Solutions Eng 3 Cloud Services

Temple University's ITS Department is searching for a Solutions Engineer 3 Cloud Services!

Position Summary

This is a unique opportunity to join a cross-functional, cross-platform support team responsible for the timely delivery of mission-critical services at the University. The Solutions Engineer 3 Cloud Services will lead a team of accomplished engineers and architects, overseeing a large portfolio of collaboration, cloud, and infrastructure services. This role is ideal for highly self-motivated and collaborative individuals, as it provides exposure to all areas of Information Technology Services (ITS) and direct engagement with Schools and Colleges.

The incumbent will be responsible for ensuring seamless service operations, designing and implementing secure cloud solutions, and leading critical enterprise projects. They will also focus on optimizing processes, maintaining the ongoing status of key initiatives, and driving automation efforts. Additionally, they will play a pivotal role in managing relationships with customers, stakeholders, and peer organizations within ITS, ensuring alignment between IT services and institutional needs. Performs other duties as assigned.

THIS POSITION REQUIRES A BACKGROUND CHECK:

Personal Identifiable Information (PII)

Required Education and Experience:

*Bachelor's degree and at least 4 years of related technical experience.

*Extensive experience leading and/or managing enterprise cloud services, including Microsoft 365, Google Workspace, and public cloud environments (Azure, AWS, Google Cloud etc.).

*Prior experience supervising staff, providing mentorship, and fostering professional development.

*Experience handling critical incidents, ensuring business continuity, and optimizing IT operations.

*Experience supervising technical teams, leadership or management experience overseeing cloud services, collaboration platforms, and enterprise IT operations.

Required Skills & Abilities:

*Strong expertise in collaboration tools, identity management, security operations, and automation technologies.

*Demonstrated ability to manage tasks and projects with minimal supervision.

*Proven ability to manage IT service operations, ensuring high availability and security compliance.

*Demonstrated verbal and written communication skills with the ability to effectively interact with diverse groups of individuals.

*Strong background in IT service management, security, compliance, and process automation.

*Proven track record of leading complex IT projects, managing cross-functional teams, and delivering cloud-based solutions at scale. Familiarity with ITIL frameworks and best practices in service management, incident resolution, and process improvement

Preferred Skills & Abilities:

*Ability to lead large projects with aggressive deadlines while maintaining quality and performance standards.

*Strong understanding of ITIL concepts and their practical application in IT service management.

*Master's degree in IT Management, Business Administration (MBA), or a related discipline.

Essential Functions:

Service Management for Cloud & Collaboration Services:

*Provide production support (daytime and after-hours) for a diverse portfolio of collaboration, cloud, and infrastructure services.

*Oversee Microsoft 365 and Google Workspace services, including support and licensing management.

*Support Azure and public cloud infrastructure-as-a-service (IaaS) environments.

*Act as the queue manager for all collaboration cloud solutions, ensuring timely resolution of service requests.

*Oversee mail, web conferencing, and unstructured data management services.

*Ensure the smooth delivery of complex, well-engineered process automation flows.

*Build and maintain strong relationships with stakeholders, including school, college, and departmental IT contacts, incorporating feedback to improve services.

*Coordinate with ITS and school/college IT teams on critical projects and initiatives.

*Manage product and service lifecycles, determining roadmaps for technology evolution.

*Oversee user management via directory services such as Active Directory, Azure AD, and LDAP.

Solutions Design & Security-Driven Architecture:

*Evaluate and select best-in-class cloud and infrastructure solutions.

*Implement a security-first approach while supporting strategic security initiatives and maintaining ongoing security operations.

*Optimize application, data, and system workflows for efficiency and scalability.

*Ensure high availability and disaster recovery for cloud-based applications and services.

*Establish control mechanisms to ensure compliance with audit, regulatory, and institutional policies.

*Promote and implement automation to replace manual processes, enhancing staff productivity.

Project Management & Coordination:

*Lead and coordinate all projects within the Cloud Services team, ensuring milestones and deliverables are met.

*Maintain project timelines and budgets while addressing risks and dependencies.

*Provide regular project status updates to leadership and stakeholders.

*Offer leadership and guidance for projects across Engineering & Operations and other cross-functional teams.

Incident Management & Operational Leadership:

*Manage all severe incidents related to cloud services, collaborating with other teams within Engineering & Operations as needed.

*Act as an escalation point for complex service issues and ensure rapid resolution.

Leadership & Team Development:

*Coach, mentor, and develop both direct and indirect resources across Engineering & Operations and ITS.

*Foster a culture of innovation, collaboration, and continuous improvement.

*Influence strategic decision-making and contribute to long-term IT planning.

This position is assigned a hybrid work arrangement (on-campus and remote), the duration of this hybrid work arrangement is at the discretion of Temple University and the Department.

Temple University is committed to a policy of equal opportunity for all in every aspect of its operations, including employment, service, and educational programs. The University has pledged not to discriminate on the basis of age, color, disability, marital status, national origin or ethnic origin, race, religion, sex (including pregnancy), sexual orientation, gender identity, genetic information or veteran status.

Compliance Statement: In the performance of their functions as detailed in the position description employees have an obligation to avoid ethical, legal, financial and other conflicts of interest to ensure that their actions and outside activities do not conflict with their primary employment responsibilities at the institution. Employees are also expected to understand and be in compliance with applicable laws, University and employment policies and regulations, including NCAA regulations for areas and departments which their essential functions cause them to interact.

Temple University's Annual Security and Fire Safety Report contains statistics, policies, and procedures related to campus safety. Go here to review: https://safety.temple.edu/reports-logs/annualsecurity-report You may request a copy of the report by calling Temple University's Campus Safety Services at 215- 204-7900.

Become a part of the Temple family and you will have access to the following:

A hybrid work schedule

Full medical, dental, vision coverage

Paid time off

11 Paid Holidays

Tuition remission - eligible employees and their dependents can obtain a degree TUITION FREE

A generous retirement plan and so much more!

T Grade: T28

Salary Range: $70,000 - $105,000

A variety of important factors are reviewed by HR when considering salary, including job duties, the applicant's education and experience, all relevant internal equity considerations, department budget, and funding source.