SAS

Senior Manager - 24x7 Operations Center

Job Locations IN-Pune
Requisition ID
20040161
Job Category
Research and Development
Travel Requirements
None

Title: Senior Manager, CIS 24x7 Operations Center

 

Level: Senior Manager, IT – Cloud and Information Services (Operational Management Role)

 

Are you a problem solver, explorer, and knowledge seeker – always asking, “What if?”

If so, then you may be the new team member we’re looking for. Because at SAS, your curiosity matters – whether you’re developing algorithms, creating customer experiences or answering critical questions. Curiosity is our code, and the opportunities here are endless.

 

What we do 

We’re the leader in analytics. Through our software and services, we inspire customers around the world to transform data into intelligence. Our curiosity fuels innovation, pushing boundaries, challenging the status quo and changing the way we live.

 

What you’ll do

SAS’ Cloud and Information Services (CIS) team is responsible for delivering internal and customer facing services across the globe.  This management-level position has overall responsibility for the continuous performance and health of the 24x7 Operations Center in Pune, India. This center is accountable for ensuring excellent customer experience across incident response and services-based requests.  

 

  • The Technical Operation Center Manager will lead our 24x7 technical operations, monitoring, and response program for a large and fast scaling environment
  • Advise on potential improvements and anticipate future needs for our business
  • Define goals for support, efficiency, systems resiliency, disaster recovery, redundancy, and systems integrity
  • Build key partnerships and relationships with various business partners to understand their service needs and develop programs to support them with quarterly business reviews, metrics, and KPI's
  • Provide guidance to CIS Leadership and various teams regarding overall systems health affecting the SAS footprint for customer delivery
  • Mentor your global direct reporting team and others to build up team knowledge and strengths
  • Strategically evolve and grow existing products and services to constantly deliver a better user experience
  • Foster a culture of data driven decision-making
  • Manage collaboration and communication with multiple department leaders, both internal and external, to ensure teams have what they need and can work efficiently
  • Establish priorities and direction for the team by prioritizing roadmaps and implement strategies for executing, measuring progress, and communicating results against these goals that will advance the organization's productivity through thoughtful technology
  • Move swiftly to remove roadblocks and work with cross-functional team members to be agile

 

 

What we’re looking for

  • Experience with building operating procedures, and measuring efficiency
  • Experience managing global workload distribution and managing production level customer environments
  • Experience working with end-users, other systems engineers, infrastructure, IT support, management, network teams, field teams in production support environment
  • Communication, technical proficiency, presentation experience, and interpersonal experience
  • Experience collaborating with technical and non-technical teams
  • Experience managing multiple priorities and effectively communicating expectations
  • 5+ years of management experience leading operational teams supporting mission-critical enterprise software services
  • Experience with managing technical personnel, in service delivery teams that span multiple shifts
  • Ability to effectively communicate in English, both written and verbal

 

Primary responsibilities for this role include

  • Management and professional development of highly motivated engineers providing 24/7 support
  • Oversee operations whose responsibilities include patch management, monitoring, alerting and escalations, and documentation of systems including infrastructure and applications in our private and public clouds
  • Implement processes for monitoring/ alerting, systems maintenance and change control, and for automation opportunities
  • Ensure that up-to-date technical documentation exists for all services
  • Handle escalations and assist in creation of RCAs in order to plan for future prevention and service improvements
  • Responsible for overseeing all administrative tasks, such as employee reviews, time sheets, expenses, etc.
  • Open and frequent communication on team dynamics and operational status
  • Ability to perform technical tasks assigned to the team
  • Providing technical input for installation/configuration/service/support of enterprise software for SAS customers hosted globally across private and public cloud
  • Research, analysis, and testing of new technologies
  • Development and implementation of standards
  • Acting as the primary contact for work streams and escalations
  • Working across team boundaries for collaborative issue resolution

 


Essential

  • Bachelor's degree in Engineering, preferably in Computer Science, Computer Applications, or a related discipline.
  • 10- 15 years supporting enterprise software environments
  • 5+ years of management experience leading information technology operations
  • Prior experience in building and/or leading a 24x7x365 Operations Center
  • Proven ability to manage, track, and prioritize escalations and incidents to deliver application services within stipulated SLAs
  • Working knowledge of public clouds- AWS and Azure
  • Good knowledge of SaaS, CI/CD
  • Experience with monitoring and patch management systems
  • Knowledge of backup systems
  • Familiarity with firewalls, switches, and networking concepts
  • Proven experience with all aspects of incident management lifecycle (logging, categorization, resolution, monitor, escalation, closure, SOP / documentation update)
  • Proven ability to work across team boundaries
  • Ability to identify technical gaps/areas for improvement within application hosting and propose solutions
  • Troubleshoot software problems (installation/configuration/performance)
  • Proven organization and documentation skills

 

The nice to haves

  • SAS Software Experience
  • ITIL certifications and/or experience
  • Knowledge of Ansible, Docker, Kubernetes

 

 

 

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