Saas Software Operations Specialist

Job Title: SaaS Software Operations Specialist

Job Type: FullTime

Job Field: Mobile Industry

Location: Nairobi

Role Objective

We are seeking a detailoriented 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 crossfunctional teams and ensuring smooth service delivery. The ideal candidate has experience with cloudbased software technical troubleshooting and process improvement.

Key Responsibilities

1. User Support & Training
• Assist internal teams and customers with platformrelated queries.
• Ensure a seamless user experience by providing technical guidance and troubleshooting.
2. 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.
3. 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.
4. Collaboration & CrossFunctional 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.
5. Incident Management
• Identify troubleshoot and resolve system issues.
• Escalate complex issues when necessary to ensure minimum downtime.
6. Process Optimization
• Develop and implement best practices to improve software operations and service delivery.
• Continuously seek ways to improve efficiency and automation.
7. Security & Compliance
• Ensure adherence to security standards data protection regulations and compliance requirements (e.g. SOC 2 GDPR).
8. 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 problemsolving 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 ITILbased 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.

How to Apply

Excited about this incredible opportunity Take the first step towards joining a dynamic team by following these instructions:

Submit your updated CV Cover Letter and any relevant supporting documents. In your cover letter clearly outline your relevant experience qualifications and motivation for applying for the position of SaaS Software Operations Specialist.

Application Deadline: Wednesday 12th March 2025

Only shortlisted candidates will be contacted.

Gap Recruitment Services Limited is a professional recruitment firm that does not charge candidates for placement and does not discriminate.