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Infrastructure Senior Analyst/Level

Job Location: GA - Atlanta

Regional Description: Southeast

Job Number: 00516510

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- Job description

The role of the IS4APP Service Delivery Lead (SDL) is a technical lead position providing leadership, oversight, technical guidance, and service delivery for APP Cloud environments.  Responsible for providing proactive support, monitoring, problem resolution, troubleshooting and diagnosis across an assigned APP Business Unit, with the support of the shared cloud operations team (CSS). 
•             Govern end to end delivery for the Business Unit/Client
•             Responsible to know and meet all the contractual commitments
•             Developing relationship with client leadership and client team
•             Support live operations and work closely with account team to ensure contractual SLAs are met
•             Working closely with application and engineering teams to successfully transition new solutions and standards into the operational environment
•             Financial management  for the BU
 
Skills
  • Strong understanding of public cloud technology with a broad understanding of infrastructure - designing and supporting infrastructure services
  • Deep technical expertise – OS Administration (Windows Server, Linux/Unix), and preferably in other areas, including networking, security, shell scripting,
  • Cloud Computing – Microsoft Azure and/or Amazon Web Services (AWS)
  • Experienced in operations (ITIL based) and outsourced IT Infrastructure Solutions
  • Familiarity with ITIL processes and experience in working within production environments
  • Experience working with off-shore and distributed teams
  • Experience with disaster recovery and business continuity
 
Cloud BU SDL Job Description/Responsibilities
 
•             Responsible for Portfolio of Products/Clients – by Business Unit, reporting to CSDM
•             Support live operations - work closely with account team / product lead to ensure contractual SLAs are met (engagement with the customer is not part)
•             Incident/Problem: Middle of escalations / issue - ensure active outages are being worked and that service is restored to the customer ASAP.  Work with account team to ensure outage bridge is open/staffed continuously
•             Once stable - ensure outages are recorded and that related problems are tracked, pushed to, and closed,  on completion
•             Attend the Daily Cloud Operations Meeting (DCOM) – to review operational status and project issues with CSS leadership
•             Change: Operations lead for Change Advisory Board; attend (w/CSS product SME) to provide technical knowledge to ensure changes are reviewed and handled per CAB processes and governance
•             Incident and change management tool optimization, leveraging AMT IO toolset, make sure queues and processes are defined and team is properly updating tools, tickets, etc.
•             Partner with account (technical and product) teams to understand SaaS vision/strategy
•             Financial and billing support – assist CSDM and each Account Lead in reviewing and managing infrastructure spend
•             Support optimization of cost & quality.  Attend Monthly Capacity Review  (look at optimization through process or technology)
•             Attend the weekly Cloud Operations & Risk Management meeting(s)
•             Manage the generation of regular operational reporting
•             Identify project work separately from Run
•             Create weekly status reports for Business Unit – to be delivered to CSDM
•             Periodic review and maintenance of the run book (make sure CSS always has updated procedures for everything and that current procedures are updated when a defect or enhancement opportunity is identified)
•             BC - Quarterly test restores, understand/document the restore steps for each tier
•             How can the cloud platform make this seamless

•             Review daily/weekly/monthly/quarterly checklists, and the execution of.

Qualifications:
 
Education:
  • Bachelors degree in Computer Science, Information Systems, Electrical Engineering, or a related field preferred
  • Equivalent experience to the above
 
Work Experience:
  • Two-plus years in roles designing related cloud architecture and infrastructure
  • Total of three-plus years in relevant experience

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