CloudKeeper Jobs | Technical Lead

Your Job Responsibilities

Provide leadership and accountability for the overall service delivery of the 24x7 L1, L2, and L3 cloud operation engineers/support team.
Manage strong client relationships and execute smooth stakeholder management.
Task allocation and tracking mechanism with a combination of ITSM and Agile tools for both service delivery and sprint completions.
Understands AWS or Azure services and should have good knowledge of cloud services like compute services, load balancing, storage, security services etc.
Should have handled or been a part of infrastructure audits like ISO, SOC, PCI, AWS audits etc.
Own the monthly or quarterly activities and performance reviews with clients and propose solutions to ensure successful and timely delivery of the projects in accordance with Service Level Agreements (SLAs).
Understand the ITSM framework and implement the ITIL best practices based on the
identified gaps in processes while offering solutions to the customers as well as the internal support teams.
Strong problem-solving skills and root cause analysis understanding.
Facilitate new customer onboarding by effective collaboration with internal teams and customers.
Come up with initiatives to continuously improve service performance and reliability of the L1/L2/L3 team for enhanced customer service.
Ensure proper solutions and knowledge management best practices are followed and also integrate continual service improvement processes to continually refine and improve service desk performance.
Manage restoration of service in case of critical incidents within defined SLAs.
Good in Excel and PowerPoint presentations.

Must-have Qualifications, Skills & Experience

Minimum experience of 8-12 years of experience in AWS or Azure Service Delivery.
Basic understanding of Cloud Infrastructure (AWS or Azure).
Strong Written and Verbal Communication skills.
10+ years of Experience in applying and managing IT Service Management processes preferred.
Experience with Service Management tools and systems, including service catalogs, knowledge base management, and reporting tools.
Should have knowledge of ITSM platform(s) such as ServiceNow, BMC Remedy, Freshdesk, etc and also understands the administration of ticketing platforms with respect to forms, workflows, categories etc.
Good interpersonal skills and relationship-building skills. Excellent customer service skills to be able to serve customers in a team-oriented, collaborative environment.
A proven track record of working in a similar capacity providing 24 x 7 IT Infrastructure management support to global customers.

Technical Lead

Service Delivery Manager

7-12 years

Noida

About CloudKeeper

CloudKeeper is a cloud cost optimization partner that combines the power of group buying & commitments management, expert cloud consulting & support, and an enhanced visibility & analytics platform to reduce cloud cost & help businesses maximize the value from AWS, Microsoft Azure, & Google Cloud.

A certified AWS Premier Partner, Azure Technology Consulting Partner, Google Cloud Partner, and FinOps Foundation Premier Member, CloudKeeper has helped 400+ global companies save an average of 20% on their cloud bills, modernize their cloud set-up and maximize value — all while maintaining flexibility and avoiding any long-term commitments or cost.

CloudKeeper hived off from TO THE NEW, digital technology services company with 2500+ employees and an 8-time GPTW winner.