Engineer, SaaS Ops & Delivery

Location: Cary, NC, United States
Date Posted: 08-29-2016
Position Role/Tile: Engineer, SaaS Ops & Delivery
Location:Cary  , NC​​.
Requisition #: 5923982

If Primary Focused on Systems Administration: This position is responsible for supporting the daily activities of platform, configuration and operation of business systems. Serves as point of contact for troubleshooting problems and for the delivery and configuration of new services or functionality. Actively escalate issues and/or problems to insure timely resolution and notification. Provide responsive off-hour support.

If Primary Focused on System and Platform Administration: This position is responsible for verification that the service is implemented to the stated requirements and validation that the service functions as designed. Create user stories, execute functional and customer use cases, focused tests that verify the accuracy and reliability of assigned service meets stated requirements.

If Primary Focused on Platform Administration and Related Services: This position is responsible for administering solutions for systems using network, server, storage, and computing platforms including of Service Oriented Architectures (SOA) and Cloud architectures. Administer the core of the IT infrastructure. Implement enhancements that will improve the performance and reliability of the system. Support various platforms including operating systems, applications, and possibly databases. Install, modify, monitor, and support services, enterprise application integration (EAI), SOA, databases, utilities, internal networks and Internet/intranet related tools.

Key Responsibilities:

If Primary Focused on Service Delivery:
Put forward accurate time estimates of work to be done on a project
Complete all scheduled tasks on time
Develop customer focused test plans
Set-up and maintain testing environments
Perform test cases and maintain associated test records
Develop and utilize automated test scripts to perform duties
Record issues into a defect-tracking system
Follow-up and close issues entered into the defect-tracking system
Escalate issues to a higher level where issue resolution is not achieved within a reasonable amount of time
Provide information to technical documentation (i.e. SOP / Runbooks)
Review product documentation (SOP / Runbooks) for operational accuracy
Work with development team to understand assigned modules/new product features for the purpose of developing test cases
Participate in the design spec reviews to understand design, contribute quality requirements and ensure testability
If Primary Focused on System and Platform Administration
Install, upgrade, support SaaS Services
Able to research and comprehend new SaaS Services as well as 3rd party applications
Able to take ownership and be accountable of processes or applications
Resolve complex business issues through hands-on technical solutions
Manage and execute deliverables and timelines within work stream
Resolve issues through self-research, peer groups networks, or discussion forums
Represent area of sub expertise in integration sessions and business forums with moderate Supervision. Make and communicate decision made within these sessions.
Adheres to systems implementation methodology
Monitor enterprise application integration (EAI), service oriented architecture (SOA), system, server, application, and network performance following operator and control instructions. Maintain tools that support and automate processes for service release.
Modify, maintain, and update services. Manage platform end user accounts, permissions, access rights in accordance with best practices regarding privacy, security and compliance.
Manage the load of configuration of platforms and systems and make recommendations for purchase or upgrade of services.
Provide daily operations analysis, support, troubleshooting and maintenance of systems. Monitor proactively to provide stable, dependable services. Execute operational jobs and activities to successful completion.
Participate as a project team member and work on project

Tier 2 team, customer facing. Maintain a SAS offering called eHelp. Taking tickets and working with customers to resolve issues and technical troubleshooting. 
Not first line of defensive- more technical. Debugging code and troubleshooting issues, digging through log files. (Service management team next escalation) work with development team. 
Intermediate level technical position. 

2-4 years' experience. 
1. Linux – command line work – navigate through command prompt, search through log files (environments run on Solaris) 
2. Database technologies - Oracle/MySQL – create select statement and pull data out database 
3. Windows Server - minimal knowledge, system administration 
4. Ticketing system knowledge/call logs 
5. Strong communication/Phone skills

Central Business Solutions, Inc,
37600 Central Ct.
Suite #214
Newark, CA 94560.
Central Business Solutions, Inc(A Certified Minority Owned Organization)
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Central Business Solutions, Inc
37600 Central Court Suite 214 Newark CA, 94560
Phone: (510)-713-9900, 510-573-5500 Fax: (510)-740-3677
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