Cloud Administration Lead (Pune, India)

ZS is a professional services firm that works side by side with companies to help develop and deliver products that drive customer value and company results. From R&D to portfolio strategy, customer insights, marketing and sales strategy, operations and technology, we leverage our deep industry expertise and leading-edge analytics to create solutions that work in the real world. Our most valuable asset is our people—a fact that’s reflected in our values-driven organization in which new perspectives are integral and new ideas are celebrated. ZSers are passionately committed to helping companies and their customers thrive in industries ranging from healthcare and life sciences, to high-tech, financial services, travel and transportation, and beyond. ZS’s India Capability & Expertise Center (CEC) houses more than 60% of ZS people across three offices in New Delhi, Pune and Bengaluru. Our teams work with colleagues across North America, Europe and East Asia to create and deliver real world solutions to the clients who drive our business. The CEC maintains standards of analytical, operational and technological excellence across our capability groups. Together, our collective knowledge enables each ZS team to deliver superior results to our clients. ZS’s Corporate Enterprise Functions operate the firm’s core internal functions. Our global teams comprise team-oriented, pragmatic and results-driven people who thrive in a challenging work environment. Our people come from diverse backgrounds but share a passion for quality customer service and dedication—whether our customer is a client or another ZS employee. ZS’s Cloud Center of Excellence team defines and implements cloud best practices that ensure secure and resilient enterprise grade systems architecture for client facing/delivery software solutions. The Cloud team at ZS is a casual, collaborative, and a smart group with offices in Evanston, Illinois and Pune, India. The Cloud Administration Lead will be focusing on efficient incident handling, adherence to change management process, managing response time SLAs of ZS Cloud Solutions. This will include collaborating with external teams, occasionally working with client teams, guiding and mentoring team members as needed, creating incident reports and RCAs etc. The responsibilities also include availability, performance monitoring and troubleshooting; and coordination with Tier 1-3 Technical support. Primary Responsibilities Be in-charge of efficient Incident and Change Management process Participate as an integral and active member of the global (US and India) operations team with the ability to be hands on when needed Implement robust and maintainable solutions consistent with ZS and industry practices; communicate software and infrastructure architecture clearly with business and technical stakeholders Partner closely with cross-functional leaders (development/product management/stakeholders/ etc.) to ensure a clear understanding of business and technical needs; jointly select the best strategy after evaluating the benefits and costs associated with different approaches Have good understanding of internal and external tool sets /infrastructure elements /platforms and meets defined service level agreements Collaborate in Developing and implementing the delivery of service metrics (performance, availability, etc.) as well as ensures continual customer satisfaction improvement Closely collaborate with implementation teams to ensure understanding and utilization of the most optimal approach Proactively research and introduce industry best practices and techniques Oversee adherence to standards and guidelines for scalability, performance, resilience, and efficient operations Create documented procedures for and oversee team while verifying issues, incident resolution, escalation management, root cause determination Establish policies, standards, practices and security measures to ensure compliance with accepted industry practices Coordinate and communicate with other functional groups throughout ZS and externally to ensure timely communication and incident resolution Educate and share expertise, present ideas and approaches to both technical and non-technical audiences Know and care about what the customer wants from our service -- and be willing to stand up for it! Qualifications: Bachelor's Degree in CS, IT or EE Hands-on experience operating large scale infrastructure solutions Strong knowledge of ITIL, Change Management and Incident management processes Experience in managing the infrastructure operations at scale 7+ years hands-on experience of being affiliated with enterprise solution development and deployments 1+ years of AWS architecture and operational experience Solid knowledge of infrastructure technologies and cloud native services Experience working in agile teams with short release cycles Possess strong verbal, written and team presentation communication skills This role requires healthy doses of initiative and the ability to remain flexible and responsive in a very dynamic environment Ability to work within a global (US and India) team environment and contribute to the overall timely delivery of multiple projects Knowledge of current data modeling, and data warehouse concepts, issues, practices, methodologies, and trends Knowledge of DevOps practices and tools Experience of working in ITIL based environment ZS is a global consulting firm. Fluency in English is required; additional fluency in at least one European or Asian language is desirable. Candidates must possess or be able to obtain work authorization for their intended country of employment. An on-line application, including a full set of transcripts (official or unofficial), is required to be considered. ZS offers a competitive compensation package with salary and bonus incentives, plus an attractive benefits package. ZS is an equal opportunity employer and is committed to providing equal employment and advancement opportunities without regard to any class protected by applicable law. ZS is committed to providing and maintaining a safe workplace. Must have received or be willing to receive the COVID-19 vaccination by date of hire to be considered. Proof of vaccination will be required. Religious/Medical Exemptions can be requested on a limited basis upon hire. NO AGENCY CALLS, PLEASE.