Service Delivery| Technical Consultant II

Organization Overview

Company Description

QAD is building a world-class SaaS company, and we are growing. We are looking for talented individuals who want to join us on our mission to help solve relevant real-world problems in manufacturing and the supply chain.

We are a virtual first company and your primary work experience will be virtual / working from your home. Occasional travel to a physical office may be required to enhance working relationships, collaboration, design, strategy and alignment.

Job Description

QAD is seeking T

echnical Consultant II. This position plays an important role in the provisioning and delivery of services requested by Cloud customers and in ensuring smooth conduct of Cloud Operations. The Technical Consultant is responsible for installing, configuring, maintaining and upgrading QAD, QAD Divisional and third party/partner products on QAD Cloud environments and delivers services requested by Cloud customers. With his/her technical skills the Technical Consultant contributes to the achievement of Cloud server uptime metrics and other SLA’s defined in the yearly Cloud strategic objectives. The Technical Consultant is well conversant with all established processes and procedures of the Cloud Service Management System and is expected to be compliant with ISO 20000, ISO 27000 and any other standards that Cloud Operations is certified against.

What You’ll Do

Change Management & Release and Deployment Management

• Creating RFC (maintenance window) documents for the installation/upgrade activities in strict compliance with document procedures and work towards securing approval for execution of the RFC tasks.

• Executing the approved RFC’s on Cloud customer environments if the requisite certification level has been achieved.

• Work towards building certification levels to perform install/upgrades of QAD/QAD Divisional and partner products.

• Execute environment creation, environment cloning, and server migration/upgrade projects for Cloud customers including A & A+ customers.

Incident Management & Problem Management

• Working on assigned incidents and resolving them as per defined Service Level Agreements (SLAs).The incidents assigned are of a more complex and critical nature for this position

• Key technical resource for handling outage situations and RCA creation.

• Root cause analysis of high complexity issues that are recurring in nature by working closely with the Cloud Problem Management team. Employs DMAIC approach to problem solving. Expected to be an SME on at least one of the QAD product/technology areas such as Qxtend, Performance etc

Service Requests Management

• Perform database refreshes and other DBA tasks

• Perform database refreshes and other DBA tasks

• Perform system performance examination using performance SME tools and create reports with recommendations to improve performance.

• Other Cloud environment tasks/activities as assigned Pre-live customer environment management tasks

• Kbase article creation , report creation & work instruction creation/modification

Continuous Improvements

• Provide suggestions for improvement and draft work instructions for activities that do not have documented instructions

• Develop training/mentoring plans for team members

• Evaluate new products so as to ensure readiness within the team for future RFCs

• Liaison with R&D teams for issues affecting the Cloud Operations team Mumbai