Cloud Operations and Customer Support Team Lead
3 weeks ago
The role of a Cloud Operations and Customer Support Team Lead is crucial in delivering cutting-edge solutions to clients. As a key team member at Blackspoke, you will be responsible for tailoring cloud-based services to meet the unique needs of our customers.
About the Position
This position requires a strong background in cloud operations and customer support. As a Cloud Operations and Customer Support Team Lead, you will oversee the availability and performance of CORE web services. You will also provide strategic leadership to enhance team performance and service delivery.
Responsibilities
- Serve as the primary contact for the Cloud Operations and Customer Support Team, ensuring high availability and performance of CORE web services.
- Provide strategic leadership to enhance team performance and service delivery.
- Optimize operational processes and methodologies for efficiency.
- Deliver outstanding technical support and customer service, responding to and resolving issues promptly.
- Collaborate with engineering teams to support the user consumption of applications in a complex enterprise cloud environment.
- Monitor applications to identify and address performance or availability issues.
- Continuously assess application infrastructure for scalability and performance improvements.
- Develop and maintain detailed documentation for application support procedures.
Requirements and Qualifications
- Bachelor's Degree in IT, related technical discipline, or equivalent combination of education and experience.
- 5+ years of experience in IT, with a strong focus on cloud operations and customer support.
- Technical and Leadership Skills:
- Proven leadership skills with the ability to collaborate effectively across teams and disciplines.
- Proficiency in AWS cloud services and infrastructure management.
- Strong troubleshooting and problem-solving abilities.
- Experience delivering customer-focused technical support.
- Solid understanding of Linux distributions (e.g., RedHat, CentOS).
- Familiarity with DevOps practices, Agile/Scrum methodologies, and CI/CD tools (e.g., GitLab CI, Nexus).
- Excellent communication and teamwork skills.
- Certifications and Security Clearance:
- Compliance with DoD 8140 IAT Level II or higher.
- Must be eligible for a Top Secret/SCI clearance.
What We Offer
- $120,000 - $150,000 per year, based on experience.
- A competitive compensation package.
- Comprehensive benefits, including medical, dental, and vision insurance.
- Opportunities for professional development and career growth.
- A collaborative and innovative work environment.
US Citizenship Required with Active Security Clearance.
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