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Senior Cloud Application administrator

Location: 

Bengaluru, KA, IN

Req ID:  2129
Level of experience:  Mid-Career
Remote:  No
Travel Required:  0%-25%

At Ellucian, we’re motivated by a mission. Higher education is facing profound change. Shifting demographics and cultural perceptions, combined with declining support and rising expectations, are forcing colleges to do more with less. That’s where we come in. As true believers in the power of education to transform lives, we’re dedicated to helping all our customers thrive—not just survive—in these challenging times by transforming their institutions from the traditional paper-based colleges of yesterday to the agile, connected campuses of today. From cloud solutions built on world-class infrastructure to powerful analytics that drive successful planning, we lead the industry in building enterprise-class solutions tailored to institutions around the world.

 

Our passion and commitment for learning and continuous improvement drive us internally, too. From professional development to flexibility and work-life balance, we give our global employees the tools they need to succeed so we can all grow together.

 

Position Overview:

  • Application Administrators at Ellucian perform delivery of contracted services for our Cloud customers.  Ellucian cloud leverages the Information Technology Service Management (ITSM) framework in executing our day to day work; this includes request fulfillment (planned work), change management, incident management and problem management.  Delivery of contracted services includes day to day hands-on keyboard work based on established ITSM standards, architecture standards, methods of procedures and troubleshooting standards

 

Responsibilities:

  • Responsibility for and focus on delivering high uptime for our customers
  • Execute operational and maintenance activities via planned work
  • Ensure assigned technical work is planned prior to designated window
  • Validate supplemental teams needs to finalize assigned work are available and assigned
  • Execute assigned work based on plan, and designated maintenance window
  • Follow change management standards
  • Follow runbooks for common tasks
  • Recommend improvements to runbooks
  • Cover assigned rotation as an on-call resource
  • Participate in hand off processes/calls to ensure service delivery objectives are met consistently across all global teams
  • Incident Management
  • Rapidly troubleshoot incidents:
  • By leveraging service restorative actions
  • By understanding what causes most issues and the actions to mitigate those on your assigned technology stack
  • By understanding what actions will systematically eliminate the causes of common issues
  • Without doing more harm to currently impacted systems
  • Resolve incidents that Associate level cannot and incidents that escalate due to duration or impact
  • Engage appropriate support teams, including Engineers, to focus on increasing customer uptime
  • Create run books to address future occurrences of issue by clearly documenting steps taken to resolve the incident
  • Respond to tickets in a timely manner (meeting SLO’s)
  • Use and contribute to knowledge management documents for the scope of the related method of procedure
  • Communicate with Enterprise Operations Center regarding monitors
  • Interface with Cloud Assurance Managers, Application Managers and peers to ensure appropriate prioritization and quality
  • Report problems when incidents are recognized repeatedly at a given customer or across multiple customers
  • Participate in scheduled incident Post Mortems
  • Participate in post mortem meeting and discussion; providing and documenting details from the incident
  • Provide technical detail and assist with documenting agreed upon root cause
  • Provide technical detail and assist with documenting agreed upon preventative measures
  • Provide technical detail and assist with documenting a method of procedure in the event of a similar future incident
  • Be aware of team culture and drive positive cultural adoption 
  • Act as a mentor for Application Administrator colleagues by:
  • Leading adoption of standards and best practices
  • Participating as a subject matter expert on process improvement; and training & tool development

 

Qualifications:

  • Administration and troubleshooting of web servers and web applications running on Tomcat, Apache; Tomcat preferred
  • 5+ years of experience with Oracle Relational Database Administration (11g and 12c), installation, and configuration management
  • 5+ years of experience with Cloud scale Linux Administration
  • Proven experience providing tier two operations and support in a multi-customer cloud environment
  • Experience in Shell, Perl, Ruby, Python, PowerShell or similar scripting languages to automate common tasks.
  • Working knowledge of Jenkins, Ansible, Terraform or similar deployment tools.
  • ITIL v3 or v4 Foundation certification
  • Experience troubleshooting application and service issues, implementing and communicating technical solutions 
  • Demonstrated experience to resolve issues and restore service quickly
  • Possesses the tenacity to delve to the root of the issue quickly, understand why it happened, and prevent it in the future  
  • Proven ability to collaborate with team members to achieve successful customer outcomes
  • Demonstrated ability to learn new technologies, methods, and tools quickly 
  • Strong verbal and written skills, excellent customer service, as well as high attention to detail
  • Preferred hands-on operational experience with Amazon Web Services with AWS certification ( AWS Certified DevOps, AWS Certified SysOps or AWS Solutions Architect certification preferred

 #LI-VM1 

Ellucian provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Ellucian complies with all laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.  Ellucian expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Ellucian employees to perform their job duties may result in discipline up to and including discharge.

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