Manager Pakistan Cloud Solution Provider

Zones, a global leader in end-to-end IT solutions and a Minority Business Enterprise with over 35 years of industry experience, is seeking a Manager to lead its Pakistan Cloud Solution Provider (CSP) team. This role is pivotal in managing technical support for CSP customers, overseeing the onboarding process, subscription management, and ensuring timely resolution of customer issues. The Manager will work closely with sales teams, handle escalations to Microsoft Premier Support, and maintain high customer satisfaction by managing Service Level Agreements (SLAs). This position demands strong leadership skills and technical expertise in cloud solutions within a fast-paced, innovative environment.

Key Responsibilities
Lead and manage the technical support team to provide exceptional support to CSP customers. Oversee subscription management within Zones Cloud, ensuring all customer subscriptions are accurate and up to date. Manage the onboarding process for new CSP customers, facilitating a seamless transition and setup. Address customer issues reported through the ServiceNow ticketing system, ensuring prompt and effective resolution. Collaborate with the sales team to support both pre- and post-onboarding activities by providing technical guidance. Handle escalations to Microsoft Premier Support through the Partner channel to ensure efficient problem resolution. Monitor and enforce compliance with SLAs to uphold superior customer satisfaction. Maintain detailed records and communication with customers regarding issue resolution. Encourage and track participation of support team members in ongoing training, certifications, and skill development related to Microsoft Identities. Implement and manage a 24/7 shift schedule to guarantee continuous cloud customer support. Provide comprehensive training for new hires on online platforms and internal processes to prepare them for CSP customer support responsibilities.

Required Qualifications
A minimum of 9-10 years of experience in technical support, with a focus on Microsoft and other cloud identities. Strong knowledge of cloud solutions and subscription management is essential. Proven experience in managing technical support teams and coordinating 24/7 shift schedules. Excellent communication and interpersonal skills to effectively collaborate with cross-functional teams. Mandatory certifications in Microsoft 365 and Azure.

Preferred Qualifications and Benefits
Zones is dedicated to fostering an inclusive and diverse workplace where every employee is valued. The company offers a comprehensive benefits package that includes life insurance, optional health insurance, EOBI, and a voluntary pension scheme aligned with company policy. Additional perks include complimentary meals and access to an in-house gym. Zones is an equal opportunity employer committed to maintaining a discrimination-free workplace. Applicants are welcomed regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, age, genetic information, or pregnancy.

The role requires working hours from 8 PM to 5 AM Pakistan Time to ensure continuous support coverage. This position presents a unique opportunity to contribute to a global IT leader while advancing your career in a collaborative and innovative setting.