Manager, Cloud Operations
Deltek, Inc.
Philippines, Makati City
6d ago

The Global Cloud Site Reliability Engineering (SRE) group protects Deltek Cloud SaaS Products and its customers 24 hours a day, 7 days a week.

A consistent leader in the Gartner magic quadrant for ERP solutions, our products have a rapidly growing customer base and with that an ever-evolving cloud environment.

Deltek is seeking a Manager, SaaS Operations to join our Vantagepoint & Ajera SaaS Operations team focused on monitoring cloud service availability, incident management, and supporting day-to-day product operations of our Cloud SaaS offerings.

We are looking for customer-focused team members passionate about solving complex technical challenges and delivering a best-in-class service experience.

Responsibilities :

  • Leads team to achieve business objectives including maximizing customer satisfaction, meeting service level objectives, and supporting project deliverables.
  • Ensure team performs day-to-day SaaS operations like provisioning new customers, creating databases & schemas, database restores, configuring applications, patch management, and systems administration.
  • Ensure the delivery of high-quality technical and soft-skills training for direct reports.
  • Serve as an escalation point both for customer experience issues and complex technical troubleshooting.
  • Ensure consistent service availability by monitoring our environments’ stability and performance using the right metrics and tooling.
  • Incident and Problem Management Execute incident response plays, lead major incident bridges, and participate in blameless post-mortem process for incident prevention.
  • Presents performance metrics and KPIs to Cloud Leadership and key business stakeholders regarding opportunities for innovation risks areas, and trends to watch.
  • Create, review, and update policy and technical controls on an ongoing basis to ensure compliance and process optimization across the teams.
  • Manage workflows and schedules for direct reports and ensure adequate workload coverage 24 x 7 x 365.
  • Execute disaster recovery plans and report on metrics related to those activities.
  • Qualifications

  • Bachelor's degree in Computer Science field or equivalent.
  • 5+ years of management experience, leading application analysts or engineers in customer facing support role
  • 5+ years ERP management experience within a medium to large company ( NCR System, Microsoft AX, SAP, Oracle, Microsoft Navision, etc.).
  • 4+ years supporting enterprise application platforms and systems at scale on public cloud infrastructure (Amazon Web Services is desired).
  • 3+ years of experience with Web Services, cXML, EDI, or other integration methods preferred.
  • 2+ years of experience applying an automation first approach to problem solving leveraging configuration management tools and scripting (e.
  • g., Bash, Python, PowerShell).

  • Experience with Incident Management and ITIL service operations (ServiceNow experience desired)
  • Experience with any of the following operations tools : AppDynamics, Splunk, PRTG, SolarWinds DPA, Nagios, NewRelic, PagerDuty.
  • Experience with basic database management tasks in Oracle or Microsoft SQL Server.
  • Passionate and curious about ways to leverage technology with self-directed learning
  • Must be detail-oriented, results-driven, and have excellent English communication skills.
  • Ability to work effectively within a team environment in and outside the organization to accomplish goals, objectives and to identify and resolve problems.
  • Bonus Skills and Experience :

  • Advanced understanding of high availability and disaster recovery strategies.
  • Experience with configuration management and orchestration (e.g., Terraform, Cloud Formation, Ansible).
  • Experience with continuous integration tools (e.g., GitHub, Azure DevOps)
  • Experience with the AWS CLI.
  • Hands-on experience using infrastructure-as-code, self-healing, security automation patterns.
  • Understanding of software development lifecycle (SDLC) and agile development.
  • Any experience with Deltek applications.
  • Travel Requirements

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