Cloud Support Duty Manager
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 the Duty Manager, Cloud Support, you will be responsible for 24x7x365 Cloud Support Engineering team providing support to CloudBlue and internal customers. You will champion your team by upholding team’s purpose and goals. Your will effectively address incoming Escalations and occurring Incidents. You will act as a bridge between your customers, internal teams, and key stakeholders. You will be managing customer priorities, ensuring their requests are driven towards the resolution keeping customers’ satisfaction at the top of mind. You will work closely with technical operations, application developments, product management and infrastructure teams to address reoccurring problems and critical incidents.
Duty Manager, Cloud Support you will be expected to 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.
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.
Nice to have. Exposure to:
We value creativity, enthusiasm and proactiveness to achieve results.