Manager, Systems Software Engineering

Manager, Systems Software Engineering

TTEC is seeking a Cloud Sustainment Engineering Manager to join the IT Team. We're a global company that is 50,000 employees strong. Together, we are transforming the world of customer experience by helping our clients design and deliver simpler, more effective, efficient, and human customer service experiences that inspire customer loyalty and boost company profits.

Our global IT organization supports the entire enterprise that encompasses over 50,000 users globally and is aligned with our businesses in four pillars - Customer Care, Technology Services, Strategy Services, & Growth Services.

Position Summary

The Cloud Sustainment Engineering Manager will be responsible for managing a Cloud Sustainment Engineering Team and will work closely with the Cloud Architecture and Design teams to move Cloud Projects into an operational state. The position will lead our cloud sustainment team, GCP, Azure, and others in a 24/5 environment with a diverse team across the world.

This position will work as a part of Sustainment Engineering management staff. Essential responsibilities of the Cloud Sustainment Engineering team consist of providing production cloud (IaaS, SaaS, PaaS) governance, administration, security and operating system administration, and problem support.

The primary focus is on evolving our cloud journey, managing the day-to-day operational activities, delegating duties and leading outage bridges when escalated to. Supervising staff, including ensuring 24 by 7 support, recommendations for hiring decisions, facilitating employee skills development, resolving disagreements, motivating, and making duty assignments are included in this job's responsibilities.

The position will lead our Cloud Services Delivery and supported by the organization ensuring the operational effectiveness of the team. This position administers business processes, maintains cross-functional working relationships, and identifies opportunities for improvement across all core infrastructure including cloud services, servers, operating systems, network, voice and platforms.

Job Description:

· Managing Cloud Ops/Sustainment/SRE that will be responsible for governance, administration, operation, compliance, and finops,.

· Management of the Delivery of the Cloud services for the Engage business unit.

· Improving Governance, Automation, Administration, and security for all aspects of the cloud (IaaS, SaaS, PaaS).

· Creating streamlined automation for Cloud Operational tasks using Terraform, Python, PowerShell and Ansible.

· Validating and updating all documentation associated with the infrastructure services supported.

· Event and incident management ensuring all faults are resolved within agreed SLA.

· Flexibility in work schedule as all sustainment engineering positions are shift work and require on call work.

· Working directly with the NOC, other operations teams, engineering and architecture as an escalation point and managing information and resources to drive outage bridges to resolution.

· Clear communications between all parts of the infrastructure organization.

· Conducts trainings and mentoring sessions. Provides the highest level of support to the technical operations groups and junior level engineers.

· Ensure all job aids, SOP and knowledge based articles are updated

· Coordinate with Architecture and Engineering on new projects handover.

· Identify and maintain Sustainment Engineering business processes.

· Control work schedules, duty assignments, performance evaluations and time-off requests

· Maintain a service-oriented environment focused on problem prediction, detection and resolution while maintaining effective relationships with other business units.

· Complete additional tasks as assigned.

Skills Required:

· Education level: Associate degree or higher, or equivalent job experience

· Relevant Cloud and Infrastructure work experience: 5-7 Years

· 2 years of managing people

· Solid understanding of Agile Methodology using Jira.

· Extensive IaaS and DevOps experience in GCP, Azure and/or AWS.

· Experience with Cloud Infrastructure Automation tools, preferably Git, Terraform, Jenkins and Ansible.

· Working Experience with infrastructure, networking, Microsoft technologies, O365, Active Directory, Windows Server (physical and virtual), PAM, ProofPoint and Ping

Skills Preferred :

· Knowledge on the following on-premises systems or equivalents: Linux, VMware, Nutanix VMware Horizon, Cohesity, Cisco UCS, NetApp

· Advanced WAN troubleshooting/problem determination

· Good troubleshooting/problem determination skills

· ITIL Foundation Trained

About TTEC
Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.
TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way.

Primary Location: India-Telangana-Hyderabad

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