Aurea is looking for an experienced SaaS Operations Engineer to join our Managed Services Delivery team. Our ideal candidate is a highly motivated, goal-oriented, team-focused engineer with a passion for supporting customer facing services, processes, systems and infrastructure. This position will work to assure the overall availability and performance of production services against availability and quality SLAs. They will respond to alerts or events that impair or degrade service or could cause outages that impact availability. They will identify root causes, single points of failure, and eliminate them through remediation and execution.
The SaaS Ops Architect is responsible for providing seasoned and experienced support to both internal and external clients for resolving incidents and service requests. They will adhere to internal processes for incident and service request resolution, and change management through proper execution and documentation. This position is 100% remote.
Analyze processing issues and data anomalies and identifying solutions.
Perform triage, cause and remediation for incidents.
Resolve trouble tickets escalated to Operations.
Recognize and act on opportunities for service improvements.
Follow documented process recovery and service restoration processes.
Participate in off-hours coverage via escalation of priority incidents (choosing shifts that overlap with the time period of 6am-6pm Central Standard Time)
Fulfill various tasks/processes in support of business and operational units.
Research and resolve problems or inquiries in a timely manner.
Compose and produce reports, support documents and related material.
Maintain operations documentation in knowledge management database.
Respond to inquiries and troubleshoot issues related to application data or file delivery contents that require extensive use of SQL and Linux command line interaction
Work with product and vendor support technical teams as needed to resolve production issues, troubleshoot symptoms, and conduct root cause analysis with remediation plans or solutions
Install, configure and tune application services and middleware as needed
Required Experience and Education
Bachelors degree in Computer Science, MIS, or related fields
At least 1 year WebLogic, Tomcat or similar Web App Server administration experience. This includes but not limited to: installation, configuration, tuning, deployments, and monitoring.
2+ years experience in systems administration support of n-tier web-enabled service application environments and technologies.
Experienced with managing applications in Linux environments (CLI, sys admin familiarity)
Familiarity and experience with Linux shell scripting and commands
Familiarity and experience with Shell (bash/PowerShell) and Perl scripting
Competent with file transfer and encryption protocols (FTP/SFTP/SSH/SCP, GPG/PGP)
Experience with working in teams that deliver highly available services
Experience in monitoring and automation of system administration / operational tasks
Experience with issue tracking systems and escalation procedures
Flexible and willing to work in a dynamic environment with new challenges and evolving priorities on a weekly basis
Ability to prioritize and manage multiple tasks concurrently
Minimum of 3+ years of IT Operations role or client/customer support experience
Familiar with Oracle/MS SQL databases and SQL in general
Professionalism at all times, especially when resolving customer challenges
Proficient with MS Office (Word, Excel, PowerPoint)
Effective time-management skills
High levels of organization
Excellent communication abilities
Experience with configuring and maintaining virtual servers
Experience with application performance assessment and improvement
Experience with AWS cost optimization and service management
Experience with distributed team leadership
This role may be a great fit if you have:
Functional Knowledge: Good understanding of procedures and concepts within own discipline and a basic knowledge of these elements in other disciplines
Business Expertise: Basic understanding of how own area integrates within the sub-function
Leadership: Provides on-the-job training/support to new team members
Problem Solving: Uses judgment based on the analysis of information
Nature of Impact: Direct impact by ensuring the quality of the task/services/information provided by self and others
Area of Impact: Primarily on own team
Interpersonal Skills: Information exchange requiring tact and diplomacy is a significant feature of the job
Total compensation is $15/hour, which works out to $30,000 for a full time 40 hour work week.
To qualify, please provide a resume/CV demonstrating the required experience and skills. From there, to help us find the top 1% of talent, there will be a series of interviews and online skills examinations.
We realize these are challenging and can require a decent amount of time - so we thank you in advance for your efforts. Please note that you will not be paid for these interviews or skills tests but we hope you will complete them to help us truly evaluate your talent versus your peers.
Crossover is redefining the way people work. Brick and mortar offices are history. The future of our global workforce will be built from teams collaborating from every corner of the world. We have embarked on an expedition to find and engage with that talent. Crossover has developed a unique method of finding, curating, and managing remote contractors. Our platform connects customers to the worlds best talent for both technical and non-technical employment. But we don’t just find the best, we also provide the tools, training, and relationship building support to ensure success for long term growth.
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases