Job Description

Company Description

QAD is building a world-class SaaS company, and we are growing. We are looking for talented individuals who want to join us on our mission to help solve relevant real-world problems in manufacturing and the supply chain.

We are a virtual first company and your primary work experience will be virtual / working from your home. Occasional travel to a physical office may be required to enhance working relationships, collaboration, design, strategy and alignment.



QAD is seeking a Team Leader, DBA. This integral position will oversee the Cloud Operations DBA team. Ensures that all necessary resources are available, motivated, trained and supported to resolve technical and database issues reported by customers related to QAD Cloud Operations service delivery, products and technologies. Ensures that: LEAN problem solving and evidence-based decision making are employed; QAD Cloud analysis processes are followed; the team maintains the most current levels of knowledge for Progress database, Progress ubroker components, Tomcat and SQL database performance tuning; Cloud Operations processes are followed for customer issue response including the immediate team assembly for Sev 0 incidents and all high impact incidents including driving/supporting RCAs as needed. In conjunction with senior management, responsible for hiring, training & development, career development and performance management of team members. Actively manages the team workload so that Cloud Operations service delivery metrics are achieved and surpassed with quality results provided to customers. Acts as the first point of escalation for the team and is responsible for managing escalated issues. Follows up with customers in relation to complaints and ensures customer satisfaction regarding all customer issues handled by the team.

What you'll do:

• Demonstrate thorough understanding of Cloud Operations Service Delivery processes and QAD policies.
• Help ensure that customer environments operate at the highest level of optimization, performance and availability through a continuous improvement approach and matching environment tuning to the dynamic processing demands of the customers.
• Regularly monitor customer issues/concerns and address them as needed.
• Drive resolution of escalated issues including those of high severity and impact; involve senior management as appropriate.
• Ensure ISO Internal audit readiness and team compliance with process requirements, procedures and quality standards.
• Ensure service level (SLA), quality & productivity targets and indicators of Cloud Operations team are achieved.
• Enable achievement of the strategic objectives set for the team and adherence to service delivery pillars and competencies. Manage resource scheduling and utilization
• Monitor database and system performance and implement system-wide changes to enhance overall system performance and operation.
• Write documentation (User Manuals, Build Instructions, Standard Operating Procedures, etc.) to support deployment to the customer.
• Address system down situations and system performance degradation on priority.
• Efficiently analyze root cause for issues and also take-up recommendations from the root cause analysis, so as to prevent such issues in the future for the same customer or sometimes on a global basis for the entire Cloud base.
• Monitor and report on database health and performance on need basis. Ownership should be demonstrated as a primary factor in all desired involvements.
• Create and validate test plans for system changes prior to deployment.
• Address comments from the Change Advisory Board prior to deployment of system/database level changes and also advise the Board for streamlining of instructions/validations as and when required.
• Coordinate with customer, peers or client manager as needed and provide updates as required.
• Most importantly, automate and script system database tasks, streamline processes and perform standard administration functions as needed to maintain clean database environments.
• Also, help in automating the daily repetitive tasks so as to keep focused on complex and emergency issues.
• Create, deploy, test and maintain backup and recovery plans. Perform Backup and Recovery of controlled databases. Devise and implement enhancements to currently configured policies for environments.
• Participate in rotational 24/7 support of existing customer environments and Go Live opportunities.
• Evaluate performance and define bonus targets for the team based on department goals. Interview, select and train resources; coach and mentor team members for performance improvement, professional and career development. Ensure accuracy, understanding and delivery of team performance management reports. Foster team's proficiency in new product technologies by organizing or overseeing participation in formal and informal training. Handle day to day people issues of team members.
• Provide recommendations for process improvements. Working with global teams, drive improvement projects in wide range of areas including process & technology. Support, implement and institutionalize the Cloud Operations Service Delivery model and associated process, tools & procedures
• Provide input on various planning projects, including Strategic planning and objective setting at the start of each fiscal year, and on financial/budgeting aspects of the business.

Qualifications

What You'll Need:

• University education in engineering or computer science, or equivalent experience. ITIL & System certification preferred. For internal candidates QAD product certification required.
• Minimum 8 years' experience in Progress DBA.
• Deep understanding of Progress database technology and of Progress performance tuning and best practices for ensuring environment stability is essential. Knowledge of SQL and Tomcat performance tuning, Linux and Windows operating systems administration, and standard business applications required. Exposure to .Net & Java would be advantageous.
• Strong analytical and problem solving skills. Knowledge of ISO standards a plus. Excellent communication and interpersonal skills. Proven Leadership ability.

Additional Information

• Your health and well being are important to us at QAD. We provide programs that help you strike a healthy work-life balance.
• Opportunity to join a growing business, launching into its next phase of expansion and transformation.
• Collaborative culture of smart and hard-working people who support one another to get the job done.
• An atmosphere of growth and opportunity, where idea-sharing is always prioritized over level or hierarchy.
• Compensation packages based on experience and desired skill set

About QAD:
QAD Inc. is a leading provider of adaptive, cloud-based enterprise software and services for global manufacturing companies. Global manufacturers face ever-increasing disruption caused by technology-driven innovation and changing consumer preferences. In order to survive and thrive, manufacturers must be able to innovate and change business models at unprecedented rates of speed. QAD calls these companies Adaptive Manufacturing Enterprises. QAD solutions help customers in the automotive, life sciences, packaging, consumer products, food and beverage, high tech and industrial manufacturing industries rapidly adapt to change and innovate for competitive advantage.

QAD is committed to ensuring that every employee feels they work in an environment that values their contributions, respects their unique perspectives and provides opportunities for growth regardless of background. QAD's DEI program is driving higher levels of diversity, equity and inclusion so that employees can bring their whole self to work.