About us

Advanced Solutions International is a well-established, well-regarded global software company focused on helping not-for-profits and membership organizations grow revenue, reduce expenses, improve performance, and engage and serve members and donors through innovative software solutions.

About our position

ASI has an exciting opportunity for a Cloud Service Delivery Engineer to work with our cloud services team to ensure the effective, cost-efficient, and consistent delivery of service support processes to clients, with a focus on SaaS product performance optimization. This customer-facing role is expected to proactively identify customer issues and needs by maintaining an excellent relationship with end-users and stakeholders. 

What you’ll be doing

• Monitoring and leading the Cloud Services response team, help desk, and VIP support functions to ensure optimal service and client satisfaction.

• Maintaining and improving upon high performance levels for service delivery and related processes, ensuring that appropriate systems, procedures, and methodologies are in place to support outstanding service delivery.

• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.

• Developing a deep understanding of SaaS products to gain insights into the scope of service delivery.

• Creating strategies for service delivery optimization by analyzing third-party and internal processes, making recommendations for improvement, and implementing upgrades to improve service delivery.

• Providing accurate and regular reports to management on service delivery performance.

• Providing technical expertise, accountability, and ownership in diagnosing and resolving service delivery issues, including determining workaround solutions or escalation to service owners.

• Demonstrating forward thinking with respect to how technology can support ASI’s strategic goals.

• Building strong, collaborative relationships with teams and stakeholders to enable effective dialogue exchange between departments.

• Advocating and helping define cloud architecture vision from a strategic perspective, including internal and external platforms, tools, and systems.

• Completing yearly professional development initiatives.

• Mentoring, coaching, and developing team members.

• Addressing Issues Management queue items in a timely fashion and closing as required.

• Performing other job-related duties and responsibilities as may be assigned.

What we want you to have

• Bachelor’s degree in Computer Science, Engineering or relevant field

• 5+ years relevant work experience

• Excellent written and verbal communication skills

• Ability to work well independently and collaboratively in a high-pressure, fast-paced technology environment

• Proficient in Microsoft Azure Applications Insights instrumentation and data analysis

• Demonstrated ability to lead both in-person and virtual teams

• Experience in dealing with third party provided services

• Exceptional customer-facing skills

• In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery

• Solid resource planning and problem-solving skills

• iMIS systems management experience

• Demonstrated understanding of .NET and related technologies; virtualization technologies (preferably Azure); IIS technology; and Microsoft operating system and applications knowledge.