CA Technologies Sr Principal, Service Delivery Manager in Burlington, Massachusetts

Do you want to help eliminate barriers between ideas and business outcomes? We want you to bring your unique experiences and creative ideas to the table. CA Technologies provides software and solutions that help our customers to develop, manage, and secure complex IT environments to increase productivity and enhance competitiveness in their businesses. It’s our aim to encourage global collaboration and results-oriented innovation, while supporting and developing our talented people and our communities. CA Technologies will empower you to drive authentic success, for both the business and yourself in the application economy.

We are looking for a talented Sr. Principal, Service Delivery Manager to join our talented SAAS team in our Burlington, MA or Santa Clara, California office.

  • Responsibilities:*

  • Service Delivery

o Manage service delivery across all aspects of the service including core components, secondary components, and third-party components to ensure SLA achievement

o Create and implement a strategy to ensure we meet uptime and performance SLAs and other financial/operational metrics for the service.

o Contribute to new product implementation and provide upkeep and maintenance to existing services.

o Implement techniques for keeping systems available by designing simple, repeatable, and reliable solutions.

o Capacity analysis and planning, traffic routing, and security policies for the service.

o Continually innovate and reduce technical debt

o Establish meaningful and actionable KPIs

  • Incident Management

o Runs the swarm calls for any critical issues. Puts in place an effective process that allows us to have a clear and qualified owner of the call.

o Manage a virtual team of engineers focused on providing 1st level response for production issues and drive resolution

o Participate as a technical expert providing solutions to operations problems.

o Analysis of complex system behavior, performance and application issues.

o As required, perform troubleshooting and root cause analysis on release issues

o Establish best practices and create runbooks for the team to adopt

o Demonstrated experience in being decisive and driving timely actions in high-pressure situations during service incidents

  • Change Management

o Active participant in the Change Advisory Board in reviewing and approving proposed changes

o Maintains a release repository and manages key information such as build and release procedures, dependencies, and notification lists

o Manage risks and resolve issues that affect scope, schedule, quality and operational readiness

  • Personnel and Process Assessment and Remediation Plans

o Assess current staffing and process and identify recommendations

o Deliver efficiencies through industrialized processes and improved automation

o Manage relationships and coordinate work between different teams at different locations

o Ensuring all staff (Ops, Services) is properly trained before allowing them to perform changes to the environment

  • Collaboration with Engineering and DevOps

o Provide input into the monitoring and DFM requirements that will drive improved operations of the service

o Provide input into the operations requirements that will drive improved operations of the service; both from a tactical and strategic perspective

o Continuously research cloud-based infrastructure evolution and provide feedback loops for improvements, changes, or re-architecture

o Work with DevOps and Engineering teams to ensure the stability and reliability of our platform

o Support the development, maintenance, and operations of cutting-edge infrastructure deployment tools.

  • Note: This is an on-call position for escalations and incidents.

  • Qualifications:*

  • Solid operating system architecture and platform understanding: Linux (primary), Windows (Desirable). Possible support/systems engineer certification on one or more platforms.

  • Solid networking architecture, component, and infrastructure skills.

  • Solid database architecture and conceptual understanding, e.g. relational databases, operational considerations, tuning, database administration, preferable on Oracle platform.

  • Excellent application architecture and development awareness, e.g. architectural patterns, development lifecycle and tools, programming techniques, methods, languages, DevOps methods and tools, Agile / SAFe etc.

  • Excellent understanding of security principles, e.g. secure application development, infrastructure security architecture and hardening, encryption and key management, pen-testing and vulnerability management, compliance requirements and frameworks.

  • Additional Attributes and Skills:*

  • Able to define and implement structured approaches or methods to simplify analysis and co-ordinate resources.

  • Demonstrable, clear understanding, of the importance and practice of evidence-based decision making and conclusions.

  • Passion, determination, and focus on service improvement, problem resolution, and customer satisfaction.

  • Interpersonal skills to resolve conflicting opinions and ideas and interact with senior customer stakeholders.

  • Excellent spoken and written English communication skills.

  • Collaboration, negotiation, and interpersonal skills to motivate peers and colleagues.

  • Business context understanding and ability to adapt the message to the audience, communicating clearly and confidently with senior internal and external stakeholders.

  • More About Working at CA:*

CA has earned scores of Workplace Excellence awards in the last few years – and there’s a reason for that. Here you’ll have the opportunity to eliminate barriers for our customers and earn a competitive compensation and total rewards package – all while pushing the boundaries of what’s possible by collaborating with a diverse team of global innovators. In short, CA’s fun, diverse, and fast-paced culture has put us on the map as one of the best employers in Information Technology.

We offer competitive salary, company-sponsored premium Medical/Prescription & Dental Plans, company-paid Holidays, Vacation, Anniversary Service and Sick Days, 401(k) Plan, Education/Training Reimbursement, Charitable Gift Program, Adoption Assistance Program.

Learn more about CA Technologies and this opportunity now at

We and all of our subsidiaries are equal opportunity employers. As such, it is our corporate policy to fill positions with qualified candidates regardless of the candidate’s race, color, sex, age, religion, ancestry, national origin, citizenship status, marital status, sexual orientation, gender identity, genetic information, disability, pregnancy, military status, veteran status or any other protected group status.

/ Note to Recruiters and Placement Agencies: We do not accept unsolicited agency resumes. Please do not forward unsolicited agency resumes to our website or to any of our employees. We will not pay fees to any third party agency or firm and will not be responsible for any agency fees associated with unsolicited resumes. Unsolicited resumes received will be considered our property and will be processed accordingly./

/ If you require an accommodation with the online application process, please contact Talent Acquisition at 1-800-454-3788./