Customer Technical Lead- SAS Cloud

Customer Technical Lead- SAS Cloud

  Not Disclosed

  Cary, NC

  Permanent

  Not Disclosed

  Not Disclosed

  Consulting

Job Description

The Customer Technical Lead will leverage deep technical skillsets and knowledge to provide technical leadership, guidance, and support for customer engagements through implementation and configuration to production release into operations. You will have the opportunity to provide leadership for all aspects our hosted and remote managed application environments.
You’ll have the chance to collaborate with customers, analysts, developers, and implementation team members to deliver world class service.
You’ll be a part of building the foundation for ongoing reliability by defining key performance metrics aligned to the customer's success criteria.
This role will enable the team with training, mentoring, and best practices related to enterprise application technology, architecture, and support.

You will:

Provide 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, 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.
Facilitate actions as an Operations Administrator as required for tasks or issues with high complexity, increased urgency, or the potential for reduced effort or cost.
Ensure the client 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 customer service using a customer first and continuous improvement mindset.
Use IT Service Management best practices for change, incident, and problem management to meet and support Service Level Agreement requirements client Cloud customers.
Create and maintain service documentation including runbooks, knowledge base articles, and wiki content.
Configure, manage, monitor, and debug mid-tier software.
Manage, monitor, and maintain container-based applications deployed in cloud container services.
Develop tools and software to manage the client and third-party software.
Diagnose, document, report, and resolve system problems.
Work directly with external customers and interface with other support teams and vendors.
IBM LSF Platform administration and management.
Participate in a 24x7x365 on-call rotation.

What we’re looking for :

Bachelor's degree or equivalent work experience.
5+ years of technical experience including:
2+ years of experience of SAS Administration or support
2+ years of experience in systems support, user support, customer support, consulting, or training for enterprise class software and/or hardware.
2+ years of experience with UNIX or Linux supporting enterprise class applications.
You’re curious, passionate, authentic and accountable.
These are our values and influence everything we do.

The nice to haves

Knowledge of LSF cluster management
Experience monitoring cluster performances, job resource usage
Familiarity with cloud-based 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
Deploying and managing JavaEE web application.
Java or Web development experience

Note :

Ability to travel up to 10% of the time.
This role has the opportunity to be remote based in US .
VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.