Job Responsibilities :

- Provide leadership and accountability for the overall service delivery of the 24x7 L1, L2, and L3 cloud operation engineers/support team.

- Manage strong client relationships and execute smooth stakeholder management.

- Task allocation and tracking mechanism with a combination of ITSM and Agile tools for both service delivery and sprint completions.

- Understands AWS or Azure services and should have good knowledge of cloud services like compute services, load balancing, storage, security services etc.

- Should have handled or been a part of infrastructure audits like ISO, SOC, PCI, AWS audits etc.

- Own the monthly or quarterly activities and performance reviews with clients and propose solutions to ensure successful and timely delivery of the projects in accordance with Service Level Agreements (SLAs).

- Understand the ITSM framework and implement the ITIL best practices based on the identified gaps in processes while offering solutions to the customers as well as the internal support teams.

- Strong problem-solving skills and root cause analysis understanding.

- Facilitate new customer onboarding by effective collaboration with internal teams and customers.

- Come up with initiatives to continuously improve service performance and reliability of the L1/L2/L3 team for enhanced customer service.

- Ensure proper solutions and knowledge management best practices are followed and also integrate continual service improvement processes to continually refine and improve service desk performance.

- Manage restoration of service in case of critical incidents within defined SLAs.

- Good in Excel and PowerPoint presentations.

Must-Have :

- Minimum experience of 7 - 10 years of experience in AWS or Azure Service Delivery.

- Basic understanding of Cloud Infrastructure (AWS or Azure).

- Strong Written and Verbal Communication skills.

- 10+ years of Experience in applying and managing IT Service Management processes preferred.

- Experience with Service Management tools and systems, including service catalogs, knowledge base management, and reporting tools.

- Should have knowledge of ITSM platform(s) such as ServiceNow, BMC Remedy, Freshdesk, etc and also understands the administration of ticketing platforms with respect to forms, workflows, categories etc.

- Good interpersonal skills and relationship-building skills. Excellent customer service skills to be able to serve customers in a team-oriented, collaborative environment.

- A proven track record of working in a similar capacity providing 24 x 7 IT Infrastructure management support to global customers.