COERA is a street-wise software agency, specialised in engineering, developing and integrating Online Platforms, Cloud Applications and IAM Solutions, always committed to fast visible results for our customers. 

With in-house software development teams, skilled consultants and experienced architects, COERA emerges in: 

• FinTech and InsurTech custom cloud applications 
• SEO optimised & Web massive engagement SaaS solutions 
• Identity and Access Management tools and solutions

We design, build and operate software products that bring business ideas to life.

As the Service Operations Manager for our FinTech PaaS service, you'll play a pivotal role in connecting the dots between product management and our clients' operational needs. Reporting directly to the COO, your responsibilities encompass a dynamic blend of tasks. You'll seamlessly navigate between client communication and guiding your team of engineers in their daily activities. As your role transcends the boundaries of a service ambassador, you acknowledge that smooth operations are essential for ensuring our corporate clients’ satisfaction and success.

We would certainly like to meet you, if you ...

• Find excitement in the dynamic world of Service Operations.
• Are challenged by balancing change and stability.
• Have a passion for crafting and leading high-performance teams.
• Are a precise planner and facilitator in decision making.
• Thrive in a collaborative, dynamic team environment.
• Excel in offering guidance for effective problem-solving.
• Have no reservations about delving into technical details alongside your team.
• And your engineering heart beats faster working with Azure, AWS, Mongo, Kafka, Zabbix, Infra as Code and more cool stuff.

What are your responsibilities

As our client portfolio continuously grows both in numbers and scale, we need your leadership to effectively coordinate and oversee all activities that directly influence client satisfaction. Your role involves elevating the Service and Operations team to new heights, with the following set of responsibilities:

• You are responsible for the daily management of the operations and support team, which covers tasks like handling service requests, incident management, change management and platform monitoring.
• You ensure structured service management interaction with all existing clients and make sure Service Level Agreements are being met.
• You define and maintain operational KPI’s, including metrics such as #max number of open incidents, #time to recover, #time to release, and more.
• You maintain the daily overview and manage all delivery related activities like new-and patch releases.
• You implement, improve, and test back-up, high availability, disaster recovery and other continuity processes.
• As a key stakeholder, you collaborate closely with Product Management to articulate non-functional service requirements.

What do you bring

• A bachelor’s degree in Computer Science.
• A history of 5+ years in IT, coupled with a proven track record of 3+ years in managing service and operations organizations, preferably with recent hands-on experience in cloud-based models.
• Familiarity with operations frameworks, like ISO 900x, ISO 2000, ITIL, and a preference for knowledge in information security frameworks such as ISO 27001, along with a broader understanding of compliance frameworks in general.
• A good dose of humor and friendliness, alongside a genuine appreciation for enjoying morning coffee with colleagues.

This position is well-suited for a software engineer based in Romania who seeks a hybrid work arrangement.

We have office locations in Cluj-Napoca and Brasov.