Job Description

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Are you a problem solver, explorer, and knowledge seeker always asking, What if?
If so, then you may be the new team member were looking for. Because at SAS, your curiosity matters whether youre developing algorithms, creating customer experiences or answering critical questions. Curiosity is our code, and the opportunities here are endless.
What we do:
Were a leader in data and AI. 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 SAS Solutions across a global footprint of cloud providers and delivers more localized Remote Managed Services in strategic global locations. This is a global delivery and support team that is tightly matrixed with other regional service delivery Centers of Excellence and global resource hubs. The team is accountable for ensuring excellent customer experiences for all SAS Cloud customers.
What youll do:
This position has primary responsibility of the ongoing 24x365 service and support of new and established customers SAS Solutions for SAS Cloud customers. In addition to the primary function, this Manger will also have responsibility for resources within the Application Operations Pune office, assigned to APAC SAS Cloud customers/service delivery.
The daily major activities of these teams include:

• SAS Enterprise Software deployment and upgrades,
• Configuration and integration,
• System administration, monitoring,
• Incidents, Requests & Change Resolutions & management
• Third Week Maintenance Activities

In addition to the day-to-day operational management of the team, this role will interface with local and global leadership and act as an escalation point for the operational aspects of the Shared Services Center in Pune, India.
As an active member of the Pune SAS Cloud leadership team, you shall lead the Application Operations team with training, expertise, mentoring, and best practices related to enterprise application technology, architecture, and support. You will work with global Product R&D, Technical Support, and CIS teams to drive customer satisfaction and ensure service quality across all our SAS Cloud Hosted and Remote Managed Service environments.
You will guide and 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.
What were looking for:

• Curious, Passionate, Authentic and Accountable. These are our values and influence everything we do.
• Experience with managing & communicating with technical & non-technical personnel, in service delivery teams.
• Experience managing multiple priorities and effectively communicating expectations.
• Ability to effectively communicate in English, both written and verbal
• 7+ Years prior experience as Individual Contributor (Technical) with Enterprise Application Administration or Support (SAS Preferred), Integrations, Deployments
• 5+ years of recent management experience leading Operational service delivery teams that are customer-facing, and cloud focused.\
• 5+ years experience with demonstrated success in delivering and supporting mission-critical enterprise software services.

Primary Responsibilities:

• Management and Delivery for Application Operations services at SAS for hosted customers
• Management and professional development of highly motivated Operations engineers
• Handle escalations and assist in creation of RCAs in order to plan for future prevention and service improvements.
• Hire and retain outstanding talent focused on customer delivery and support.
• Ability to perform technical tasks assigned to the team.
• Providing technical input for installation/configuration/service/support of enterprise software for SAS customers hosted globally across private and public cloud.
• Research, analysis, and testing of new technologies.
• Development and implementation of standards.
• Define, measure and publish KPI's for the team on monthly basis.
• Roster management for 24/7 resources. Arrange for backups if required.
• Staff on-call engineers for the RMS team during weekends whenever required.
• Document and validate allowances and send them to finance every month.
• Acting as the primary contact for work streams and escalations
• Working across team boundaries for collaborative issue resolution
• Support global external and internal customers negotiating any challenges presented by different cultures, work practices, and time zones.
• Ability to work flexible business hours as required by global customers / business needs.
• As per need On-Call availability and Non-Business Hours work (Weekends & Holidays)
• Open and frequent communication on team dynamics, Delivery milestones and operational status
• Adopt and adhere to all ITSM processes, as defined by the Service Management team.
• Support and actively contribute to the successful establishment and capability growth of the Global CIS Shared Service Centre (SSC) and Centers of Excellence (CoE)
• Evangelize CIS internally and externally. Lead by example through behaviors in accordance with our Company Values, take ownership, and offer transparent, professional communication in all interactions.

Essential Skills:

• Bachelors degree in engineering, preferably in Computer Science, Computer Applications or a related discipline.
• Overall 11+ years of experience as an individual technical contributor + managing and supporting enterprise software environments.
• Talent Acquisition, Coaching, Development & Succession with proven ability to foster an environment of positive employee engagement and trust in a globally distributed organization.
• Should be able to do a performance evaluation/management for the resources aligned.
• Proven ability to manage, track, and prioritize escalations and incidents to deliver application services within stipulated SLAs.
• Problem-solving skills, Quick Learner and a can-do attitude.
• Attention to detail and accuracy - while maintaining a solid awareness of the xe2x80x98big picture.
• Ability to communicate with global peers and management in a clear, straightforward and effective way.
• Good knowledge of SaaS, CI/CD
• Ability to identify technical gaps/areas for improvement within application hosting and propose solutions.
• Troubleshoot software problems (installation/configuration/performance)
• Employee Development tools and techniques

The nice to haves:

• SAS Software Technical Expertise
• ITIL certifications and/or experience (ITIL v3/v4)
• Knowledge of Ansible, Docker, Kubernetes
• Experience in Microsoft Azure Cloud COMPUTE, STORAGE, NETWORK, SECURITY
• Scripting (Bash, Perl, Python, PowerShell etc.) experience
• Know-how Authentication techniques and their integration
• Ability to travel up to 10% of the time.
• JIRA/Confluence and ServiceNow awareness and usage
• Multi-lingual proficiency (English language is required)

SAS looks not only for the right skills, but also a fit to our core values. We seek colleagues who will contribute to the unique values that makes SAS such a great place to work. We look for the total candidate: technical skills, values fit, relationship skills, problem solvers, good communicators and, of course, innovators. Candidates must be ready to make an impact.
Additional Information:
SAS is an equal opportunity employer. All qualified applicants are considered for employment without regard to race, color, religion, gender, sexual orientation, gender identity, age, national origin, disability status, protected veteran status or any other characteristic protected by law. Read more: . Also view the supplement , and the notice
Equivalent combination of education, training and experience may be considered in place of the above qualifications. The level of this position will be determined based on the applicant's education, skills and experience. Resumes may be considered in the order they are received. SAS employees performing certain job functions may require access to technology or software subject to export or import regulations. To comply with these regulations, SAS may obtain nationality or citizenship information from applicants for employment. SAS collects this information solely for trade law compliance purposes and does not use it to discriminate unfairly in the hiring process.
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