Cloud Operations Shift Lead
Cloud Operations Shift Lead
Posted on :
23-08-2024
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Job Description
Requirements
Must haves:
- Previous handson experience in leading a Support Software Applications or Helpdesk Team.
- Excellent communication/organization skills and command of business English
- Technical Background in Infrastructure preferably in Cloud
- Amenable to work on rotating shift schedule
- Amenable to work on a hybrid setup (2x WFH/week) in BGC Taguig
Person Specification
- Drive to investigate lead and implement new technologies recommend improvements and continuously develop the products we support
- Knowledge of agile development/SDLC processes and handson participation in sprint planning meetings daily standups and sprint retrospectives with UK and Manila teams.
- Experience in working in multiple time zones/countries and rotating shift systems to align with business demands.
- Work and communicate effectively with colleagues enduser clients and various levels/roles of management
Qualifications that would be advantageous for the position:
- Any Cloud Certification
- Degree holder preferably in Information Technology Computer Science or Computer Engineering.
- Familiarity with ITILv3 or ITIL v4
- Working knowledge of Microsoft Office products and of financial reporting (cost management and optimization)
Role
- Provide pre and postsupport for software application releases working in a global team providing 24/7 support using an 8hour revolving shift pattern. You will be the most senior support analyst within a shift and will provide guidance and coaching to the team.
- Manage and handle all incident requests for L1 and L2 within the shift. Act as the escalation point for any incidents that may need L3 intervention to our engineers or 3rd party suppliers.
- Determine root cause analysis resolve and communicate solutions to customers.
- Develop competency of the ServiceNow product and build knowledge so functionality can be used to manage incidents and report performance.
- Assist / Manage the health of the service queue and ensure all deliverables are performed with good quality
- Manage coach and mentor team members on all aspects of the service. Build supporting training material/knowledge transfer to ensure the right level of competency is achieved to support the applications/clients expectations and their personal growth.
- Responsible for ensuring the team is meeting performance measures adhering to SLAs and agreed standards/processes that always provide excellent customer service.
- Schedule shift patterns/working times and provide backup support to meet the needs of the business/client expectations.
- Provide regular reporting of performance KPIs and specific SLAs or trends to stakeholders on a regular basis.
- Drive regular Incident Management reviews/audits/surveys and develop strategies for improvement based on lessons learned/survey feedback.
- Network with other support teams to share best practices and develop the teams impact
- Liaise and manage communications with stakeholders/customers providing necessary touchpoints communications and relationship management
Remote Work :
No
Employment Type
Full Time
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