Manager, Cloud Support Operations

Your Team & Role

As a Manager, Cloud Support & Operations, you oversee support team members, ensuring timely assistance for customers. Your role involves managing daily operations, enhancing support processes, collaborating with other departments, and developing strategies for improved customer experience. The successful candidate will have a strong background around customer interaction, system issue management and problem resolution.

Your day to day:
• Manage and lead team
• Build the effectiveness, productivity and performance of the Cloud Support Team
• Foster collaboration and building relationships within the team.
• Support and mentor team, providing escalation support for service requests
• Lead by example; demonstrating Zadara core values.
• Execute managerial administrative responsibilities related to the Company and employees.
• Ensure adherence to Company policies, procedures, and compliance requirements.
• Customer Experience
• Proactively ensure effective coverage and high quality of services for all customers.
• Follow open tickets daily and alert the support team if not being addressed sufficiently or timely.
• Provide interface and advocate for customers to get support and tickets resolved within SLA
• Serve as an escalation point.
• Establish regular monitoring efforts of customer cloud utilization of the services, performance metering and health check / Issues.
• Manage and coordinate resolution for major incidents that may impact customer operations. *Incidents may occur during off hours.
• Monitor and measure customer satisfaction and product usage.
• Develop and build upon existing Incident Response plan to ensure seamless flow events should an issue arise
• Create standard operating procedures around Alerting and Monitoring.
• Provides Support Desk measurements for business tracking
• Logs and tracks calls using problem management database, and maintains history records and related problem documentation

What you bring :
• Exceptional customer management, presentation and communication skills.
• Exceptional leadership, collaboration and negotiation skills working in a complex, matrix organizational structure.
• Excellent communication skills, execution of team and individual goals and communicating strategy, tactics, and behaviors required to achieve those goals.
• Experience leading, attracting, developing, and retaining high-performing teams.
• Solid experience in Project Management and/or technical account management experience
• Great writing skills and ability to write and deliver individual reviews.
• Technical knowledge and experience at Network Administrator/Network Engineer, including debugging networking problems on Ethernet infrastructure.
• Knowledge and experience with Linux.
• Solid understanding of storage, virtualization, or applications that require storage.
• Experience in large scale server architectures.
• Experience in Shell/Python scripting.
• Ability to travel (infrequently).

Nice to haves :
• Cloud infrastructure experience

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