Cloud Technical Lead

Position: Cloud Technical Lead 

Location - Mumbai

Role Description

What We Do:

At SAS were the leader in analytics. Through our software and services, we inspire customers around the world to transform data into intelligence. Our curiosity fuels innovation, pushing boundaries, challenging the status quo, and changing the way we live.

The SAS Cloud team delivers Hosted and Remote SAS Solutions across a global footprint of cloud providers in strategic global locations. This is a global team that is tightly matrixed with other regional service delivery Centres of Excellence and global resource hubs. The team is accountable for ensuring excellent customer experience for all SAS Cloud customers.

Be part of something exciting and join SAS working within our CIS business unit.

What You'll Do:

As a Cloud Technical Lead 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, 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 client's 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.

Travel

SAS Offers a hybrid approach to working. Travel is expected to client meetings and SAS offices when needed.

Diverse and Inclusive

At SAS, it's not about fitting into our culture – it's about adding to it. We believe our people make the difference. Our diverse workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers. Our commitment to diversity is a priority to our leadership, all the way up to the top; and it's essential to who we are. To put it plainly: you are welcome here.

Additional Information:

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