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职位介绍

  • Manage, instruct, and guide a team of Cloud Engineers in their day-to-day activities surrounding customer support via Live chat and tickets, site migrations, application monitoring, and responsiveness to abuses reported by upstream providers
  • Be responsible for key performance metrics ensuring customer satisfaction
  • Meet aggressive system and application availability objectives while providing hands-on leadership during customer-impacting events (outages and incidents)
  • Provide immediate response/remediation/ and escalation for incidents during the shift
  • Manage resources to performance expectations via tracking and maintaining individual performance metrics, including incident management, chats & ticket performance, and process/procedure adherence as well as constant reinforcement to ensure SLA’s are met
  • Establish and drive clear accountability for all team members, create an environment that enables effective team performance and excellent communication
  • Conduct regular team meetings as well as one-on-one sessions with staff members
  • Onboard, and train new hires in process and procedure adherence as well as the use of tools and understanding of production platform interdependencies
  • Maintain employee shift schedules ensuring adequate resource coverage at all times
  • Maintain daily shift stats compilation, shift logs, analysis of “not at all well” customer ratings, the response on cross-departmental queries during the shift
  • Develop, document, maintain and disseminate new processes and procedures for platform monitoring, incident validation, remediation, and escalation
  • Ensure 24x7 availability to work with the team in addressing incidents/outages where managerial guidance is required

工作详细内容

全部职位:
2 发布
工作时间:
早班
工作类型:
部门:
Operations
工作地址:
性别:
男性
最低学历:
学士
职位等级:
资深专业人员
电话预约已成功,我们的专家会在短时间内与你联系:
5年
在之前申请:
Oct 07, 2021
发布日期:
Sep 06, 2021
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Gaditek

· 601-1000 员工 - 卡拉奇

Founded in 2008, Gaditek is a new age technology company that believes in employee-centricity. Over the past decade, we have grown from a team of 3 people and 1 product to over 550 employees, 15 internationally recognized brands in 7 different industries including Managed Cloud Services, Cyber Sec ...阅读更多