Manager, Cloud Operations

2 weeks ago

Sydney, New South Wales, Australia SAS Full time
:

Are you a problem solver, explorer, and knowledge seeker - always asking, "What if?"

If so, then you may be the new team member we're looking for. Because at SAS, your curiosity matters - whether you're developing algorithms, creating customer experiences or answering critical questions. Curiosity is our code, and the opportunities here are endless.

What we do
We're 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.

What you'll do
You will lead the team in efforts 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.


Responsibilities:

  • Provide management and leadership to the SAS Cloud Operations team including SAS Administrators, SAS Cloud IT Support and Customer Technical Leads.
  • Deliver excellent customer service using a customer first and continuous improvement mindset.
  • Manage and oversee the daytoday tasks through SAS Cloud ticketing systems using best practices for ticket update quality and frequency.
  • Use IT Service Management best practices as defined through ITIL, for change, incident, and problem management to meet and support Service Level Agreement requirements SAS Cloud customers.
  • Ensure maintenance of service documentation including runbooks, knowledge base articles, and wiki content.
  • Work directly with external customers and interface with other support teams and vendors.
  • Implement and manage initiatives around defect prevention and root cause analysis aimed at driving down the volume of nominated call ticket/ incident types.
  • Look for opportunities to drive automation and thus cost and efficiency gains through a reduction in manual effort.
  • Leverage triage processes for ticket assignment and workload balancing
  • Act as a point of escalation for aged or unresolved tickets; lead the effort to reduce or eliminate any customer downtime associated with SAS software or platform unavailability.
  • Reporting of operational metrics (e.g., ticket throughput, SLA adherence, incident types etc)
  • Drive and execute against service improvement initiatives report/ quantify the benefits to SAS /SAS customer

What we're looking for

  • Bachelor's degree in a quantitative field, such as Computer Science, Information Technology or related field preferred.
  • A proven track record in managing technical support and /or operations teams.
  • Certification in ITIL (preferred).
  • You're curious, passionate, authentic and accountable. These are our values and influence everything we do.

The nice to haves

  • Familiarity with cloudbased platforms like MS Azure, AWS, GCP, or OpenShift
  • Experience with Python, Ansible, or Kubernetes
  • Scripting experience (bash, powershell, etc)
  • Installing and using SAS software and solutions
  • Programming in SAS
  • Java or Web development experience
  • Ability to travel up to 10% of the time

Why SAS

  • We love living the #SASlife and believe that happy, healthy people have a passion for life, and bring that energy to work. No matter what your specialty or where you are in the world, your unique contributions will make a difference.
  • Our multidimensional culture blends our different backgrounds, experiences, and perspectives. Here, it isn't about fitting into our culture, it's about adding to it and we can't wait to see what you'll bring.

Additional Information:

  • All valid SAS job openings are located on the Careers page at _
- before taking any further action._
- #LI-DK_

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