Lead Cloud Operations Analyst

Landis+Gyr is a leading global provider of integrated energy management solutions. We measure and analyze energy utilization to generate empowering analytics for smart grid and infrastructure management, enabling utilities and consumers to reduce energy consumption. Our innovative and proven portfolio of software, services and intelligent sensor technology is a key driver to decarbonize the grid. With sales of USD 1.7 billion in FY 2022, Landis+Gyr employs over 7,000 talented people across 30 countries and five continents.

For more than a century, we've been pioneers in energy innovation, and we continue to lead the way toward a more sustainable and efficient energy landscape.

Join us at Landis+Gyr, where we manage energy better - since 1896.

 

Key Responsibilities:

 

Standard Process

• Act as the liaison to the Engineering, Product management, Project management, TMOs within Landis+Gyr, as needed, to resolve and follow through on issues/defects.
• Follow formal change control process.
• Lead the creation of standard operating procedures and solutions for technical elements of the system that are effective and repeatable.
• Ensure ServiceNow tickets are fully documented and resolved or escalated to the appropriate support level.
• Participate in response teams for root cause analysis of system problems identified in deploying company solutions.
• Work with other functional managers and employees to implement changes.

 

Technical Expertise

• Subject Matter Expert in at least one of the following products:
• Two-way AMI technology -CC RF Mesh, RF Mesh IP, PLC, WI Sun
• Meter Data Management System
• Advanced Grid Analytics
• Advanced Load Management including Demand Response and Demand Manager

 

New Install and Upgrade Support

• Experience in Test Environments so this role can support the SIT/QA and deployment organizations.
• Collaborate with the OTA (Order to Acceptance) team for new customer deployments.
• Support Software installation activities for new releases and provide post-implementation support.

 

Leadership & Expertise

• Provide ongoing leadership assisting the manager with the day-to-day direction of the team.
• Acts as a Subject Matter Expert in multiple areas of team responsibility
• Acts as an escalation point for the team and is responsible for knowledge transfer for escalated tickets back to the team via training.
• works alongside the Analysts to reduce ServiceNow task backlog and attempts to prevent escalations to other teams or leadership.
• Lead team meetings and make critical operational decisions in the absence of the manager.

 

Mentor and Training

• May manage direct reports including coaching, discipline, and annual reviews.
• Responsible for knowledge transfer for escalated issues back to the team.
• Maintains individual education plan with goals to achieve.
• Suggests preventative actions from lessons learned.
• Train and onboard new employees.

 

To qualify for the Lead position, the candidate will:

• Be able to work independently 95% of the time.
• Have mastered 95% of objectives on the training plan form.
• Demonstrate an ability to train and onboard new employees in all job functions.
• Have become a Subject Matter Expert in multiple processes, products, services, or technologies within the teams scope of responsibilities.
• Demonstrate people leadership skills and a willingness/ability to perform ongoing leadership duties.

 

Education & Experience:

Required Minimum Level of Education: Bachelor's Degree

Required Minimum Years of Experience: 7+ to 10

 

Desired Education/Experience:

• Bachelor of Science in Engineering or Computer Science degree; preferred
• Experience in working with solutions involving both software and hardware.
• Utility operations experience is a plus.

 

Required/Desired Certifications:  ITIL Foundations, CompTIA Network+, Google Cloud certifications desired.

 

 

Knowledge/Skills/Abilities:

• Strong analytical skills: able to complete methodical root cause analysis and troubleshoot technical issues.
• Able to show strong leadership and be highly adaptable in a dynamic work environment.
• Accustomed to working in an environment driven by high standards of service and system delivery.
• Excellent team player: self-starter with the ability to work unsupervised.
• Ability to plan and maintain schedules.  
• Demonstrate good judgment in selecting methods and techniques for solving problems and obtaining solutions.