Cloud Service Delivery Engineer

1 week ago

Texas, United States Advanced Solutions International Full time

Cloud Service Delivery Engineer

About us

Advanced Solutions International is a leading global software company dedicated to empowering not-for-profits and membership organizations to grow revenue, reduce expenses, and improve performance through innovative software solutions.

About our position

We are seeking a skilled Cloud Service Delivery Engineer to join our cloud services team. As a key member of our team, you will be responsible for ensuring the effective, cost-efficient, and consistent delivery of service support processes to clients, with a focus on SaaS product performance optimization.

Key Responsibilities

  • Monitor and lead the Cloud Services response team, help desk, and VIP support functions to ensure optimal service and client satisfaction.
  • Maintain and improve upon high performance levels for service delivery and related processes, ensuring that appropriate systems, procedures, and methodologies are in place to support outstanding service delivery.
  • Take ownership of critical incidents, coordinate with resolution parties, and establish effective communication between stakeholders for post-incident reviews.
  • Develop a deep understanding of SaaS products to gain insights into the scope of service delivery.
  • Create strategies for service delivery optimization by analyzing third-party and internal processes, making recommendations for improvement, and implementing upgrades to improve service delivery.
  • Provide accurate and regular reports to management on service delivery performance.
  • Provide technical expertise, accountability, and ownership in diagnosing and resolving service delivery issues, including determining workaround solutions or escalation to service owners.
  • Demonstrate forward thinking with respect to how technology can support ASI's strategic goals.
  • Build strong, collaborative relationships with teams and stakeholders to enable effective dialogue exchange between departments.
  • Advocate and help define cloud architecture vision from a strategic perspective, including internal and external platforms, tools, and systems.
  • Complete yearly professional development initiatives.
  • Mentor, coach, and develop team members.
  • Address Issues Management queue items in a timely fashion and close as required.

Requirements

  • Bachelor's degree in Computer Science, Engineering, or relevant field.
  • 5+ years relevant work experience.
  • Excellent written and verbal communication skills.
  • Ability to work well independently and collaboratively in a high-pressure, fast-paced technology environment.
  • Proficient in Microsoft Azure Applications Insights instrumentation and data analysis.
  • Demonstrated ability to lead both in-person and virtual teams.
  • Experience in dealing with third-party provided services.
  • Exceptional customer-facing skills.
  • In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery.
  • Solid resource planning and problem-solving skills.
  • iMIS systems management experience.
  • Demonstrated understanding of.NET and related technologies; virtualization technologies (preferably Azure); IIS technology; and Microsoft operating system and applications knowledge.

What We Offer

ASI has been operating for over 30 years and has perfected the employee-first culture with a fun, friendly, and casual work environment. We encourage new ideas, fresh perspectives, and positive attitudes and offer the following employee benefits:

  • Generous Paid Time Off.
  • Medical, Dental, and Vision Insurance.
  • Life and AD&D Insurance.
  • Flexible Spending Account.
  • Healthcare Savings Account.
  • Wellness Benefits.
  • 401k Retirement Plan with Discretionary Match.
  • Opportunities for Professional Growth and Development.
  • Volunteer Time Off.
  • Study Leave.
  • Employee Assistance Program.
  • Hybrid/Remote Work.

Join Our Team

At Advanced Solutions International, we value diversity and inclusion and strive to create a supportive environment where our team members can grow and develop while delivering excellent products and services to our clients. We provide equal opportunities to all employees and qualified applicants for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender perception or identity, marital status, disability, veteran status, or any other legally protected category.

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