Description
Cloud Engineering Manager
Overview
Edifecs is seeking a Manager - Cloud Engineering to join our SaaS Services team. The Cloud Engineering Manager will be responsible for oversight of SaaS environment provisioning and infrastructure support. The incumbent leads a team of India-based, skilled system administrators & infrastructure engineers helping customers achieve great results with Edifecs SaaS solutions in a 24x7 shift-based model between Mohali, India and Bellevue, WA USA. The majority of supported infrastructure is within Edifecs-managed colocation facilities in the US with a smaller footprint hosted at several AWS regions in the US. The manager puts customers first and leads by example in ensuring high quality, SLA-driven support to Edifecs SaaS customers in the USA and across the globe. Duties can range from collaborating with Professional Services & application support teams for SaaS environment provisioning and configuration to leading troubleshooting and infrastructure incident response efforts. The Cloud Engineering Manager will provide technical expertise and contribute directly to the delivery & maintenance of the SaaS infrastructure as well as providing management responsibilities to the team. The successful Cloud Engineering Manager will continuously improve procedures and identify opportunities to reduce the cost of infrastructure operations through automation, process improvements and training.
What you will do:
- Lead and manage a Cloud Engineering team that provides SaaS infrastructure support during India daytime and evening shifts.
- Role is expected to be 50% team management & administrative responsibilities and 50% hands-on infrastructure support and project work.
- Coordinate daily operational priorities with US-based counterparts on the SaaS Services team.
- Provide performance feedback and support career development & advancement of the team
- Conduct regular 1-on-1 sessions with the team to ensure the team is aligned with corporate and departmental goals/objectives and provide opportunity to receive feedback and input from the team on day-to-day operations and strategic initiatives.
- Promote a positive & productive work environment for the team and exhibit & facilitate behavior which fosters good morale for the individuals on the team
- Manage shift & on-call rotations within the team
- Work with Edifecs SaaS Services leadership on refining strategy and operational direction for SaaS infrastructure services.
- Interface with Professional Services, Application Support, DevOps, Engineering, and other organizations as required to ensure timely & accurate delivery of SaaS infrastructure.
- Manage ticket workload distribution within the team of Cloud Engineers to ensure customer satisfaction and service levels are met and exceed the Customer's expectations.
- Manage and assist with setting priorities based on various factors such as customer escalations, infrastructure maintenance & upgrades, environment delivery and critical infrastructure deployments.
- Provide technical input, guidance and staffing support as necessary for customer escalations and environment down situations.
- Hire, mentor and develop Cloud Engineering staff members for the SaaS Services team in India
What you will bring:
- 8-10 years of experience in infrastructure operations/system administration with at least 2 to 4 years as a manager in a 24x7 SaaS/hosting organization.
- 8-10 years of experience in private cloud/data center environments
- 5-6 years of Windows/Linux administration
- 5+ years of technical support/systems engineer experience in a HOSTED/SaaS environment
- 4+ years experience supporting applications in AWS at an enterprise level - building solutions using AWS services such as EMR, RDS, lambdas, SNS, SQS, S3, EKS, Redshift etc.
- Advanced understanding of Network architecture and firewalls
- Advanced understanding / experience managing infrastructure that supports complex enterprise applications based on java technology, databases, messaging systems and operating systems.
- Verbal and written skills are top notch. Has an outstanding ability to empathize with customers and convey confidence, and is skilled with conflict resolution, presentation and small group facilitation skills
- Ability to juggle and prioritize a high-volume ticket workload and handle details accurately and in a timely manner under pressure.
- Strong knowledge and experience in infrastructure operations, tools, methodologies for complex enterprise scale solutions
- Must thrive in a fast-paced, results-oriented, collaborative environment.
- Must have extremely high energy and stamina to perform consistently and at a high level in a demanding Environment.
- A BE/BTech/MTech in Computer Science or related degree is required.
About Edifecs
Edifecs provides market-leading technology to its payer and health system customers, which serve nearly 300 million people in the U.S. healthcare market. For over 25 years, Edifecs has enabled customers to unlock greater value with their healthcare data management platform which includes its Best in KLAS healthcare interoperability cloud solution. Edifecs healthcare SaaS solutions, available on both public and private clouds, serve as the foundation that eliminates stakeholder friction to overcome healthcare's biggest challenges, including accelerating value-based payment adoption and obtaining more complete and accurate care funding for alternative payment models. Edifecs solutions are powered by AI that incorporates generative AI and LLMs, natural language processing, and machine learning, to provide deeper insights into patients, populations, and business processes. As new standards and regulations continually emerge from government agencies, Edifecs is a proven partner to support its customers road to evergreen compliance. Edifecs customers include 24 of the 25 top commercial health plans in the country, 29 of the 52 Medicaid programs, and 6 out of 10 of the largest health systems.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, marital status, or disability status. Our corporate credo of innovation, collaboration, customer-centricity, and integrity drive and inform all our actions and decisions. Please contact [email protected] for more information.
