The Role:11:11 is looking for an experienced Lead Cloud Integrations Engineer in supporting and guaranteeing a positive migration experience for all 11:11 clients. This position is responsible for the planning, provisioning, migration and optimization of our organization's cloud-based Customers. The Lead Cloud Integrations Engineer will drive customer success through effective integration and strong customer relationship management. This position will require a person with a penchant for detail and a continuous improvement mindset. This is a full-time position reporting to the Manager of Cloud Integrations.
Responsibilities:- Deliver migration services to meet 11:11 Systems' integrations strategy to customers.
- Provide feedback to leadership as necessary to ensure that escalated tickets are prioritized and triaged as appropriate.
- Triage incoming requests for 11:11 Systems' migration strategy and plan out technical requirements with the team.
- Act as a technical lead for the Cloud Integration team to resolve customer migration / integration problems.
- Escalate and work alongside teams within 11:11 Systems, e.g. Operations, Infrastructure, Development etc.
- Practice extreme ownership of project ticket(s) within area of responsibility
- Follow 11:11 Systems' best practices for service management
- Deliver superior customer service while maintaining professional relationships
- Own ticket escalations and ensure that it is followed on a consistent basis.
- Ensure that migration-related incidents and problems are mitigated
- Collaborate with vendors for support needs.
- Ensure all escalated customer tickets are addressed and escalated to vendor support as needed in a timely manner
- Enhance team efficiency by accepting ownership of new and different requests; exploring opportunities to add value to job accomplishments.
- Work supportively with colleagues, operating consistent with 11:11's Code of Business Ethics and Company Values.
- Responsibly receive, transmit, and handle all company data and information per Company data handling agreements, work procedures, and policies.
- Review and follow company policies and guidelines, data privacy practices, including annual compliance training certification and policy acknowledgements.
- All other duties as assigned
Qualifications:- Bachelor's degree in a related field or equivalent work experience required.
- 4+ years recent experience as a technical, hands-on, enterprise VMware administrator.
- Extensive knowledge and experience using VMware management tools (vCenter, vCloud Director, VMware Configuration Manager).
- Working experience managing scalable, highly available, mission critical virtualized VMware infrastructures
- Experience should include implementing and managing multiple virtual environments
- Solid understanding of and experience with virtualization technologies, such as VMware, OpenStack, AWS, etc.
- Understanding of cloud-based infrastructure services, such as BaaS, IaaS and DRaaS
- 4+ years of experience as a technical support representative with extensive hands-on troubleshooting
- Excellent communicator, high energy, positive attitude, aptitude for professional growth
- Must be detail and goal-oriented with demonstrated technical knowledge and consultative skills
- Ability to pursue positive outcomes for assigned tasks independently
- Must be able to work in assigned country without a visa sponsorship.
To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.
