Software Operations Manager-Remote

Job Title: Software Operations Manager

We are a leading, multi-award-winning Identity Access Management (IAM) Startup.

Uqudo was born with a mission to rid the digital world of fraudulent identities, instilling trust in digital transactions where interactions are essentially anonymous.

Founded by a team of identity experts, Uqudo has a long heritage of delivering large-scale, high-quality projects with success stories in digital federal national identity programs, national driving license systems, and national electronic passport programs.

As a natural progression of these successes, Uqudo has reinvented itself as an intelligent AI-based identity layer that’s future-proof, dynamic, and secure.

Our talented and diverse workforce spans 18 nationalities across 7 countries, with all of our opportunities offered as either fully remote or with hybrid working flexibility.

What do we Value?

Trust is at the center of our mission, our product, and our culture.

We are honest and transparent in all of our interactions, with our customers, and with each other. And we trust our employees to make good decisions for themselves and for Uqudo.

We care - more - always - about each other, our customers, and our community.

We encourage all of our employees to achieve and maintain their version of excellence through an empowering management culture.

The Position:

We are seeking a forward-thinking Operations Manager to oversee our Operations Support team. This pivotal role focuses on ensuring that support tickets are efficiently and effectively resolved, maintaining the high quality and reliability of our IAM integrations. The successful candidate will not only manage a team of dedicated IAM Operations Engineers but also ensure our systems meet the evolving needs of our users and business.

Key Responsibilities:

- Lead and manage the Operations Support team, focusing on the rapid and empathetic resolution of support tickets.
- Ensure operational procedures and practices are in place for managing and resolving tickets within agreed service levels.
- Oversee the daily operations, prioritizing workload and resources to meet or exceed service level agreements (SLA) and customer expectations.
- Facilitate a culture of high performance and continuous improvement within the team, aiming for excellence in operational processes and customer service.
- Act as a point of escalation for complex or high-priority issues, ensuring they are resolved efficiently while maintaining communication with all stakeholders.
- Work closely with customers to understand their challenges and feedback, translating this into actionable insights to improve service delivery.
- Monitor and report on support metrics, identifying trends and implementing strategies to reduce ticket volumes and improve resolution times.
- Collaborate with cross-functional IT stakeholders to ensure a seamless support experience, integrating cybersecurity, infrastructure, and application development considerations into support processes.

Required Experience and Qualifications:

- Proven experience in operational or team management, ideally within an IT support or technical service environment.
- Strong leadership skills, with a track record of managing teams to achieve operational targets and improve customer satisfaction.
- Excellent problem-solving abilities, capable of leading a team to address and resolve user issues promptly.
- Exceptional communication and interpersonal skills, with the ability to interact effectively with both technical teams and non-technical stakeholders.
- Experience with service level agreements (SLAs) and customer service best practices.
- An understanding of basic IT and cybersecurity concepts.
- Experience in managing support within an IAM environment or similar technology-focused area.
- Familiarity with ticketing systems and support software tools.

Uqudo is committed to providing equal employment opportunities to all applicants for employment and to all employees, without regard to race, colour, religion, gender, sexual orientation, age, protected disability, veteran status, or any other protected status in accordance with applicable federal, state, or local laws.