Cloud Technical Lead

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 Service Delivery 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, 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.

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.

Additional responsibilities may include:

• 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.

Preferences:

• 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

SAS only sends emails from verified “sas.com” email addresses and never asks for sensitive, personal information or money. If you have any doubts about the authenticity of any type of communication from, or on behalf of SAS, please contact Recruitingsupport@sas.com.

#SAS SASCLOUD