Manager, Cloud Support

Job Overview:

Responsibilities and Duties:

• Manage, instruct, and guide a team of Cloud Engineers in their day-to-day activities surrounding customer support via Live chat and tickets, site migrations, application monitoring, and responsiveness on abuses reported by upstream providers
• Responsible for key performance metrics ensuring customer satisfaction.
• Meet aggressive system and application availability objectives while providing hands-on leadership during customer-impacting events (outages and incidents)
• Provide immediate response/remediation/ and escalation for incidents during the shift
• Manage resources to performance expectations via tracking and maintaining individual performance metrics, including incident management, chats & ticket performance, and process/procedure adherence as well as constant reinforcement to ensure SLA’s are met
• Establishes and drives clear accountability for all team members, creates an environment that enables effective team performance and excellent communication
• Conduct regular team meetings as well as one-on-one sessions with staff members
• Onboard, and train new hires in process and procedure adherence as well as use of tools and understanding of production platform interdependencies
• Maintain employee shift schedules ensuring adequate resource coverage at all times
• Maintain daily shift stats compilation, shift logs, analysis of “not at all well” customer ratings, response on cross departmental queries during the shift 
• Develop, document, maintain, and disseminate new processes and procedures for platform monitoring, incident validation, remediation, and escalation
• 24 x 7 availability to work with the team in addressing incidents/outages where managerial guidance is required
• Problem analysis of platform and environmental issues, ensuring strict SLA compliance in issue response, resolution, escalation, and incident communication.  

Qualifications:

• Graduate (16 years of education) required.
• Previous managerial experience
• Work experience in a similar environment
• Customer-focused with strong customer service skills
• Capable team leader; can provide constructive feedback and support
• Verbal and written communication skills
• Adept at assessing situations and making decisions
• A positive attitude is a must
• Available for a flexible schedule
• Experience with various Support Communication Systems is plus, such as; Live Chat, Zendesk, Intercom as well as large scale Phone and Chat support systems.