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Team Lead - Cloud Support Engineering

Santander, Spain
Job ID: 43769

Description

CloudBlue is a technology solution startup born from the need to digitally transform a multibillion-dollar enterprise. The CloudBlue platform orchestrates ecosystems for customers worldwide, including the largest B2B Cloud Marketplace in the world. We have spent 15+ years innovating and investing in digital transformation, subscriptions, and multi-level partner ecosystems. Today, hundreds of customers rely on CloudBlue to orchestrate their ecosystems and scale their businesses globally.

 

By joining the CloudBlue team, you’ll be playing a significant role in our growth, having an opportunity to make an immediate impact on the business. Our entrepreneurial scope means we operate with the agility of a high growth start-up, but with the confidence & backing of a Fortune 100 corporation, Ingram Micro.

 

At CloudBlue you'll work with a diverse and multi-cultural team that spans cultures, continents, and time zones to serve our global customer base. You’ll be a part of a culture that emphasizes trust, open communication, and continuous learning.

 

CloudBlue is seeking a talented Team Lead with a superb technical acumen and can-do attitude focused on supporting the hyper-growth of our infinite ecosystems of SaaS and IaaS solutions.

 

In this ‘where the rubber hits the road’ role, you will be instrumental in supporting the world’s LARGEST Cloud Marketplace, working alongside a respected, high-performance and highly collaborative team. You will ensure platform availability, reliability and up-time by proactively triaging issues and providing AMAZING support. With customer focus on top of mind, you will drive issue resolution to help improve Customer Satisfaction.

 

As the Team Leader, you will champion your team by upholding Cloud Support Engineering’s purpose and goals. You will actively participate as a member of the team by being a subject matter expert, handling a wide range of escalations with urgency and delegating where appropriate. You will provide coaching and empower your team by removing obstacles, resolving conflicts and problems in a positive and constructive way and by promoting team members to innovate. You will ensure the team is accountable for its work by setting milestones for them to achieve. You will assess the team progress and collect feedback on their contributions. You will deliver reports of team and system performance as well as present during monthly business reviews.

 

Responsibilities: 

  • Supervise, train, coach and develop a team Systems Technicians and Junior Technicians, as well as measuring, tracking and delivering on their performance (KPI-driven)
  • Administer team processes including Incident, Problem, Event, Change and Asset Management
  • Handle business critical and executive escalations
  • Build and deliver business reports and presentations to multiple stakeholders
  • Engage stakeholders to drive operational efficiency and improvements
  • Document, publish and maintain knowledgebase articles to help optimize the workforce
  • Act as first responders to service outages and performance degradation by moderating conference calls and engaging Triage teams to restore service in the shortest time possible (Incident Management)
  • Triaging to internal and external teams, pushing for resolution within OLAs by being the Customer advocate with Engineering, Development and 3rd party Vendor teams
  • Monitoring systems and handling events, proactively recognizing and acknowledging alerts, responding to alerts or emergency issues within 5 minutes during working hours (Event Management)
  • Providing support in a 24x7x365, KPI-driven Cloud environment
  • Handling ticket escalations from 1st Line of Support within OLAs, by staying on top of new features and enhancements and being a subject matter expert, and providing level two diagnoses and issue resolution of Cloud Services and Cloud Platform

 

Requirements: 

  • 5 Years’ Experience in a team leader/supervisor role
  • Schedule, monitor and mentor a high performance team in a fast-paced 24/7 environment
  • Strong decision making to manage business critical incidents, outages and problems
  • Strong sense of urgency and results driven to meet KPI targets and adhere to SLAs
  • Excellent communication skills, both verbal and written
  • Business quality reporting and presentation skills
  • Development of process workflows and operational readiness of services and systems
  • Drive operational efficiency and improvements
  • Passion for providing exemplary customer service
  • Collaborative skills with internal and external stakeholders
  • Strong Attention to detail
  • Self-motivated and proactive in performing duties
  • Good understanding of Cloud Computing concepts
  • Understanding of web and networking protocols

 

Nice to have. Exposure to:

  • ITIL certification
  • Some Linux experience
  • Some programming/scripting experience, such as Bash, Python, PowerShell
  • Microsoft Azure certification
  • Understanding of CI/CD concepts
  • Experience with CloudBlue Commerce platform
  • Experience with API (REST, Oauth)

 

We value creativity, enthusiasm and proactiveness to achieve results.

 

Due to COVID-19, our office associates are currently working from home. Keeping in mind the overall health and safety of our associates and candidates, we’ve implemented a virtual hiring process and continue to interview candidates by phone or video and are onboarding new hires remotely.

 

Ingram Micro is an inclusive Equal Employment Opportunity employer, with a focus on Diversity, Equity & Inclusion. We consider applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disability, or any other characteristic protected by law. If you require accommodations or assistance to complete the online application process, please reach out to the Talent Acquisition Specialist/Job Poster and identify the type of accommodation or assistance you are requesting. We will try our best to make these accommodations. Please do not include any medical or health information in this email.

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