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Assistant Manager Cloud Operations

GADITEK is looking for an experienced and enthusiastic Assistant Manager Platform Operations (Shift Manager), as part of the Platform Operations support division to manage a team of remote & global Cloud Engineers.

As a shift manager, you will oversee daily operations, act as the liaison between staff and upper management, and work closely with your team to maximize customer satisfaction.

Once you are here, you will:

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
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
Establishes and drives clear accountability for all team members, creates 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 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
24 x 7 availability to work with the team in addressing incidents/outages where managerial guidance is required

What does GADITEK offer you?

GADITEK is a new age company that is focused on just one thing: keeping you relevant in the market.
We work hard. Harder than most other places of work in the same hours. But we also purposefully find ways to allow our teams to enjoy work together.
As a result, we’re among the top IT and technology companies in Pakistan.
Working with us, you will never have to worry about being left behind in the market or losing your market value.
You will always remain market competitive, work on challenging new projects that require you to put your knowledge and experience to create amazing solutions that you’re proud of and which help us go to new places.

Relevant Experience:

To perform this job successfully, you must be able to perform each essential duty mentioned above satisfactorily.
The requirements listed below are representative of the knowledge, skill and/or ability required for this role.

Education

Minimum Bachelor’s Degree or equivalent experience.

Total Work Experience

5+ years of proven experience in customer-focused with strong customer service skills.

Required Skills:

Previous managerial experience
Work experience in a similar environment
Customer-focused with strong customer service skills
Capable team leader; can provide constructive feedback and support
Verbal and written communication skills
Adept at assessing situations and making decisions
A positive attitude is a must
Available for a flexible schedule
Experience with various Support Communication Systems is plus, such as; Live Chat, Zendesk, Intercom as well as large scale Phone and Chat support systems.
UPS for Critical Staff
Monthly Internet Allowance
Internet Device
Pausing all pending Loan Installments
Additional OPD Benefits for our Office Staff
Dedicated hotlines to our support teams

Skills

Cloud Applications Linux Relations Management Cloud Communications

Job Details

Industry:

Information Technology

Functional Area:

Operations

Total Positions:

1 Post

Job Shift:

Rotating

Job Type:

Full Time/Permanent

Department:

Information Technology

Job Location:

Karachi, Pakistan

Gender:

No Preference

Minimum Education:

Bachelors

Career Level:

Experienced Professional

Minimum Experience:

5 Years

Apply Before:

Jul 11, 2021

Posting Date:

Jun 10, 2021

Gaditek

Information Technology · 601-1000 employees - Karachi

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 Security, VbaaS, Athleisure, Lifestyle, Media & Publications, and Financial Services. At Gaditek, our employees choose to question and are expected to question everything around them, and then find ways to do things differently. The result? Amazing people, great teams, awesome business units, and people-centric culture that always end up going to new and unknown places.