Cloud Technical Lead

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**Cloud Technical Lead (Career Level)**

**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 experiences for all SAS Cloud customers.

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

**What You’ll Do**:

- Assisting the SAS Cloud practice to position itself as leader in providing managed services throughout the Data Analytics industry.
- You will work collaboratively with customers, analysts, developers, and implementation team members to deliver world class SAS service.
- You will leverage your deep technical skillset and knowledge to provide technical leadership, guidance, and support for customer engagements through implementation and configuration to production release into operations.
- You will partner with a SAS Cloud Customer Success Manager 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 enable global teams to 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 drive 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.
- Provide a single technical leadership and ownership from project kick off through UAT and go-live, for hosted and remotely managed customer projects.
- Post go-live project consultation for major changes (upgrades, migrations, renewals etc.) and to 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.
- Ensure SAS Cloud standards and best practices are adhered to and validated.
- Provide knowledge transfer for larger team related to their customer engagements and/or key technology areas.
- Deliver excellent Client service using a Client first and continuous improvement mindset.
- Work directly with external customers and interface with other support teams and vendors.

**Reporting to**
- Manager of SAS Cloud Operations

**Expected Experience and Background**
- Proficiency in Azure is preferred, while experience with other leading cloud platforms (AWS or GCP) is advantageous.
- Proven years of experience as a technical advisor: developing solutions / working with certain technologies e.g., Cloud native development, Hybrid/ multi-cloud, DevOps processes and tools, Application migration program, Hyperscaler, RH, AI, open technologies etc.
- Use IT Service Management best practices for change, incident, and problem management to meet and support Service Level Agreement requirements SAS Cloud customers; ITIL certification preferred.
- Exceptional verbal and written communication skills are essential, as this role involves extensive interaction with customers, internal teams, and stakeholders.
- Strong interpersonal abilities, including the capacity to convey complex technical concepts clearly and concisely, are crucial for effective collaboration and successful project delivery.
- Extensive experience driving software solutions involving many stakeholders and delivering results on time with high quality.
- Ability to communicate directly to the product, service and technical teams: share insights into root causes of client discontent, advocate for features/functionality to eliminate churn, drive customer satisfaction.
- Entrepreneurial spirit and mindset, a focus on