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Cloud Technical Operations Specialist
3 settimane fa
Milano, Lombardia, Italia SAS A tempo pienoAbout the JobWe're seeking a skilled Cloud Technical Lead to join our SAS Cloud team in Milan. As a key member of our team, you'll be responsible for delivering world-class SAS service to our customers.Your primary focus will be on providing technical leadership and ownership for hosted and remotely managed customer projects. You'll work closely with...
Cloud Technical Lead
2 mesi fa
col-wideJob Description:
Cloud Technical Lead
Job Locations IT-Milan | IT-Rome | IT | IT-Milan Requisition ID 20061276 Job Category Information Technology Travel Requirements NoneCloud Technical Lead - Hybrid
Nice to meet you
We're the leader in analytics. Through our software and services, we inspire customers around the world to transform data into intelligence - and questions into answers.
We're also a debt-free multi-billion-dollar organization on our path to IPO-readiness. If you're looking for a dynamic, fulfilling career coupled with flexibility and world-class employee experience, you'll find it here.
About the job
As a Cloud Technical Lead for the SAS Cloud team in SAS's Cloud and Information Services (CIS) division, you will be responsible for all aspects of our hosted and remote managed SAS application environments. You will work collaboratively with customers, analysts, developers, and implementation team members to deliver world class SAS service.
You will leverage your deep technical skillset and knowledge to provide technical leadership, guidance, and support for customer engagements through implementation and configuration to production release into operations. You will partner with a SAS Cloud Customer Success Manager to work through any technical obstacles the customer may experience. You will build the foundation for ongoing reliability by defining key performance metrics aligned to the customer's success criteria. Through documentation, automation, and knowledge management, you will enable global teams to respond quickly and efficiently to operational incidents.
You will support the team with training, expertise, mentoring, and best practices related to enterprise application technology, architecture, and support. You will work with global R&D (Research & Development), Product, Technical Support, and CIS teams to drive customer satisfaction and ensure service quality across all our hosted and remote managed customer environments.
You will lead the team in efforts to improve quality, efficiency, and automation around service delivery tasks. A keen eye for continuous improvement and a passion to drive it in all aspects of the job is required.
As a Cloud Technical Lead, you will:
Provide technical leadership and ownership from project kick off through UAT (User Acceptance Testing) and go-live for hosted and remotely managed customer projects
Post go-live project consultation for major changes (upgrades, migrations, etc.) and to help identify and resolve complex problems caused by repetitive incidents
Ensure that all current and future technical project requirements (tasks, changes, deliverables, etc.) have a clearly defined scope and can be progressed by the responsible service team without issue. Mitigate any technical blocking condition that prohibits progress to drive towards success
Enhance operational requirements to improve system stability, monitoring awareness and decrease operational burden to ensure a positive customer experience
Facilitate actions as a SAS Administrator as required for tasks or issues with high complexity, increased urgency, or the potential for reduced effort or cost
Ensure SAS Cloud standards and best practices are adhered to and validated
Provide knowledge transfer for larger team related to their customer engagements and/or key technology areas
Deliver excellent customer service using a customer first and continuous improvement mindset
Use IT (Information Technology) Service Management best practices for change, incident, and problem management to meet and support Service Level Agreement requirements SAS Cloud customers
Create and maintain service documentation including runbooks, knowledge base articles, and wiki content
Configure, manage, monitor, and debug mid-tier software
Manage, monitor, and maintain container-based applications deployed in cloud container services
Develop tools and software to manage SAS and third-party software
Diagnose, document, report, and resolve system problems
Work directly with external customers and interface with other support teams and vendors
Required Qualifications
5 years of experience writing programs in more than one language required. Two years of experience in end user and system administrator consulting or providing other first-level consulting required.
Equivalent combination of education, training and experience may be considered in place of the above qualifications.
Bachelor's degree in a quantitative field, such as Computer Science, Information Technology, or related field.
Fluency in Italian and English
5+ years of technical experience including:
2+ years of experience of SAS Administration or support2+ years of experience in systems support, user support, customer support, consulting, or training for enterprise class software and/or hardware2+ years of experience with UNIX or Linux supporting enterprise class applications
You're curious, passionate, authentic and accountable. These are ourand influence everything we do.
Preferred Qualifications
Familiarity with cloud-based platforms like Microsoft Azure, AWS (Amazon Web Services), GCP (Google Cloud Platform), or OpenShift
Experience with containers, container based applications, and/or container orchestration tools
Experience with Python, Ansible, or Kubernetes
Scripting experience (bash, PowerShell, etc.)
Installing and using SAS software and solutions
Programming in SAS
Deploying and managing JavaEE web application.
Java or Web development experience
Ability to travel occasionally within region
Diverse and Inclusive
At SAS, it's not about fitting into our culture – it's about adding to it. We believe our people make the difference. Our diverse workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers. Our commitment to diversity is a priority to our leadership, all the way up to the top; and it's essential to who we are. To put it plainly: you are welcome here.
