Job Title: Lead, Cloud Support

Department: Technical
Location: FF Towers
Number to Hire: 1
Job Type: Permanent
Minimum years of Experience: 5


• Work with the Cloud operations team to provide 24/7 support to Cloud customers.
• Comply with support processes and procedures to ensure
customer satisfaction and service level objectives (SLO) are met.
• Monitoring and ensuring maximum uptime on Cloud platform
• Provide first level support for Cloud customer complaints
• Providing timely and effective responses and updates to work tickets and other requests
• Identify, recommend and implement potential improvements to service efficiency.
• Ensure quality, up-to-date documentation exists for all service arrangements
• Making sure that customer SLAs are met, periodical customer reports and updates are sent
• Support in ensuring 24 X 7 operations of Cloud Services, Disaster Recovery, Data Repository, and Remote Operations Services.
• Develop and oversee Service Desk, Event Management, Incident Management, Problem Management and Capacity Management processes.
• Ensure successful backup and/or replication of Customer Data in a secure manner.

• Contribute and enhance Security policies and procedures for Cloud Services. Implement System Management Tools to provide monitoring and management of all Cloud infrastructures.
• Define and report key performance indicators to monitor process health; define and report customer facing service metrics.
• Conduct Research and development (R&D) activities.
• Liaise with the marketing team to revise marketing collateral such as brochures, website, product descriptions, new press releases and assist in coordinating public marketing campaigns.

• Conduct System Outage Analysis to prevent recurrence

• Manages the Cloud Support Team


Qualifications, Skills & Competencies

• Bachelor's Degree in Computer Sciences, Information Management or related engineering field is preferred
• Minimum of five (5) years’ experience in Cloud services.

• Experience with Microsoft Public, Hybrid and Private cloud
• Experience working with Windows/Linux operating systems
• Strong Cloud experience skills Azure, AWS, VMware
• PowerShell scripting experience will be an added advantage
• Networking experience will be an added advantage.
• Certifications in Linux, Hyper-V Cluster, Windows Server, Microsoft System Centre, VMware, Storage, and other Cloud Technologies considered a plus for this position.
• Excellent customer engagement skills
• Excellent oral and written communication skills

Demands of the Job

• Problem solving skills
• Ability to work under pressure
• Ability to take ownership
• Prioritizing skills
• Troubleshooting skills
• Ability and willingness to put in extra time and effort when the work demands it