Desired Skills and Experience
- Track anomalies to establish trends and prioritize remediation activities.
- Capture event and incident metrics to support service availability and quality reporting.
- Identify continual service improvement opportunities and prioritize by business value.
- Be responsible for incident remediation and prevention to senior management and business stakeholders.
- Demonstrate continual improvement in business value of operations through operational and cost efficiencies.
- Set goals for SaaS operations that relate to business objectives.
- Coordinate service upgrade, migration and maintenance activities across departments.
- Assure operations process documentation is delivered and maintained.
- Oversee operations shift coverage spanning global time zones and 24x7 service availability assurance.
- Prioritize incoming workloads by managing delivery expectations, negotiating priorities, and providing options that meet budgetary and business goals.
- Bachelorâs degree in Computer Science, MIS, or related fields
- Experience with leading the installation, configuration, tuning, deployment, and monitoring of web-based applications and related middleware.
- 5+ yearsâ experience in senior systems administration support of n-tier web-enabled service application environments and technologies.
- Expert in Windows and Linux environments (CLI, sys admin)
- Expert in Linux shell scripting and commands
- Expert in Shell (bash/PowerShell) and Perl scripting
- Expert in file transfer and encryption protocols (FTP/SFTP/SSH/SCP, GPG/PGP)
- Experience with technical leadership of teams that deliver highly available services
- Experience in monitoring and automation of system administration / operational tasks
- Experience with issue tracking systems and escalation procedures
- Flexible and willing to work in a dynamic environment with new challenges and evolving priorities on a weekly basis
- Ability to prioritize and manage multiple tasks concurrently
- Minimum of 5+ years of IT Operations role or client/customer support experience
- Professionalism at all times, especially when resolving customer challenges
- Proficient with MS Office (Word, Excel, PowerPoint)
- Effective time-management skills
- High levels of organization
- Excellent communication abilities
- Experience with leading the migration of systems and infrastructure between data centers or into cloud hosting solutions
- Experience with configuring and maintaining virtual servers
- Experience with application performance assessment and improvement
- Experience with AWS cost optimization and service management
- Experience with distributed team leadership