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
