Zadara is hiring a

Manager, Cloud Support

Bengaluru, India
Full-Time
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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