What are the responsibilities and job description for the Manager, Cloud Engineering position at Ellucian?
Together we are powering the future of Higher Education
Where you will make an impact
o Contract dates
o Contract scope
o Customers in Pipeline
o Coaching or mentoring needs of team
o Escalations for customers
o Potential service gaps
o Reported poor work execution
What you will bring
o Equivalent experience accepted on: Puppet, Chef, Docker, Gradle, JavaScript, Packer, Perl, and PHP
o Network Software: Fortinet virtual router and switches; Aviatrix SD-WAN; OPEN VPN virtual VPN appliance, OKTA MFA
o DNS Management Software: TCP Wave
o DNS Technology: AWS Route 53, and AWS DNS Resolver
o SSL Cert Management: DigiCert
Hiring Type: Full - Time
Level of Experience: Management/Sr. Management
Remote: Yes
Travel Required: None
Here at Ellucian, we are motivated by a mission ~ the power of education to transform lives and change the world. We are the global market leader in EdTech for Higher Education, serving more than 2,700 customers and reaching over 26 million students in 50 countries. We are dedicated to helping Higher Ed thrive by transforming their institutions to agile, digitally connected campuses that enable student success.
About the opportunity
Manager Cloud Engineering at Ellucian are in a key management role for our Cloud services and customers. Teams reporting to you will be responsible for customers’ tactical execution and strategic relationships. As a manager teams with multiple skillsets, priorities and responsibilities, you will be responsible for bridging the gap and ensuring all teams deliver high quality work on schedule in a metric-based work environment. As the manager of these assurance teams, who support customers daily, you will need to set clear expectations which stress seamless internal team coordination and grow each customer’s confidence in our services delivery.
Where you will make an impact
- Accountable for assigned team providing delivery support and automation in such a way as to focus on contractual SLAs and internal SLOs; delivering high uptime for our customers
- Always know the following detail about their region:
o Contract dates
o Contract scope
o Customers in Pipeline
o Coaching or mentoring needs of team
- Be aware of and drive solutions for:
o Escalations for customers
o Potential service gaps
o Reported poor work execution
- Ensure team is continually prepared to support applications for their customers
- Identify problems with a focus on saving team execution time
- Accountable for ensuring technical delivery is to global standards
- Validate technical teams are meeting metric requirements for responsiveness, quality & completeness
- Assign work to technical team, including daily scrum meetings with teams to ensure proper coverage and responsiveness to open and upcoming work
- Ensure team is adequately skilled to manage customer delivery
- Owns the responsiveness of ticket completion
- Owns quality and completeness of internal and external customer documentation
- Collaboratively ensure runbooks are known and followed consistently across all services
- Supports troubleshooting of escalated issues
- Drive root cause analysis including problem identification, prevention, automation and solutioning
- Adhere to and hold staff accountable to Cloud ITSM practices
- Identify process gaps and participate in and/or own improvements
- Communicate with entire team on the goals, objectives and directives of the entire Cloud Business Unit
- Be aware of team culture and drive positive cultural adoption
What you will bring
- Proven professional and technical experience with 8 years of industry experience
- Knowledge of Higher Education Processes, Policy and Procedures
- Proven work ethic and critical thinking skills; show casing collaborative results in a fast-paced, high-volume, matrixed organization
- Proven ability to quickly summarize and communicate complex information for multiple audiences.
- Proven technical and functional knowledge of ERP or Complex Business Applications
- Possesses strong sense of ownership and understanding of customer priorities to ensure positive outcomes
- Experience being flexible and versatile while driving to customer-focused solutions
- Experience managing a team toward defined goals, objectives and directives
- Must also be able to structure and facilitate meetings
- Superior presentation, verbal and written skills, excellent customer service, as well as high attention to detail
- Proven experience collaborating with cross functional global and remote teams with diverse backgrounds
- Proven experience with scrum development methodology
- Experience writing process requirements, technical design documents, and standard operating procedures.
- B.S (Computer Science/Engineering) and/or one of the following:
- o AWS certification(s)AWS Certified Developer, AWS Certified DevOps, AWS Certified SysOps or AWS Solutions Architect certification preferred
Or
- o Equivalent OCI, Azure, or GCP certification
- ITIL Foundation Certification preferred
- 5 years of experience in multi-region, multi-tenant SaaS or PaaS environment
- 5 years of experience with AWS platform, preference for, but not limited to: AMI, EC5, EBS, ELB, IAM, KMS, RDS, S3, SNS, VPC, Route 53, CloudWatch, Lambda, provisioning systems, security groups, backups, restore, and disaster recovery
- 5 years of experience troubleshooting Oracle database performance using AWR & ADDM reports and grid control
- 5 years of experience with enterprise scale Linux and/or Windows administration including AD and ADFS
- 5 years of experience in supporting, maintaining, and using Ellucian products such as Banner or Colleague
- 5 years of experience in developing and deploying automation, CLI and API scripting using multiple tools
o Equivalent experience accepted on: Puppet, Chef, Docker, Gradle, JavaScript, Packer, Perl, and PHP
- 5 years of experience in web-based application development using Python, Apache, Tomcat, IIS, and Nginx.
- 5 years of experience in network administration including DNS, IPAM, VPN, SSL certificates, and firewalls
- Proven experience with Network Vendors. Preferred combination includes the following:
o Network Software: Fortinet virtual router and switches; Aviatrix SD-WAN; OPEN VPN virtual VPN appliance, OKTA MFA
o DNS Management Software: TCP Wave
o DNS Technology: AWS Route 53, and AWS DNS Resolver
o SSL Cert Management: DigiCert
What makes #Ellucianlife
- Comprehensive health coverage: medical, dental, and vision
- Flexible time off
- 401k & Bright Plan - to help you save for the future
- Thrive Flex Program that allows you to contribute towards your health, financial or learning interests
- 5 charitable days to support the community that supports us
- Diversity and inclusion programs that promote employee resource groups such as: Women in Technology, Pride and Go Green to name a few.
- Parental leave
- Employee referral bonuses to encourage the addition of great new people to the team
- We Foster a learning culture with:
- Tuition Reimbursement Assistance
- Professional development opportunities
#LI-PB1
#LI-remote
Additional Information:
Hiring Type: Full - Time
Level of Experience: Management/Sr. Management
Remote: Yes
Travel Required: None
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