Cleveland, OH, USA

SaaS Operations Manager

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MRI Software is seeking a SaaS Operations Manager to lead a passionate team responsible for fast and effective operations management and support of the SaaS global ecosystem with increasing reliability, scalability, supportability and security. The SaaS Operations team is accountable for the day-to-day service operations, activities, processes, and infrastructure monitoring. They specialize in Deployment Management, Service Request Fulfillment, and Incident Management; while also contributing to the organization’s Capacity Management, Information Security Management, Change Management, Asset and Configuration Management, and Problem Management to help drive continual process improvement across service strategy, design, and transition.

To be successful in this role, you will need to be able to focus on leading a local and global team through day-to-day activities, mentoring the team on technology, and appropriately prioritizing competing priorities while communicating effectively.


  • Cultivate a diverse, high-performing team that develops, recognizes and retains the best people and challenges them to advance their technical and administration skills to meet the demands of rapidly evolving technologies and to transition from co-location to cloud based applications.
  • Direct daily 24/7 operations of the team; enforcing priorities, monitoring and analyzing operational effectiveness metrics and ensuring problems are identified and solved quickly and efficiently.
  • Utilize advanced knowledge of system design and application architecture to expedite the investigation and resolution of incidents and problems
  • Responsible for the overall health and stability of supported applications, systems and environments.
  • Standardize and automate change, validation, and deployment processes to increase efficiency and reduce risk, complexity, waste and cost.
Skills & Other Requirements
  • Bachelor’s degree in Computer Science, Engineering or Information Technology or equivalent related work experience required.
  • 4+ years of experience managing technical teams of System Administrators or Engineers
  • Excellent problem solving, leadership, and coaching skills
  • Experience implementing cloud technologies and an understanding of SAAS, PAAS, and IAAS models preferred
  • 8+ years of experience in Windows Server, managing Citrix XenApp, VMware vSphere, & Active Directory environments
  • Practical experience with ITIL
  • Available on a 24x7x365 basis when needed for production impacting incidents or key customer events.
Company Overview

MRI Software delivers innovative applications and hosted solutions that free real estate companies to elevate their business.  Our flexible technology platform, along with an open and connected ecosystem, allows us to meet the unique needs of real estate businesses, from property-level management and accounting, to investment modeling and analytics for the global commercial and residential markets.  With nearly five decades of expertise and insight, we have grown to include offices in across the United States, the United Kingdom, Hong Kong, Singapore, Sydney, South Africa, New Zealand, and Canada with over 1300 team members to support our clients and their unique needs!

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