluence.

How We Support You:

We provide flexibility to help you achieve a good work-life balance, including a remote-first model. You'll be part of a global, diverse team who foster an environment of inclusion and belonging where you are valued for who you are and where you come from.

We offer benefit options in and out of the workplace, including healthcare, pension plan, annual leave, parental leave, an employee assistance program. We care about our employees' welfare and focus our benefits package on the benefits which support your wellbeing. We also recognize that everyone has different priorities, so in addition to our core benefits to support your health we offer flexible options for you to choose benefits that are right for you, your family and your lifestyle.

We believe in non-stop learning and are committed to investing in learning opportunities that help you reach your full potential and support your continued development

About Us:

At The Association, a Great Place to Work-Certified company, we are transforming the accounting and finance profession. We are future-focused, empowering the world's most accomplished accountants to stay relevant, meet today's demands, and prepare for tomorrow's challenges through quality education, resources, and training.

Learn more about The Association on LinkedIn and our Career Site .

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We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, ****** orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

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