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Cloud Service Delivery Engineer
Austin, TX (Remote)
About us
Advanced Solutions International is a well-established, well-regarded global software company focused on helping not-for-profits and membership organizations grow revenue, reduce expenses, improve performance, and engage and serve members and donors through innovative software solutions.
About our position
ASI has an exciting opportunity for a Cloud Service Delivery Engineer to work with our cloud services team to ensure the effective, cost-efficient, and consistent delivery of service support processes to clients, with a focus on SaaS product performance optimization. This customer-facing role is expected to proactively identify customer issues and needs by maintaining an excellent relationship with end-users and stakeholders.
What you’ll be doing
- Monitoring and leading the Cloud Services response team, help desk, and VIP support functions to ensure optimal service and client satisfaction.
- Maintaining and improving upon high performance levels for service delivery and related processes, ensuring that appropriate systems, procedures, and methodologies are in place to support outstanding service delivery.
- Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.
- Developing a deep understanding of SaaS products to gain insights into the scope of service delivery.
- Creating strategies for service delivery optimization by analyzing third-party and internal processes, making recommendations for improvement, and implementing upgrades to improve service delivery.
- Providing accurate and regular reports to management on service delivery performance.
- Providing technical expertise, accountability, and ownership in diagnosing and resolving service delivery issues, including determining workaround solutions or escalation to service owners.
- Demonstrating forward thinking with respect to how technology can support ASI’s strategic goals.
- Building strong, collaborative relationships with teams and stakeholders to enable effective dialogue exchange between departments.
- Advocating and helping define cloud architecture vision from a strategic perspective, including internal and external platforms, tools, and systems.
- Completing yearly professional development initiatives.
- Mentoring, coaching, and developing team members.
- Addressing Issues Management queue items in a timely fashion and closing as required.
- Performing other job-related duties and responsibilities as may be assigned.
What we want you to have
- Bachelor’s degree in Computer Science, Engineering or relevant field
- 5+ years relevant work experience
- Excellent written and verbal communication skills
- Ability to work well independently and collaboratively in a high-pressure, fast-paced technology environment
- Proficient in Microsoft Azure Applications Insights instrumentation and data analysis
- Demonstrated ability to lead both in-person and virtual teams
- Experience in dealing with third party provided services
- Exceptional customer-facing skills
- In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
- Solid resource planning and problem-solving skills
- iMIS systems management experience
- Demonstrated understanding of .NET and related technologies; virtualization technologies (preferably Azure); IIS technology; and Microsoft operating system and applications knowledge,
What we offer
ASI has been operating for more than 30 years and has perfected the employee-first culture with a fun, friendly, and casual work environment. We encourage new ideas, fresh perspectives, and positive attitudes and offer the following employee benefits:
- Generous Paid Time Off
- Medical, Dental, and Vision Insurance
- Life and AD&D Insurance
- Flexible Spending Account
- Healthcare Savings Account
- Wellness Benefits
- 401k Retirement Plan with Discretionary Match
- Opportunities for Professional Growth and Development
- Volunteer Time Off
- Study Leave
- Employee Assistance Program
- Hybrid/Remote Work
Join our team and positively impact thousands of ASI customers around the world! www.advsol.com/careers
ASI for All
ASI’s commitment to diversity and inclusion stems from our core values of Courage, Excellence, and Respect. We value and respect different perspectives — and those who have the courage to share their experiences and challenges — and provide a supportive environment where ASI team members can grow and develop while delivering excellent products and services to our clients. In furtherance of our mission to keep our clients for life, we are committed to cultivating an inclusive work environment that reflects the varied non-profit and membership organizations we serve worldwide. ASI provides equal opportunities to all employees and qualified applicants for employment without regard to race, religion, color, age, sex, national origin, sexual orientation, gender perception or identity, marital status, disability, veteran status, or any other legally protected category. Applicants requiring accommodation in the application and/or interview process should notify the ASI Human Resources Department at …@advsol.com.
If you or someone you know may be interested in this position, please have them apply here.
