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DesjardinsCloud Computing Platform Administrator
Cloud Computing Platform Administrator responsible for maintaining CI/CD tools for Desjardins Group. Involved in DevOps practices and application security integration.
About the role
- Act as a Primary Point of contact for SAS Cloud Customer to drive time to value and ensure optimal customer experience and value realization.
- Champion and advocate for the customer experience (voice of the customer) - provide a white glove service by establishing strong, long-lasting customer relationships built on trust and transparency.
- Ensure timely delivery of customer ecosystems by effectively leading delivery projects.
- Provides real-time management of assigned enterprise accounts to ensure customers can meet their business goals by leveraging SAS technologies and managed application services.
- Accountable for customer Service Level Agreements, including critical situation management which may occur outside of normal business hours.
- Manage a highly complex and varied portfolio of solutions and managed application services that may have a global footprint and require engagement outside of normal business hours.
- Proactively manage customer lifecycle journey with SAS, provide attention and escalation for urgent issues or concerns, effectively collaborate internally to achieve desired outcomes.
- Apply critical thinking on service issues to drive issue resolution, ensuring root cause analysis and corrective action are taken with the appropriate teams.
- Accountable for contractual budget management, ensuring profitability.
- Identify and implement process improvements based on a data driven approach.
- Communicate with internal stakeholders creating awareness and visibility into issues impacting customer health.
Requirements
- Language Requirement: This role requires fluency in English.
- Additional proficiency in French is strongly preferred and will be considered an asset.
- Security Clearance Requirement : Candidates must be eligible to obtain Canadian government security clearance and maintain the clearance throughout their employment as they will work in a protected space.
- At least 5 years of service account management, customer success management, consulting, or related role experience.
- Bachelor’s degree in Computer Science or a related quantitative field.
- Serves as the Cloud Service contact for multiple, concurrent, customer projects for various solutions.
- Provides input into the design and documentation of internal processes and drives innovation.
- Leads complex meetings with a broad range of customers, internal teams, and/or industry personnel.
- Prevents issues before they arise with proactive planning and regularly scheduled cloud service reviews - proactively manages stakeholders to prevent or minimize escalations.
- Serves as a mentorship resource or subject matter expert to other team members.
- Engages with customer stakeholders to collaborate on the definition of customer success criteria.
- Develops methods to measure and track performance against success criteria.
- Establishes appropriate methods to report and share customer experience performance.
- Proposes and leads cross functional initiatives for continual service improvement.
Benefits
- Comprehensive medical, prescription, dental and vision plans and a health care spending account.
- Short- and long-term disability plans.
- Group RRSP matching program.
- Gym membership and fitness equipment reimbursement.
- Generous time away including vacation time, a variety of paid holidays, volunteer time off and unlimited sick days.
- Your well-being matters, and that’s why we support all dimensions of your well-being by offering programs that reduce stress and distractions to help you remain healthy and productive.
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