Cloud Technical Lead

What We Do:

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 Youll Do:

In this role you will assist the SAS Cloud practice to position itself as leader in providing managed services throughout the Data Analytics industry.

The Client Technical Lead for the SAS Cloud team in SASs Cloud and Information Services (CIS) division you will be responsible for all aspects of our hosted and remote managed SAS application environments. 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 customers success criteria. Through documentation automation and knowledge management you will enable global teams to respond quickly and efficiently to operational incidents.

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 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.

As a Cloud Technical Lead you will:

• Articulate an innovative SAS technical approach / solution based on your understanding of clients business and technical needs
• Engage with key client counterparts as technical solution / subject matter expert on SAS Cloud
• 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 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.
• Manage monitor and maintain container-based applications deployed in cloud container services.
• Work directly with external customers and interface with other support teams and vendors.
• Be a trusted advisor to the client pro-actively educate and guide discussions to support the operational teams.

To be successful in this role you will require:

• 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.
• Demonstrated ability to work cross functionally
• Familiarity with PaaS XaaS and SaaS businesses metrics goals challenges
• Proven strong executive leadership and decision-making abilities
• Strong communication skills ability to articulate and sell a vision internally and externally
• Strong execution skills and the ability to drive action and accountability
• 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 possibilities and not obstacles

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