Your Team & Role:
The Manager, Cloud Support role will oversee a team of highly skilled cloud support engineers, ensuring that customer inquiries are resolved efficiently and effectively. This role requires a deep understanding of technical issues, excellent leadership abilities, and a passion for delivering world-class customer service. You will work closely with cross-functional teams to identify, troubleshoot, and resolve complex technical problems while ensuring customer satisfaction.
Your day to day:
- Team Leadership & Management
- Lead by example, demonstrating Zadara core values.
- Execute managerial and administrative responsibilities related to the Company and its employees.
- Ensure adherence to Company policies, procedures, and compliance requirements.
- Manage and lead Cloud Support Engineer team members.
- Build the effectiveness, productivity, and performance of the team.
- Identify and work to remove obstacles to the team's productivity.
- Foster collaboration and building relationships within the team.
- Support team members in day-to-day operations.
- Support Customer production Cloud infrastructure and applications, ensuring tickets are resolved within SLA
- Engage directly with high-priority customers to understand their needs, provide expert-level support, and ensure timely resolution of technical issues.
- Design and optimize support workflows, procedures, and best practices to improve efficiency and quality of service.
- Oversee the management of critical incidents, ensuring prompt communication with stakeholders and thorough post-incident analysis to prevent future occurrences.
- Develop and build upon the existing Incident Response plan to ensure a seamless flow of events should an issue arise.
- Monitor and analyze support metrics (e.g., response time, resolution time, customer satisfaction scores) to identify trends, areas for improvement, and opportunities to enhance the customer experience.
- Work closely with Sales, Product, Engineering, and Quality Assurance teams to relay customer feedback, identify product issues, and develop solutions.
- Create and maintain a comprehensive knowledge base, FAQs, and troubleshooting guides for both customers and support staff.
- Deliver occasional training to internal/external Customers and team members.
What you bring:
- Fluent in English (spoken and written).
- Must live within commuting distance to Zadara’s Bangalore office.
- Minimum of 5 years experience managing support teams of highly technical engineers
- Desirable FC SAN knowledge.
- Deep knowledge and experience with the administration and support of Linux environments.
- Solid understanding of networking
- Solid understanding of storage, virtualization, or applications that require storage.
- Experience in large scale server architectures.
- Experience in Shell/Python scripting.
- Exceptional customer management, presentation and communication skills.
- Ability to be on-call periodically to handle support issues after business hours.
- Ability to travel (infrequently).
- Excellent communication skills, execution of team and individual goals and communicating strategy, tactics, and behaviors required to achieve those goals.
- Experience with data analysis and reporting to track KPIs and identify trends.
- Experience leading, attracting, developing, and retaining high-performing teams.
- Excellent writing skills and ability to write and deliver individual reviews.
- Exceptional leadership, collaboration, and negotiation skills working in a complex, matrix organizational structure.
Your Education:
- Bachelor’s Degree in Computer Science or Engineering (or equivalent work experience).
Nice to haves:
- Certifications in ITIL, CompTIA, or other relevant technical support methodologies.
- Familiarity with DevOps practices or cloud technologies (AWS, Azure, Google Cloud).
- Proficiency with CRM and customer engagement tools.
Benefits:
- 100% Paid Health Insurance - Family Coverage
- Rewards & Recognition
- Learning & Development
- Events & Experiences
- Life Moments recognition
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