Here at Ellucian, we are motivated by a mission - power education so institutions can empower student success. We are the global market leader in EdTech for higher education, serving more than 2,900 customers and reaching over 22 million students in 50 countries. We are dedicated to helping higher education unlock learning for all by providing solutions that support the entire student lifecycle and deliver insights needed now and into the future.

We embrace the power to lead, the courage to innovate, and the determination to grow. At our core, we believe in humanizing our approach, recognizing that our people are our greatest strength. With a shared vision of transformation, we endeavor to shape a brighter future for higher education.

Cloud Engineers at Ellucian perform the delivery of contracted services for our Cloud customers. Ellucian cloud leverages the Information Technology Service Management (ITSM) framework in executing our day-to-day work; this includes request fulfillment (planned work), change management, incident management, and problem management. Delivery of contracted services includes day-to-day hands-on keyboard work based on established ITSM standards, architecture standards, methods of procedures, and troubleshooting standards.

Where you will make an impact

• Responsibility for and focus on delivering high uptime for our customers
• Execute operational and maintenance activities via planned work
• Ensure assigned technical work is planned prior to the designated window.
• Validate supplemental teams' needs to finalize assigned work are available and assigned
• Execute assigned work based on the plan, and designated maintenance window
• Follow change management standards
• Follow runbooks for common tasks
• Recommend improvements to runbooks
• Participate in handoff processes/calls to ensure service delivery objectives are met consistently across all global teams
• Incident Management / Rapidly troubleshoot the incident
• By leveraging service restorative actions
• By understanding what causes most issues and the actions to mitigate those on your assigned technology stack

What you will bring

• 1+ years experience working within an AWS environment installing, configuring, troubleshooting, and tuning web applications with a database back-end and a web front-end
• 1+ years experience providing tier two operations and installation, configuration, and support in a multi-customer cloud environment
• Demonstrated experience to resolve issues and restore service quickly, focusing on the highest uptime, recommending automated solutions (Incident Resolution)
• Possesses the tenacity to delve into problem resolution, understand why it happened, and prevent it in the future with or without adding monitors (Datadog or similar monitoring software)
• Able to organize and plan work in scheduled windows on time with flawless execution within the allotted time (Change Management).
• Proven ability to collaborate with team members to achieve successful customer outcomes
• Demonstrated ability to learn new technologies, methods, and tools quickly
• Strong verbal and written skills, excellent customer service, as well as high attention to detail, able to document in Confluence and Git README files

• Comprehensive health coverage: family major medical expenses, dental and life insurance.
• Christmas bonus 30 days
• Saving fund
• Monthly food coupon
• 15 workdays vacation
• Thrive Flex Program that allows you to contribute towards your health, financial or learning interests
• 5 charitable days to support the community that supports us
• Diversity and inclusion programs that promote employee resource groups such as: Women in Technology, Pride and Go Green to name a few.
• Parental leave
• Employee referral bonuses to encourage the addition of great new people to the team
• We Foster a learning culture with:
  • Tuition Reimbursement Assistance
  • Professional development opportunities

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