Introduction
ntroduction :
In this role, you’ll work in one of our IBM Consulting Client Innovation Centers (Delivery Centers), where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world.​ Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology.
A career in IBM Consulting is rooted by long-term relationships and close collaboration with clients across the globe.
You’ll work with visionaries across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio; including Software and Red Hat.
Curiosity and a constant quest for knowledge serve as the foundation to success in IBM Consulting. In your role, you’ll be encouraged to challenge the norm, investigate ideas outside of your role, and come up with creative solutions resulting in ground breaking impact for a wide network of clients. Our culture of evolution and empathy centers on long-term career growth and development opportunities in an environment that embraces your unique skills and experience.

#LI-hybrid

Your Role and Responsibilities

• Lead the team in addressing and resolving SAS-related tickets promptly and effectively.
• Collaborate with team members to troubleshoot technical issues, ensuring timely resolution.
• Oversee the incident management process, ensuring that incidents are properly documented, analyzed, and resolved.
• Provide guidance to the team in implementing preventive measures to reduce the recurrence of incidents.
• Communicate with German-speaking clients regarding ticket status, resolutions, and preventive measures.
• Ensure clear and effective communication in German, addressing client concerns and inquiries.
• Proactively identify areas for service improvement and efficiency gains.
• Implement and oversee initiatives for continuous service improvement, collaborating with team members and stakeholders.
• Collaborate with German-speaking clients to understand their business requirements and objectives.
• Present findings and recommendations in German in a clear and understandable manner, fostering effective communication.
• Oversee and conduct quality checks on analytical models and reports to ensure accuracy and reliability.
• Monitor the performance of SAS solutions to identify potential issues before they impact clients.
• Implement measures to optimize system performance and enhance user experience.
• Responsible for the overall availability of the SAS tools and software environments.
• Provides support for multiple SAS clusters for production, and consolidation.
• Performs SAS software administration; including software configuration, updates, patches, and hotfixes and license renewals as needed on Linux / Redhat (RHEL) platforms.
• Executes actions necessary to achieve and maintain optimum SAS platform performance, reliability and availability.
• Identifies bottlenecks in production systems and provide solutions.
• Manage metadata identities, users, groups, and roles.
• Uses SAS Management Console to define connections to data sources, define libraries, and create metadata objects and folder structures
• Manages permissions to metadata objects.
• Serves as an escalation point for production and/or platform issues and acts as lead liaison with SAS Technical Support to resolve outstanding issues within the SAS environments.
• Provides on call production support through a rotation schedule.
• Lead and inspire a team of analysts, providing mentorship and support in ticket resolution and service improvement initiatives.
• Coordinate and allocate tasks among team members to optimize productivity.
• Foster a collaborative and proactive team culture.
• Ensure comprehensive documentation of ticket resolutions, processes, and improvements.
• Maintain an organized knowledge base for future reference and training purposes.
• Collaborate with cross-functional teams to integrate SAS solutions into broader business strategies.
• Facilitate communication between teams to address interconnected issues and optimize overall system performance.

Required Technical and Professional Expertise

• Bachelor’s or Master’s degree in a related field (Statistics, Data Science, Computer Science, etc.).
• Proven experience as a SAS Consultant with a focus on ticket resolution and service improvement.
• Strong leadership and interpersonal skills with the ability to motivate and guide a team.
• Fluent in German (spoken and written), Romanian and English mandatory
• In-depth knowledge of SAS tools and programming languages.
• Excellent problem-solving and analytical abilities.
• Effective communication skills for both technical and non-technical stakeholders.

Preferred Technical and Professional Expertise
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