Cloud Support Sr. Team Leader
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.
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 2nd line support. With customer focus on top of mind, you will drive issue resolution to help improve Customer Satisfaction.
As part of the global 24x7x365 Cloud Support Engineering team, you are responsible for ensuring critical platforms remain operational and stable for our business. You will resolve escalated requests from CloudBlue customers by coordinating the proper internal and external resources. You will engage with 3rd party support to build out support related process and standards. You will seek out opportunities to improve and optimize applications and processes used to support, monitor and maintain critical systems in order to minimize downtime. You will proactively work with development teams to continuously improve product stability and performance.
As the Manager, Cloud Support, you will champion your team by upholding Cloud Support Engineering’s purpose and goals. You will be managing a team of Cloud Support Engineers responsible to support CloudBlue customers. You will actively participate as a member of the team by being a leader, handling major escalations with urgency, delegating to the team 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 performance by measuring KPIs and collecting feedback on their contributions. You will deliver reports of team and system performance as well as present during monthly business reviews.
As Manager, Cloud Support, you will be also responsible to supervise, coach and mentor team leaders to make sure they mange their teams effectively, reach company goals, adhere to established SLAs and maintain performance.
Ingram Micro’s mission is to help businesses to fully realize the promise of technology. Touching 80% of the technology used every day around the world, no other company delivers the full spectrum and scale of global technology to businesses around the world. With almost $50 billion annual revenue in 50+ countries and 32,000+ associates worldwide, Ingram Micro’s global infrastructure and deep expertise in platform technology, cloud, and mobility enable our customers to operate efficiently and successfully in the digital economy.
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We value creativity, enthusiasm and proactiveness to achieve results.