Cloud Operational Support And Service Manager (Remote)

ABOUT US:

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 time-to-market, 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 operations-related 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.

KEY RESPONSIBILITIES:

• 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 customer’s 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 customer’s 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 re-occurrences.
• 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 self-starter and self-managed member of the team.
• Track, manage, course-correct 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 business-critical cloud-based Platform solutions with automation-first 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.

EDUCATION AND EXPERIENCE:

• 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

ADDITIONAL ELIGIBILITY REQUIREMENTS:

• 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.

HOW TO APPLY:

Send us your résumé with salary expectations and desired start date via LinkedIn.

If you have any questions upfront, please do not hesitate to contact us.

We are looking forward to your application!