Cloud Operational Support and Service Manager mfd
Cloud Operational Support and Service Manager mfd
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Job Description
ZONTAL offers the leading data platform for the life science industry. We make digital transformation a reality as we deliver game changing solutions to some of the most complex enterprises. We reduce IT overhead enable AI/ML applications optimize timetomarket and increase compliance. ZONTAL has offices in the US Europe and Asia. Together with our integration and service partners ZONTAL supports our customers globally in any country and any time zone.
CLOUD OPERATIONAL SUPPORT AND SERVICE MANAGER:
ZONTAL is seeking an experienced Cloud Operational Support and Service Manager to lead the development and continuous improvement of all cloud operationsrelated activities. You are experienced in the AWS service stack. You have experience proactively building robust cloud management processes while also continuously seeking and integrating customer input for improved outcomes. You are driven by data the automated collection thereof as well as clear reporting to internal and external stakeholders. You bring strong empathy and a calm demeanor to managing customers along with impeccable communication skills.
Tasks
- Lead and/or facilitate the development of processes that continuously improve cloud operations including automation data collection monitoring/reporting etc.
- Accountable end to end for the health stability and performance of production cloud AWS products and solutions in the customers production environment.
- Be intimately aware of customer SLAs related to services and support domains and utilize data to ensure goals are met or exceeded.
- Be a responsible steward and accountable gatekeeper during the change management process ensuring all changes and releases to customers environment are ready for migration/deployment and maintain environmental stability and health.
- Lead high impact incidents and bridges and lead the RCA/CAPA processes to eliminate reoccurrences.
- Manage escalations effectively and quickly.
- Manage level 2 and 3 support team members in multiple regions.
- Oversee the service desk and related processes including ticketing.
- Ensure the IT Service Management environment delivers maximum value to the customers is adopted and overall increases visibility and manageability and decreases response and resolution times.
- Apply strong ITIL experience and drive ITIL best practices standards and processes through the organization.
- Serve as a key voice of the customer to the company including executives development delivery sales and support.
- Able to manage multiple tasks simultaneously and be an excellent selfstarter and selfmanaged member of the team.
- Track manage coursecorrect and generate/present reports for customer contracts and SLAs based on system KPIs. Engage in and help lead regular discussions and meetings reviewing product and team performance and areas for improvement. Ensure alignment with customer on all issues and their urgency impact and severity.
- Collaborate with and across Agile teams to design develop test implement and support technical AWS and related solutions.
- Understanding and knowledge of AWS stack including EC2 ALB S3 IAM EKS serverless (e.g. SNS SQN Lambda dynamoDB) and similar services
- Partner with developers and architects as needed champion design and implement supportability and observability into businesscritical cloudbased Platform solutions with automationfirst mindset observability container design patterns and best of breed cloud tools and architecture practices.
- Lead Disaster Recovery and Business Contingency Plan development and testing. Ensure repeatable documented success per required cadence.
Requirements
- 4 years prior management/supervisory experience
- 5 year degree in Information Systems or equivalent work experience.
- 2 years of experience with AWS Cloud Solutions including monitoring/observability.
- 2 years experience with ITSM tools implementation and practices such as ServiceNow and JIRA Service Management.
- ITIL Certification highly desired.
- Prior experience with developing in Python Powershell Javascript C# Java etc and ability to write/execute SQL and other scripts.
- 2 years of experience in the Life Sciences space. Laboratory and Clinical Data experience highly preferred.
- 1 years of experience with configuration management solutions.
- 1 years of experience with network/server configuration for automated software deployment
- Excellent troubleshooting skills across technology types layers and with integrations and data issues.
- Located in Germany or Europe
Benefits
- Strong experience with systems IT operations process improvement and best practices of the same.
- ITIL Certification highly desired and expertise is mandatory.
- Comfort with frequent incremental code testing and deployment.
- Exposure to Continuous integration (CI) continuous delivery (CD) infrastructure as code microservices monitoring and logging.
- Comfort with collaboration open communication and reaching across functional borders.
- Willing and able to help define and improve lifecycle processes.
- Ability to handle difficult customer issues and situations and possess strong collaboration and conflict resolution skills.
- Adherence to policies procedures and documentation standards.
- Excellent verbal and written communication skills with an ability to go deep technically yet be able to deliver communications concisely and effectively to various audience levels and types. Need to have good visual presentation skills lead with data to deliver and deliver a clear message.
Employment Type
Full Time
