Job Description

Who We Are
With over 600 employees in the Americas, EMEA and APAC regions, Zafin is the global leader in product and pricing SaaS. Our award-winning platform empowers financial institutions to modernize their core banking system and bring personalized products, offers and relationship-based pricing to market faster than ever before. The Opportunity
As a member of our Product Design & Engineering team, you will report to the Director, Cloud Services Security & Delivery, and will be responsible for Zafin\xe2\x80\x99s SaaS delivery on the public cloud. Our talented team of engineers demonstrate superb technical competency, delivering mission critical application deployments through automated pipelines, and proactively stay up to date with new technologies in the cloud-based deployment world. What You Will Do

• Ensure support processes will provide a consistent delivery of high-level customer service in an effective and cost-efficient manner.
• Be accountable for end-to-end delivery of services to meet customer needs.
• Develop strategies and processes for service delivery and cloud services.
• Improve Information Technology Service Management (ITSM) process throughout a variety of ITSM best practices and functions.
• Manage service projects, including incident, change, problem, and service request.
• Collaborate with Cloud Leaders and CSMs to prioritize weekly sprints.
• Deliver presentations on new processes, feature adds and other deliverables.
• Conduct and organize service delivery meetings.
• Understand functionality of public cloud services.
• Articulate technical issues in terms of business risk and opportunity.
• Embrace continuous education to enhance current cloud solution and services.

Additional Responsibilities

• Ensure systems, procedures, and methodologies are in place to support outstanding customer service delivery.
• Accountable for service delivery performance, meeting customer expectations, and driving future demand.
• Perform root cause analysis (RCA) for remediation/proactive improvements.
• Constant review of internal processes to optimize service delivery approach.
• Build dashboards and presentations on current performance, identify trends and availability metrics.
• Build diagrams for process flow and policy implementations.

To be successful in this position, you must have:

• Bachelor of Science in Computer Science, Engineering, or relevant field.
• Past Service Delivery resource (or similar role) experience.
• Experience working with automated deployment pipelines, preferably on Azure.
• Strong knowledge and hands-on experience with Jira ITSM.
• Soft skills: Self-directed, proactive, and able to deliver with best practices, problem-solving attitude, and collaborative team spirit.

Nice to have:

• Prior experience with Scrum methodology.
• Public cloud infrastructure and SaaS skills.
• Monitoring experience, including Site24/7 and Log Analytics.
• Innovative mindset for new ideas and ways to improve service delivery.

What\'s in it for you?
If you work with us, we expect you\xe2\x80\x99ll show the spirit, drive, and intellect that make you great. We offer a challenging, team-oriented work environment, competitive remuneration and benefits, and excellent opportunities for professional and personal growth. If you believe you are up for the challenge, please apply. Zafin welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. Zafin is committed to protecting both the privacy and security of the personal information collected from all applicants throughout the recruitment process. The methods in which Zafin collects uses, stores, handles, retains, or discloses applicant information can be accessed by reviewing Zafin\xe2\x80\x99s privacy policy at https://zafin.com/privacy/. Job Type: Full-time