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Job Description

  • 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

Job Details

Functional Area:
Total Positions:
2 Posts
Job Shift:
First Shift (Day)
Job Type:
Department:
Operations
Job Location:
Gender:
Male
Minimum Education:
Bachelors
Career Level:
Experienced Professional
Minimum Experience:
5 Years
Apply Before:
Oct 07, 2021
Posting Date:
Sep 06, 2021
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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 Sec ...Read More