There is a good chance you already know the Miller Heiman name as one of the most well-known and respected brands in the sales and service training industry. At Miller Heiman Group, we have a proud legacy – built on historic brands such as Miller Heiman, Huthwaite, AchieveGlobal, Impact Learning Systems, and solutions like SPIN® Selling Conversations, Strategic Selling®, Professional Selling Skills®, and Conceptual Selling®.

We have set out on a journey to reinvent ourselves and disrupt the sales training industry by building an unmatched world-class cloud-based technology platform to make the training come to life every day for sales professionals on-the-job. With newly designed technology solutions that we deliver, along with world’s leading research on sales performance, you’ll be part of an existing ride to drive growth in the business!

What is it like to work on our team?

We are a passionate team that loves to challenge norms and we spend most of our time reimagining training and the enablement of sales teams. We build products that make our end users – sales and service professionals – more successful in their jobs. We are pioneers at heart with one eye on what’s new today and the other on what’s next. We are dedicated to putting our customers at the center of everything we do. We develop innovative learning solutions that make learning fun and engaging, and make doing on-the-job easy.

What is the role?

You will be responsible for the Australian cloud operation. This includes monitoring, deploying, and supporting our most strategically important client application, a SaaS solution in AWS that frequently integrates with clients’ Salesforce.com or Microsoft Dynamics CRM instances. You will be responsible for meeting the organization’s SLAs for uptime – 99.5% and handling technical support for APAC. You will work with a blend of external contractors and employees around the world – some in Australia, some in India, some in North America. You will be responsible for direct client support and technical troubleshooting, as necessary. To be successful in this role, you must be committed to meeting the SLAs, resilient, and versatile to do what needs to be done. You are the technical SME in the region. You will be supporting a groundbreaking new application to support sales team success.

A Day in the Life:

• Serve as the SME in the region for all things SaaS related to both internal and external stakeholders
• Utilize individual component monitoring dashboards and overall system monitoring dashboards to track system uptime and performance on a daily basis.
• Ensure deviations from product performance baselines are detected and reported to stakeholders in a timely manner.
• Monitor, report, and remediate application and infrastructure availability issues.
• Oversight of day-to-day system maintenance activities such as ensuring storage space, virus detection and VM / database backups.
• Work with clients to implement SSO to access the company’s SaaS solutions
• Support both synchronous and asynchronous data syncing via RESTful APIs.
• Provide Technical Support to clients and implementation teams
• Manage SSAE 16 certifications and audits as well as SOC2 audits and regular penetration testing.
• Work with Engineering, Product Management, and Professional Services to ensure required technology upgrades are well understood and planned into roadmaps.
• Use industry best practices to manage and contribute ideas to continuously improve the system architecture and performance.
• Embrace automation to improve speed and quality of environment deployment and management.
• Proactively communicate with stakeholders and customers the status of system availability and scheduled maintenance windows.
• Contribute to an appropriate business continuity plan including the description, maintenance, and regular testing of that plan.
• Manage a budget with outside contractors for an AWS node in Australia and monitoring and support services
• Proactively conduct capacity and demand planning of systems to ensure the future capabilities of the system are well understood and plans to scale are well defined.
• Contribute user stories to the backlog for the development team to build improvements to the application and its performance and the overall client experience.
• Be part of a global team with a "follow the sun" support model to provide global clients with a high level of service and support.

What You'll Need:

• Must be located in Sydney
• Bachelor’s Degree in Information Systems or related field
• 2-5 years of experience in Cloud Ops
• Direct hands on experience working with AWS technology (RDS, EC2, S3, ElastiCache, CloudFront, with failover across availability zones and horizontal scaling with both the web tier and the app tier with load balancers)
• Experience implementing and maintaining configuration management tools (DataDog, Chef, Salt Stack, etc.).
• Experience with applications that integrate with Salesforce.com or direct experience with Salesforce.com APIs or qualification as a Salesforce Certified Administrator is a big plus.
• Experience configuring Single Sign On in multiple environments and systems ecosystems
• Supporting knowledge of database, networking, operating systems, virtualization, and storage technologies (Oracle/Microsoft SQL, Cisco, Windows/Linux, VMware, NetApp).
• Enough scripting skills to be dangerous. And enough judgment to recognize that you’re dangerous.
• Familiar with best practices in IT management, change management and architecture; examples would be SSAE 16, ITIL, COBIT and TOGAF.
• Experience in help desk or direct customer-facing technical support roles
• Experience handling contractors for systems monitoring, and maintenance including 24/7/365 eyes on glass monitoring and daily dashboards and tracking for system performance.
• Strong communication skills including an interest and ability to interact directly with clients regularly to address technical issues and questions and provide support, as necessary.
• Experience implementing multiple projects simultaneously.
• Patience for working with stakeholders who are not always highly technical.
• Flexibility to work with global teams in varied time zones.
• Self-reliant and motivated self-starter.

What You Get:

• Direct experience managing a modern cloud application in AWS with Postgres, Java, Tomcat, Hibernate, NGINX, HTML5, Angular, GitHub, Jenkins, Flyway, Sonarqube.
• A variety of benefits depending on your global region. Programs may include health benefits, life insurance, income protection and retirement savings plans with employer contributions to assist with your health & financial security today and in the years ahead.
• Access to health benefits and wellness programs for employees and families. Depending on your region, you may have access to onsite fitness facilities, a wellness stipend program or company-sponsored wellness events.
• The ability to work in a flexible work environment.
• Professional development support as we want YOU to be successful in your career. Our team will work with you to establish the goals you are trying to achieve in your profession.