Senior Customer Reliability Engineer - 28745
Chennai, Tamil Nadu, India
Job Category: Customer Experience
Lead Customer Reliability Engineer – Cloud Ops
Our Team
Informatica® is the only Enterprise Cloud Data Management leader that accelerates data-driven digital transformation. Informatica enables companies to fuel innovation, become more agile and realize new growth opportunities, resulting in intelligent market disruptions. Customer support team plays a vital role in enabling customers to overcome the most complex data challenges and transform big ideas into new realities. Our technical support team being Globally Rated outstanding by TSIA prides in customer-centric culture and our close partnership towards accelerating our product adoption and successful implementations. Join us to be a part of a team who are passionate about delivering the best experience for our customers.
Your Opportunity
We are looking for a Cloud Ops Engineer with a proven record of accomplishment supporting software products (Cloud or On-premise) to join our Global Customer Support team. In this role, you will use your analytical skills and influencer for becoming a trusted adviser to our customers on operational tasks and issues. You would also get opportunities to work with cross-functional Informatica teams across Product R&D, Customer Success and Professional Services teams. As an employee with Informatica's Global Customer Support Team:
You will be part of a strong team of knowledgeable and committed technical specialists and connected onto the worldwide Informatica technical pool.
On the job training and on-going learning and development are a key part of why our professionals are widely respected and are treated as world number one in technical support arena.
Thriving in a fast-paced support environment, you'll work with our customers and solve their complex technical problems, related to Informatica's flagship products like PowerCenter, Master Data Management, Data Quality, Data Catalog, and Data Engineering along with Cloud ecosystems like AWS, Azure with multitude of new-gen apps and databases.
Knowledge & Requirements:
- Diagnose and resolve technical inquiries related to Informatica’s hosted software products.
- Manage customers communications at all levels to maintain positive relationships.
- Own and manage Ops processes like RCA, critical incidents and monitoring/alerts.
- Lead a team of high performing technical/ops engineers to manage Informatica hosted servers for mission critical applications.
- Collaborate between Product Ops, Cloud Trust and various other internal teams
- Utilize information tools, training and experience to provide high level of customer satisfaction
- Participate in problem escalation and call prevention projects to help customers and other technical specialists increase their efficiency with our products
- Acquire specialized knowledge in specific Informatica Products
- Liaise with site reliability engineers teams on technical discussions as required to ensure tracking and resolution of Change Requests
- Own on-call rotations and shift staffing
Education & Experience:
- Bachelor’s degree in Computer Science or related technical field with 7+ years of industry experience
- Strong experience in Linux OS architecture and scripting knowledge is a must
- Excellent grasp of relational database management theory and practices
- Hands-on experience and knowledge of Cloud hosting infrastructure – AWS, Azure etc.
- Ability to work effectively and manage multiple customer issues simultaneously
- Excellent written, verbal communication skills
- High degree of analytical and problem-solving abilities
- Team player who shares ideas and resources
Unleash Your Potential
When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.
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Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.
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