Troubleshoot complex problems, provide software fault diagnosis, resolve operational issues, and interact with vendors and Deltek’s Engineering, Cloud Infrastructure and Customer Care teams.
Manage cloud server/storage deployments including promotion process, image management, data transfers, backup/restore, HA/DR
Schedule and deliver cloud server maintenance and software upgrades for SMB applications.
Analytics, Budgeting and Planning, including service packs, patches, hotfixes, and security configurations with minimal software down-time
Strive to provide 100% service uptime by monitoring system stability and performance to ensure system availability, reliability, and usability
Identify areas that require automation and work with Cloud Ops teams to remove reoccurring tasks.
Work with DevOps, Engineering and Infrastructure teams to implement and perform system upgrades via automation and CI/CD pipelines.
Monitor system resource utilization, errors & alerts trends for the purpose of problem management and capacity planning
Execute application database management (mirroring, replication, backups and disk space) and tuning activities/procedures.
Document system architectures, systems configurations, and technical operational processes and policies
Create and implement monitoring, procedures, tools and standards related to system and application security (e.g. intrusion detection, denial of service, configuration change, cross site scripting, SQL injection, OS patching, etc.)
Participate in 24/5 support Rota
Qualifications
5+ years combined experience supporting core-business critical applications
6+ years supporting enterprise computing platforms and systems, preferably at a SaaS vendor
Ability to interact (verbal and written) effectively with high level business and IT executives in large, complex customer organizations
Technical and operational interests and capabilities, including Microsoft Windows Server, MS SQLServer, Citrix XenApp, monitoring, automation technologies
Highly preferred – experience with server-less architectures.
Experience with and broad understanding of one or more SaaS providers – AWS, Azure, GCP or similar.
Advanced understanding of application high availability and disaster recovery strategies
Required - experience with automated deployment technologies, particularly CI/CD.
Experienced with scripting languages, strong Powershell knowledge is highly advantageous but T-SQL, Ruby, Python or others are also desirable.
Experience with enterprise monitoring and management tools
Knowledge of containers and microservices is advantageous but not required
Ability to work in high pressure, highly flexible environment against both short and long term requirements. Ability to identify risks and escalate accordingly.
Passionate about technology and solving IT operations-focused problems
Must be detail-oriented and task-driven. Customer service focus is key
Ability to work effectively within a team environment in and outside the organization to accomplish goals, objectives and to identify and resolve problems
