Cloud Technical Lead

What Youll Do:

As a Cloud Technical Lead in SASs Cloud and Information Services (CIS) division, you will be responsible for all aspects of our hosted and remote managed SAS application environments, that that includes:

Responsibility of all aspects of our hosted and remote managed SAS application environments.

Work collaboratively with customers, analysts, developers, and implementation team members to deliver world class SAS service.

Leverage your deep technical skillset and knowledge to provide technical leadership, guidance, and support for customer engagements through implementation and configuration to release production into operations.

Partner with SAS Cloud Services Delivery and Project Managers 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 respond quickly and efficiently to operational incidents or any issues reported.

You will work with global R&D, Product, Technical Support, and CIS teams to ensure customer satisfaction and ensure service quality across all our hosted and remote managed customer environments.?

You will collaborate with the teams in technical effort estimation phase of the project delivery, and contribute 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.

Key responsibilities

To take responsibility for:

Articulate an innovative SAS technical approach / solution based on your understanding of clients business and technical needs

Act as the technical subject matter expert and key point of contact for clients throughout the project lifecycle.

Lead technical delivery from project kickoff through UAT and go-live for hosted and remotely managed services

Provide post go-live consultation for major lifecycle events such as upgrades, renewals, migrations, and 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.

Enhance operational systems for improved stability, monitoring, and customer experience.

Conduct knowledge transfer and mentorship for team members on customer engagements and key technologies.

Deliver excellent Client service using a client first and continuous improvement mindset.

Manage, monitor, and maintain container-based applications deployed in cloud container services.

Work directly with external customers and interface with other support teams and vendors.

Reporting to:

Manager of SAS Cloud Operations

Expected Experience and Background

This role is based in Mumbai and the candidate is required to have experience in customer-facing technical roles/ Consulting roles. and.

Strong proficiency in Microsoft Azure preferred; experience with AWS or Google Cloud Platform is advantageous.

Proven years of experience as a technical advisor/in technical operations, with technical skills but not limited to developing solutions/working with technologies such as Hybrid/ multi-cloud, DevOps processes and tools, SAS applications, Hyperscaler, AI, Linux Operating systems, Databases.

Familiarity with IT Service Management practices including change, incident, and problem management. ITIL certification is preferred.

Excellent verbal and written communication skills to engage effectively with customers and internal teams.

Strong interpersonal abilities, including the capacity to convey complex technical concepts to diverse audiences.

Extensive experience driving software solutions involving many stakeholders and delivering results on time of high quality.

Ability to provide feedback to product and service teams based on customer issues and advocate for enhancements.

A proactive, entrepreneurial mindset with a focus on finding solutions and driving outcomes.