Ingram Micro
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Duty Manager, Cloud Support

Santander, Spain
Job ID: 47550

Description

 

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.

 

Responsibilities:

 

  • Management of Incident and Escalations for our customers globally
  • Act as first responders to service outages, performance degradation and major business critical escalations by moderating conference calls and engaging Triage teams to restore service in the shortest time possible (Incident Management)
  • Supervise, train, coach and develop a team of Cloud Support Engineers, as well as measuring, tracking and delivering on their performance (KPI-driven)
  • Maintain high-performance team by measuring KPIs, quality and SLAs.
  • Establish career path for the team as well as encourage engineers’ professional growth and facilitate promotion
  • Administer team processes including Incident, Problem, Event, Change and Asset Management
  • 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
  • Triaging to internal and external teams, pushing for resolution within OLAs by being the Customer advocate with Technical Operations. Engineering, Development and 3rd party Vendor teams
  • Create a culture and processes which achieve the business goals and objectives with regards to customer service.

 

Requirements:

 

  • Bachelor’s degree in Computer Science
  • 3+ Years’ Experience leading and managing people (in capacity of a team leader/supervisor or Manager roles)
  • 3+ years’ experience working in technical support or managed services environment
  • Strong Team Player
  • Excellent communication skills, both verbal and written
  • Fluent English
  • 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
  • Strong Attention to detail
  • Self-motivated and proactive in performing duties
  • Understanding of Cloud concepts and knowledge of major cloud platforms (such as Azure, Google or AWS)
  • Understanding of Monitoring tools

 

 

Nice to have. Exposure to:

 

  • ITIL certification
  • Some programming/scripting experience, such as Bash, Python, PowerShell
  • Microsoft Azure certification
  • Exposure to virtualization and orchestration technologies such as Docker and Kubernetes
  • Understanding of CI/CD concepts and experience working with DevOps tools such as Jenkins, Terraform & Puppet
  • Experience with CloudBlue Commerce platform
  • Experience with API (REST, XML, etc)

 

We value creativity, enthusiasm and proactiveness to achieve results.

 

CloudBlue
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