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

As an Associate Enterprise Monitoring Engineer, you are responsible to provide system operation monitoring support for Cloud customers and assuring the ongoing uninterrupted operation of the Cloud solution. The associate monitors the system performance for standard QAD performance SLAs and analyzes reported issues to help determine the next steps. Enterprise Monitor is responsible for the operation of monitoring tools and processes to enable proactive events and performance monitoring of critical enterprise IT services such as servers, QAD Application/RDBMS Services, network devices, operating systems, database engines, storage capacity, and applications across all IT service lines, for early identification and resolution of operational problems or other special conditions. This role is in a structured teaming environment, requiring continued learning and acquisition of product knowledge to maximize preparedness for any new issue. The Associate Technical Consultant plays an important role in the provisioning and delivery of services requested by Cloud and On-Premise customers and in ensuring the smooth conduct of Cloud Operations.

What you’ll do:

• Production Monitoring
• Non-Production Monitoring
• Special/Enterprise/manual monitoring.
• Begin weekends environments monitoring
• Monitor system performance for standard QAD performance SLAs as well as custom system monitoring per respective customer contracts or as directed by the Technical Service Delivery Lead; respond to alerts/messages coming out of tools. Notify immediately the Technical Service Delivery Team should any interruptions occur.
• Document issues in the production environment, resolving the issue whenever possible and escalating if necessary
• Working on assigned severity 2 & 3 incidents and resolving them as per defined Service Level Agreements (SLAs). 
• Understand the Cloud outage/impairment process and follow the process in case of severity 0 situations as regards escalating to the right people at the right time for quick outage recovery.
• Escalate alerts and investigate cases for trend and determine if case should be escalated further to SDC Leads.
• Perform basic performance reporting.
• ​Work with Release Foundation team for self healing analysis, automation, and analytics
• Assist team members (locally, globally and across teams).
• Document in detail all analysis and correspondences throughout the issue resolution process; provide proactive status updates to customers.

Qualifications

• Bachelor's degree in Engineering/B.Tech/MCA/BSC IT/BSC Comp. Sci.
• 1 to 2 years of technical experience
• Knowledge of Linux, RDBMS (Progress, SQL, MariaDB)
• Proficiency in monitoring tools and platforms ( like Datadog, Nagios, Zabbix, ICINGA, SolarWinds) and technical troubleshooting..
• Understanding of Cloud Technologies (AWS, Azure, Google Cloud) and their monitoring capabilities
• Linux skills are a must. Should be well versed with RDBMS concepts and technical troubleshooting. Knowledge of or experience with relational database management systems, Java, Java Script, SQL, HTML5, HTML, XML, Open Source technologies. Knowledge of Progress is advantageous. Can also consider those coming in with some initial network or windows certification, some basic systems admin skills, applications backgrounds
• Excellent communication and problem solving skills. Knowledge of supporting QAD products and related technologies advantageous

Additional Information

• Your health and well being are important to us at QAD. We provide programs that help you strike a healthy work-life balance.
• Opportunity to join a growing business, launching into its next phase of expansion and transformation.
• Collaborative culture of smart and hard-working people who support one another to get the job done.
• An atmosphere of growth and opportunity, where idea-sharing is always prioritized over level or hierarchy.
• Compensation packages based on experience and desired skill set

About QAD:

QAD Inc. is a leading provider of adaptive, cloud-based enterprise software and services for global manufacturing companies. Global manufacturers face ever-increasing disruption caused by technology-driven innovation and changing consumer preferences. In order to survive and thrive, manufacturers must be able to innovate and change business models at unprecedented rates of speed. QAD calls these companies Adaptive Manufacturing Enterprises. QAD solutions help customers in the automotive, life sciences, packaging, consumer products, food and beverage, high tech and industrial manufacturing industries rapidly adapt to change and innovate for competitive advantage.

QAD is committed to ensuring that every employee feels they work in an environment that values their contributions, respects their unique perspectives and provides opportunities for growth regardless of background. QAD’s DEI program is driving higher levels of diversity, equity and inclusion so that employees can bring their whole self to work.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. 

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