The Cloud System Engineer will be a critical member of the Production Services Team, responsible for safeguarding the processing integrity and timeliness of customer data hosted in our SaaS services. This role includes 24/7/365 on-call duties and focuses on monitoring, performance, and capacity issues, as well as remediating production-related issues to meet the team's Service Level Agreements (SLAs). Key Responsibilities: System Monitoring: Continuously monitor the performance and capacity of cloud-hosted SaaS services, ensuring the integrity and timeliness of data processing. Incident Management: Participate in an on-call rotation, providing Tier II/III support related to system incidents, including diagnosing, troubleshooting, and remediating issues. Compliance & Security: Adhere to all company guidelines and policies related to SOC2 Type II and ISO27001 compliance. Implement and monitor security controls as per established guidelines. Performance Tuning: Proactively identify bottlenecks and performance issues, taking appropriate actions working with R&D and other stakeholders Data Integrity: Ensure that all system activities and processes comply with established protocols, safeguarding data integrity and confidentiality. Collaboration: Work closely with other departments such as the Cloud Operations, Application Services, Cloud PMO, and Cloud GRC to collaborate on projects, policies, and compliance. Documentation: Maintain documentation of all system configurations, updates, and procedures for both internal team and compliance purposes. Efficiency: Utilizes AI-enabled tools (e.g., chatbots, documentation automation, analytics assistants) to improve efficiency, accuracy, and streamline routine tasks while following company AI governance and data privacy standards