ABOUT CINCOM
Cincom builds and supports enterprise software used by organisations across EMEA, with three main product lines: CPQ, Eloquence (customer communications management) and Smalltalk. Our customers run our products on their own infrastructure and, increasingly, hosted and managed by Cincom in the cloud. We are reorganising engineering, delivery and support so customers get one consistent, well-run service whatever they buy and however it is deployed.
PURPOSE OF THE ROLE
You will run Cincom’s hosted customer estate day to day, making sure every hosted customer gets a secure, reliable and cost-controlled service. You will manage our cloud services for those customers, build and configure their environments to our reference designs, and work closely with our Kubernetes Engineer, who will move into your team once the structure is finalised.
Hosted Services is part of our new Support function, which is building a professional 24/7 service across all our products. You will work closely with the Principal Infrastructure Architect, who owns the reference designs and sizing, and with the product DevOps teams.
KEY RESPONSIBILITIES
Run the hosted estate
- Own the day-to-day operation of hosted customer environments: patching, backups, monitoring, capacity and change.
- Act as the senior escalation point for hosting incidents, and drive them to resolution with the product teams where needed.
- Run disaster recovery tests on schedule and fix what they find.
- Keep runbooks and operational documentation current.
Cloud services and cost
- Manage our cloud subscriptions and services for hosted customers, mainly Azure.
- Track and control cloud spend for each customer, and flag cost or capacity issues early.
- Manage reserved capacity, renewals and cloud provider support cases, working with the Principal Infrastructure Architect and Finance on commercial decisions.
Build and configure
- Build and configure new customer environments to approved reference architectures, using infrastructure as code.
- Work with the Kubernetes Engineer to run and improve our container platform.
- Set up test environments, and support the Principal Infrastructure Architect and product teams in performance-testing configurations for hosted and on-premise deployments.
Customers
- Be the technical contact for hosted customers on their environment, availability and service levels.
- Report on availability, incidents and performance against hosting service levels.
- Onboard new hosted customers smoothly, working with Delivery and Client Success.
Lead and improve
- Lead and develop the Kubernetes Engineer once the Hosted Services structure is finalised. Until then, the Kubernetes Engineer sits in the Eloquence product engineering team and you will work closely with them.
- Automate repetitive work, and improve monitoring and alerting.
- Provide evidence and controls for ISO 27001 and SOC 2 certification, working with our process and compliance lead.
Requirements
Essential
- Several years running production customer environments in Azure, at a software vendor or managed service provider (AZ-104 or equivalent level).
- Hands-on infrastructure as code, using Terraform, Bicep or similar.
- Working experience with Kubernetes and containers, ideally Azure Kubernetes Service.
- Strong Windows and Linux server administration, plus relational databases (for example SQL Server, Oracle or PostgreSQL).
- Backup, disaster recovery and monitoring tooling in practice, not just in theory.
- Comfortable talking to customers about their service, and calm under incident pressure.
- Able to work effectively as part of a remote team spread across time zones.
Desirable
- Experience of performance or load testing tools.
- Cloud cost management or FinOps experience.
- Experience in an ITIL-based support organisation, and in ISO 27001 or SOC 2 environments.
- Some experience leading or mentoring an engineer.
WHAT SUCCESS LOOKS LIKE IN THE FIRST 12 MONTHS
- Hosting service levels met and reported to every hosted customer.
- Patching and backups on schedule across the estate, with disaster recovery tested and documented.
- Cloud spend known for each customer, with no surprises.
- New customer environments built through infrastructure as code, to reference designs.
- Fewer repeat incidents, and runbooks the wider Support team can use.
Benefits
- Independent Contractor (Contractor is responsible for applicable taxes and statutory obligations, subject to the agreement and local law)
- Full-time role
- Availability for occasional short travels
- Payment in USD
- Equipment provided by the company
- Contractor fee range - $2,500–$3,500 USD per month
Equal Opportunity Employer
PartnerOne is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.
AI Use Disclosure
During our recruitment process, we may use technology, including AI-assisted tools, to support application review or scheduling. These tools support our recruiting team and do not replace human decision-making. Where required, candidates will receive additional information about the tool and applicable rights.
This job posting is for an existing vacancy.
