Smart Data Solutions

DevOps Engineer

• Define and execute the SRE strategy to ensure high availability, reliability, and performance of SDS’s SaaS platform.
• Establish organizational goals, KPIs, and SLAs for system uptime, incident response, and customer satisfaction.
• Drive alignment between SRE, Product, Engineering, and Customer Success teams.
• Lead and mentor Engineering Managers overseeing Support & Monitoring teams.
• Build a high-performing SRE organization focused on proactive monitoring, automation, and rapid incident resolution.
• Oversee incident management processes, ensuring timely resolution and root cause analysis.
• Implement robust monitoring, alerting, and observability frameworks to detect and prevent issues before they impact customers.
• Serve as an escalation point for critical customer issues impacting system reliability.
• Develop strategies to improve customer experience through proactive communication and reliability improvements.
• Establish best practices for incident response, change management, and post-mortem reviews.

VP of Site Reliability Engineering

Customer Success Manager

• Perform and lead specific delivery activities working across teams to drive expected delivery outcomes
• Participate and work across teams as single point of contact for delivery in defining and finalizing deliverables, metrics, service levels and financials included in the Statement of Work, Master Service Agreement, or other contractual documents
• Responsible to identify opportunities for growth, driving upsell and cross sell opportunities
• Develop and maintain direct customer point of contact for delivery relationships.
• Proactively identify potential issues and drive resolution to avoid customer impact
• Facilitate continuous improvement through process improvement, automation and innovation
• Drive delivery excellence through voice of the customer and working across towers and disciplines to ensure we provide the highest quality service
• Manage overall account budgets and financials to meet or exceed targets
• Facilitate Steering Committee and Quarterly Business Reviews working with Client Partners and Internal Leaders
• Adherence to standards and/or best practices for collateral creation, contract management, delivery governance, and other key standards
• Support development and delivery of new products and services
• Perform other duties as assigned

Senior Client Success Leader

Operations

• Document Processing
• Opening, sorting, batching and quality control of documents in a timely manner
• Preparing, verifying, and counting documents for scanning in a timely manner
• Preparing documents for scanning by unfolding/uncreasing, taping, removing rubber bands, or unstapling documents in a timely manner
• Fixing tears and making copies of documents, if needed
• Following proper sorting method with appropriate cover sheets as trained
• Ensuring Hi-Trust certification requirements are met
• Properly identifying P.O. Box, client name, and patient name on documents
• Processing incoming mail based on customer required instructions
• Ensuring assigned work is completed to align with customer service level agreements
• Scanning when business need arises
• Maintaining acceptable levels of productivity

Operations Document Processor/Scanner Operator, Evening Shifts

Full-stack Engineer

• Performs continuous monitoring of the production state of all assigned customers.
• Troubleshoots and corrects technical systems to ensure transactions are moving through the system properly.
• Recognizes aging transactions and works to resolve issues to keep the transactions moving.
• Assesses and monitors threats daily.
• Ensures that customer data workflows and exports are executing correctly and within SLAs.
• Communicates to customers (via emails) about SDS workflows.
• Adheres to SDS’s courteous and professional, written and verbal, communication standards.

VP of Site Reliability Engineering

Senior Client Success Leader

Operations Document Processor/Scanner Operator, Evening Shifts

Software Engineer I, Monitoring