Deltek - Herndon, VA
posted 2 months ago
Deltek is seeking a Senior SaaS Operations Engineer to join our Costpoint GCCM Service Operations team. This role is focused on monitoring cloud service availability, incident management, and supporting the day-to-day service operations of our US Restricted (FedRAMP) SaaS offerings. We are looking for customer-focused team members who are passionate about solving complex technical challenges and delivering a best-in-class SaaS experience. In this position, you will troubleshoot complex problems, provide software fault diagnosis, resolve operational issues, and address performance bottlenecks. You will collaborate with Global SRE, Product Delivery, Product Engineering, and Customer Care teams to ensure a seamless Cloud SaaS experience for our customers 24/7. Your responsibilities will include performing day-to-day product operations such as provisioning new customers, creating databases and schemas, database restores, configuring applications, patch management, and systems administration. To ensure consistent service availability, you will monitor the stability and performance of our environments using appropriate metrics and tooling. You will also be involved in incident and problem management, executing incident response plays, leading major incident bridges, and participating in the post-incident review process for incident prevention. Additionally, you will develop and manage automation to reduce manual processes and tasks, drive capacity planning by monitoring system resource utilization, and document system architectures and operational processes. Participation in maintenance activities and on-call rotations may be required, including nights and weekends, as well as executing disaster recovery plans and reporting on related metrics.