SaaS/TPA Hosting & Application Support Leader

Job Title: SaaS/TPA Hosting & Application Support Leader

Job Description:The SaaS/TPA Hosting & Application Support Leader will be responsible for managing the hosting, application support, and optimization of SaaS and TPA platforms in cloud environments. This role requires expertise in cloud deployment, SaaS/TPA hosting solution and pricing, security, and automation, along with Generative AI (Gen AI) implementation to enhance IT operations, monitoring, and incident management. The ideal candidate will have strong leadership skills, problem-solving skills, and the ability to drive AI-powered automation to improve service efficiency.

Key Responsibilities:

SaaS/TPA Hosting & Cloud Infrastructure Management

• Lead the deployment, hosting, and scaling of SaaS/TPA platforms in AWS or Azure Cloud.
• Architect and implement high-availability SaaS/TPA hosting solutions.
• Oversee security policies, and cost optimization for hosted applications.
• Manage containerization (Docker, Kubernetes) and Infrastructure as Code (IaC) implementations (Terraform, Ansible, CloudFormation).
• Define cloud migration strategies for legacy TPA applications to modern cloud-native architectures.

Application Support & Incident Management

• Oversee the end-to-end application support lifecycle, ensuring high availability and performance.
• Establish and manage Service Level Agreements (SLAs), Service Level Objectives (SLOs), and Service Level Indicators (SLIs) to maintain operational excellence.
• Implement AI-driven monitoring tools to proactively detect, analyze, and resolve incidents.
• Drive incident response automation and implement self-healing mechanisms for minimized downtime.
• Collaborate with product teams, security teams, and external vendors to optimize SaaS/TPA applications.
• Provide technical guidance and mentorship to the team, fostering a culture of continuous improvement.
• Work closely with vendors and third-party providers to manage licensing, support contracts, and escalations.
• Document processes, configurations, and troubleshooting procedures to enhance operational efficiency.

Gen AI Implementation & Automation

• Leverage Generative AI models for predictive analytics, incident resolution, and infrastructure scaling.
• Integrate AI-driven observability tools for real-time monitoring, anomaly detection, and proactive troubleshooting.
• Implement AI-powered chatbots and virtual assistants for internal IT support and automated customer service responses.
• Utilize AI/ML frameworks (AWS Bedrock, OpenAI, Google Vertex AI, Azure OpenAI) to enhance operational efficiency and decision-making.

Security, Compliance & Governance

• Ensure compliance with SOC 2, ISO 27001, HIPAA, GDPR, and SOX for SaaS/TPA environments.
• Oversee data privacy, security monitoring, and risk mitigation strategies.
• Manage role-based access control (RBAC), IAM policies, and security hardening measures.
• Implement backup, disaster recovery (DR), and business continuity planning.

Performance Optimization & Cost Management

• Use AI-driven predictive scaling to optimize cloud costs and resource allocation.
• Implement cloud-native monitoring solutions (AWS CloudWatch, Prometheus, Datadog, ELK Stack).
• Conduct capacity planning and resource optimization for application performance improvement.

Leadership & Collaboration

• Lead a team of cloud engineers, application support analysts, and AI/ML engineers.
• Foster a culture of automation, continuous improvement, and AI-driven innovation.
• Document and implement best practices, standard operating procedures (SOPs), and troubleshooting guides.
• Collaborate with business, technology, and security stakeholders to align application support strategies with business goals.

 Job Requirements:

Technical Skills:

• 10+ years of experience in SaaS/TPA hosting, application support, and cloud infrastructure management.
• 7+ years of experience in cloud computing (AWS and Azure) with expertise in cloud networking, IAM, and security best practices.
• 3+ years of experience in Gen AI implementation for IT operations, monitoring, and incident resolution.
• Proficiency in containerization and orchestration (Docker, Kubernetes, Helm, EKS/AKS/GKE).
• Experience with automation tools such as PowerShell, Ansible, or SCCM for configuration management.
• Hands-on experience in Infrastructure as Code (IaC) (Terraform, Ansible, CloudFormation).