Product Operations Analyst – Secure, Cloud, AI

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Create branded service documentation, such as Service Descriptions, Service Schedules, Operational Handbooks, service pages, and proposals.

• Manage documentation through version control and the tracking of service changes.

• Generate initial content based on source materials and briefs.

• Oversee the complete vendor onboarding process using the onboarding checklist.

• Record vendor onboarding insights with provenance and highlight any gaps.

• Follow up on outstanding actions to ensure closure and keep vendor records accurate.

• Develop familiarity with key security vendors and onboarding standards.

• Gather service metrics and create performance reports and dashboards.

• Prepare packs for board and customer presentations to a consistent standard.

• Transform operational data into actionable business insights.

• Assist in coordinating workshops and projects, including managing agendas, action logs, backlog hygiene, and follow-ups.

• Maintain operational trackers and logs, while following up on aging items.

• Identify slow, manual, or inconsistent processes and recommend and drive improvements.

• Contribute progressively to service design, product propositions, and platform initiatives.

⛳️ Requirements

• 1–3 years of experience in an IT, security, or operations role.

• Excellent written English skills.

• Keen attention to documentation details, including structure, accuracy, consistency, and presentation.

• Proficient with Microsoft 365 applications (Word, Excel, PowerPoint).

• Comfortable producing professional, branded documents and reports.

• Organized and reliable; capable of tracking tasks to completion and proactively following up.

• Analytical and inquisitive, with the ability to convert data into insights.

• Self-motivated and able to work well in ambiguous situations.

• A stable internet connection is required.

• A suitable home office setup, including a desk and chair in a quiet environment.

• Nice to have: experience with managed security services, SOC/MXDR, or security vendors.

• Nice to have: background in product operations, service management, or documentation-heavy roles.

• Nice to have: familiarity with ticketing, MI/BI, or documentation tools.

🏝️ Benefits

• Risk coverage, including Life Cover, Critical Illness Cover, funeral benefits, and some disability benefits.

• 22 days of annual leave plus UK bank holidays, with increased entitlement based on length of service.

• A 5% allowance based on basic salary, which can be allocated towards medical aid.

• UPS provided to assist with load shedding (2–4 hours of laptop power).

• Company-issued laptop.

• Annual company celebrations.

• Home-working policy.