Posted Sep 06, 2021 22 views
- 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
Skills
Job Details
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.
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