Cloud Technical Lead

Responsibilities

• Provide technical leadership and ownership from project kick off through UAT and go-live for hosted and remotely managed customer projects.
• Provide 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.
• Engage with key client counterparts as technical solution / subject matter expert on SAS Cloud
• Articulate an innovative SAS Cloud technical approach / solution based on your understanding of client’s business and technical needs
• 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 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.
• Deliver excellent customer service using a customer first and continuous improvement mindset.
• Provide service leadership for local teams by managing service queues and assigning tickets based on SAS Cloud procedures.
• Serve as technical escalation support other team members.
• Contribute to overall service quality by identifying or leading efforts that reduce time, reduce toil, and/or improve the customer experience with SAS Cloud services.

Essential Requirements

• Bachelor's degree in a quantitative field, such as Computer Science, Information Technology, or related field.
• 5+ years of technical experience including:
• 2+ years of experience of software administration or support
• 2+ years of experience in systems support, user support, customer support, consulting, or training for enterprise class software and/or hardware.
• 2+ years of experience with UNIX or Linux supporting enterprise class applications.
• Familiarity with cloud-based platforms like MS Azure, AWS, GCP, 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 up to 10% of the time