Cloud Operations Support Lead

1 week ago

Norcross, Georgia, United States USAN Full time
Job Overview

Position Title: Cloud Support Supervisor (Night Shift)

Role Summary:
Step into a pivotal leadership position as a Cloud Support Supervisor at USAN, where you will guide the Cloud Operations Support team in providing outstanding assistance to our software services solutions and AWS Managed Services clientele. As the supervisor for the night shift, you will oversee daily functions within our 24x7 Help Desk and Network Operations Center, ensuring that all team members are aligned with our dedication to operational excellence and client satisfaction.

Key Responsibilities:

  • Lead and mentor the Cloud Operations Support team, ensuring that team members are performing at their best through guidance and coaching.
  • Manage the daily operations of the 24x7 Help Desk and Network Operations Center, ensuring adherence to all Service Level Agreements (SLAs) and prompt resolution of client issues.
  • Act as the primary escalation point for complex or urgent incidents, coordinating with Tier 3 support teams and other stakeholders for swift resolution.
  • Conduct regular performance assessments and provide constructive feedback to team members, fostering a culture of continuous improvement and professional development.
  • Ensure thorough documentation of all client interactions, troubleshooting steps, and resolutions within our ServiceNow IT Service Management (ITSM) system.
  • Monitor and evaluate team performance metrics, identifying areas for enhancement and implementing strategies to improve service delivery and operational efficiency.
  • Collaborate with cross-functional teams, including product development, project management, and client success, to align support efforts with broader business objectives.
  • Lead recovery efforts during outages, managing communications and coordinating resources to minimize client impact while ensuring accurate documentation of incident timelines.
  • Drive the creation and refinement of Standard Operating Procedures (SOPs), ensuring that best practices are documented and disseminated across the team.
  • Stay updated on the latest advancements in cloud technologies, AWS services, and industry best practices, ensuring that the team remains knowledgeable and effective.

Qualifications:

  • Demonstrated leadership experience managing or supervising a technical support or operations team.
  • Strong technical knowledge and understanding of cloud technologies, AWS services, and IT Service Management (ITSM) practices.
  • Excellent communication and interpersonal skills, with the ability to effectively manage client relationships and team dynamics.
  • Ability to excel in a mission-critical, 24x7 environment, with flexibility to address urgent issues outside of standard working hours.
  • Commitment to ongoing professional development, including advanced AWS Certifications (Solutions Architect, SysOps Administrator, DevOps Engineer, etc.).
  • Bachelor's degree in Information Technology, Computer Science, or a related field, or five years of cumulative industry experience in a related field.
  • Minimum of 3-5 years of experience in a cloud operations or technical support role, with at least 2 years in a supervisory or leadership capacity.
  • Proven experience in managing escalations, leading incident response efforts, and enhancing operational processes.
  • Familiarity with ITIL practices and experience using ITSM tools to manage and track incidents and service requests.

Benefits:

  • Competitive salary and comprehensive benefits package, with opportunities for leadership advancement.
  • Access to ongoing training, certification programs, and professional development resources.
  • A dynamic and collaborative work environment that values innovation, teamwork, and excellence.
  • Opportunities to influence the strategic direction of the Cloud Operations Support function and contribute to company-wide initiatives.

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