About Company Agilysys is well known for its long heritage of hospitality-focused technology innovation. The Company delivers modular and integrated software solutions and expertise to businesses seeking to maximize Return on Experience (ROE) through hospitality encounters that are both personal and profitable. Over time, customers achieve High Return Hospitality by consistently delighting guests, retaining staff and growing margins. Customers around the world include branded and independent hotels; multi-amenity resort properties; casinos; property, hotel and resort management companies; cruise lines; corporate dining providers; higher education campus dining providers; food service management companies; hospitals; lifestyle communities; senior living facilities; stadiums; and theme parks. The Agilysys Hospitality Cloud™ combines core operational systems for property management (PMS), point-of-sale (POS) and Inventory and Procurement (I&P) with Experience Enhancers™ that meaningfully improve interactions for guests and for employees across dimensions such as digital access, mobile convenience, self-service control, personal choice, payment options, service coverage and real-time insights to improve decisions. Core solutions and Experience Enhancers are selectively combined in Hospitality Solution Studios™ tailored to specific hospitality settings and business needs. Agilysys operates across the Americas, Europe, the Middle East, Africa, Asia-Pacific, and India with headquarters located in Alpharetta, GA. For more information visit Agilysys.com. Mode: Work from Office Description: Agilysys delivers highly-available cloud services for the hospitality industry. We practice Agile methodologies, and our cross-functional teams build strong, collaborative relationships as partners in the delivery of quality solutions. As a member of the Agilysys SaaS Operations team, you are responsible for operating SaaS production services, and integrating service operations workflow with product development and customer support lifecycles. You have experience with application administration in a SaaS production environment. You will continually improve the way we deliver software as a service, by automating operations workflows, continually assessing and improving service performance, and cultivating collaboration across the development, support and operations lifecycle. Principal Responsibilities: Act as the primary administrator for designated production SaaS applications. Proactively monitor, apply upgrades & patches, troubleshoot problems and look to find ways to improve system performance and customer satisfaction. Act as a backup administrator for other designated SaaS applications when needed. Act as primary escalation point for production issues with designated SaaS applications. Develop and maintain a deep knowledge of SaaS application functionality, to aid in troubleshooting issues and to mentor field staff in understanding operational capabilities. Work cooperatively with product engineering teams to implement new products, facets of existing products or new solutions that will reduce costs, improve supportability and enhance reliability. Maintain a well-defined production application configuration, and adhere to a disciplined process for introducing change to production. Maintain adherence to standards, policies and procedures. Design and perform routine recurring tasks as defined by SaaS Operations maintenance documentation. Coordinate process efficiency efforts to improve application installation, troubleshooting and maintenance. Write and improve scripts to automate operational tasks. Generate metrics and reports to monitor application up-time, scalability and customer creation. Participate on customer or prospect conference calls as necessary to help define solutions or to provide technical consultation to customers on application specifics. Assist in maintaining documentation of disaster recovery processes, security policies, systems enhancements, and other important business processes that will improve the efficiency of systems usage. Maintain processes to meet industry-standard audit & compliance requirements. Experience working in a PCI-certified data center a plus. Create initial application configuration for new SaaS application instances. Ensure all baseline executables are scheduled; verify backups and disaster recovery plan. Manage moderately complex operations projects through all stages, including: conception and planning, incorporating input from other teams, proof of concept, build and roll out production solution, and documentation. May participate in on-call duties to maintain operational coverage. Education and Experience: Bachelor’s degree with a major course of study in Information Technology, or equivalent experience. 2+ years of recent experience practicing application administration in a production cloud/automated environment. 1+ years of recent experience with Windows or Linux systems administration. Technical Skills: Operating Systems: Experience administering applications hosted on Windows servers. Some familiarity with applications hosted on Linux operating systems. Database: Hands-on experience in Microsoft SQL Server 2016/ 2017 with an ability to write basic query and stored procedures. Operations Automation: Knowledge of scripting technologies, such as Powershell, Python, or Bash. Tools: familiar with the Atlassian suite: Stash/Bitbucket, Jira, and Confluence. About You: Enjoy working in a fast-paced environment with changing priorities. Cultivate collaborative relationships with team members across the operations lifecycle. Bring a sense of humor and a friendly, collaborative approach to solving problems. Calmly own and resolve unexpected requests that occur. Seek out opportunities for continual improvement; take ownership and collaborate with your team to implement. Communicate openly and effectively, with team members in operations, product engineering, and product support. Discuss your work with team members, ask questions, openly give and receive advice. Be disciplined and imaginative in your approach to design and engineering. Escalate issues as needed to other members of the SaaS Operations team. Other Desired Experience: Hospitality experience.
