Note: The job is a remote job and is open to candidates in USA. Landis+Gyr is a global energy technology company helping utilities modernize infrastructure and improve grid reliability, resilience, and sustainability. The Senior Cloud Services Analyst oversees daily operations and system health for assigned accounts, analyzes and troubleshoots application, system, network, and service issues, and serves as a liaison among service operations, field programs, customers, and internal stakeholders.
Responsibilities
- Provides operational data support for internal and external customers
- Writes complex SQL queries to analyze data and generate, monitor, and maintain informational reports
- Validates data integrity and ensures successful transmission of data files
- Supports meter level monitoring; provides meter data analysis and troubleshoots issues daily
- Proactively monitors performance metrics, meters, and reads data (stales, read performance, billing, etc.) to identify issues and troubleshoot, as necessary
- Is familiar with and supports at least 2 or more Company products (1-way RF, DHES, 2-way RF, CC, etc.)
- Supports new firmware, Device Control Word (DCW), and software releases with customer programs
- Provides reports and exception handling and assists in data discrepancy troubleshooting and resolution
- Make recommendations for standard metrics, reporting, and service improvement, collaborating with other CSA’s
- Supports other CSA’s in troubleshooting issues and projects
- Use best practices and knowledge of internal and external systems and processes to improve products or services
- Automates processes to eliminate manual tasks
- Proactively identifies process and efficiency improvements
- Works closely with Radio Frequency (RF) Technicians to maintain high network performance and meets customer service level agreements (SLA’s)
- Assists with inventory management and database updates for equipment changes (meters, modules, collectors, concentrators, Gateways)
- Supports creation of Standard Operation Procedures (SOP) for technical elements of the system that are effective and repeatable
- Troubleshoots network and software performance problems and proposes solutions
- Establishes and monitors system performance reporting, recognizing adverse trends and taking necessary preventative and corrective actions
- Works closely with the field programs to resolve complex issues related to wireless communications and integrated software applications
- Ability to work special events during the weekends (Maintenance, Disaster Recovery Exercises, Application Upgrades and Installs
- Escalates issues as necessary to Lead CSA’s
- Able to participate in a weeklong 24/7 On-Call rotation
- Acts as an instrumental communication point between Company and customers representatives
- Communicates issues and potential resolutions to management as necessary
- Works independently 85% of the time
- Maintains individual professional development plan with associated goals
- Supports and adheres to Company’s core values
- Performs other duties or responsibilities as assigned or required
- Supports and adheres to Company’s Code of Conduct and Ethics Policy
- Represents Company in a positive, professional manner when working with both internal and external customers
Skills
- A minimum of bachelor's degree
- At least 3-5 years of related experience required
- Ability to work special events during the weekends (Maintenance, Disaster Recovery Exercises, Application Upgrades and Installs
- Able to participate in a weeklong 24/7 On-Call rotation
- Experience in some, or all, the following software programs and operating systems: Windows, Windows Server, MS Office, SQL Server, Oracle, Unix/Linux
- RF and/or Networking experience strongly preferred
- Experience with scripting and/or cold fusion is beneficial
- Proven ability to multi-task
- Experience communicating, verbal and written, with a variety of audiences (customers & peers)
- Experience in working with solutions involving both software and hardware
- Experience in process definition and design to meet overall business objectives
- Experience with managing cross-functional highly technical project teams
- Utility operations experience is a plus
- Excellent written and oral communication skills
- Write and execute complex SQL and Oracle queries
- Ability to work within a diverse team
- Self-starter with the ability to work unsupervised
- Ability to plan and maintain schedules
- Excellent problem-solving, troubleshooting, and analytical abilities
- Accustomed to working in an environment driven by high standards for service and system delivery
- Excellent customer communications and customer service skills
- Demonstrates good judgment in selecting methods and techniques for solving problems and obtaining solutions
- Highly adaptable in changing environments
- Highly adaptable in a dynamic work environment
- Self-motivated
- Typical indoor office environment with the majority of time spent sitting and working on a computer using keyboard, mouse, and monitor. Occasional use of other devices such as: phone, copier/printer/fax, etc
- Typical office setting. Required to stand; walk; crouch; or handle objects. Lift and/or move up to 10 pounds. Ability to sit and view computer screen for long periods of time. The ability to see, hear, & speak in English. Reasonable accommodations provided for individuals with disabilities to perform the essential functions
- Must be current with available OSHA/Safety Training provided by the Company. If required, must be able to work while wearing safety equipment such as hard hats, work boats, gloves, hearing protection, and others
Benefits
- Medical, dental and vision coverage
- Life insurance
- A 401(k)-retirement plan featuring a generous company match incentive
- Three (3) weeks of Paid Time Off (PTO)
- Eleven (11) paid holidays
- A tuition reimbursement program
- Optional pet insurance
- Supplemental medical coverage
- A host of other perks to ensure the health, wellness, and enrichment of our team members
Company Overview
Company H1B Sponsorship