Cloud Support Leadership Position

3 days ago


Chennai, Tamil Nadu, India Mastech Digital Full time
Job Overview

Mastech Digital is a leading provider of IT services, and we are seeking an experienced Cloud Support Leader to join our team. As a key member of our support organization, you will be responsible for overseeing the day-to-day operations of our Level 1 and Level 2 support teams, ensuring seamless delivery of technical services to our clients.

Key Responsibilities

• Provide strategic direction and guidance to L1 and L2 support teams, fostering a collaborative environment that promotes effective communication and problem-solving.
• Serve as a primary technical authority, offering expert advice and support to L1 and L2 teams, helping them resolve complex technical issues efficiently.
• Conduct thorough root cause analysis (RCA) to identify the underlying causes of technical issues, implementing corrective actions to prevent recurrence and enhancing overall support operations resilience.
• Collaborate closely with cross-functional teams to effectively triage and troubleshoot issues, ensuring timely resolution and minimizing downtime.
• Develop and maintain documentation of standard operating procedures, ensuring all team members are adequately trained and equipped to deliver high-quality support services.
• Establish and track key performance indicators (KPIs) to measure the effectiveness of L1 and L2 support activities, providing actionable insights for process improvement.
• Build and maintain strong relationships with clients, serving as their primary point of contact for escalated issues and concerns.
• Stay up-to-date with the latest industry trends and technologies, integrating new innovations into the support framework where applicable.

Requirements

To succeed in this role, you should possess a Bachelor's or Master's degree in Computer Science & Engineering or a related field, along with a minimum of 7-10 years of experience in IT support, including at least 3-5 years in a lead role in Managed Services projects providing L1 & L2 support. Experience with ITIL or other IT service management frameworks is highly desirable. You should also have strong technical proficiency in data integration and engineering services, cloud native integration & reporting tools, and Google Cloud Platform (GCP) services, particularly BigQuery, Cloud Composer, Dataflow, Pub/Sub, GKE, and Cloud Storage. Additionally, you should have hands-on experience with scripting tools and languages for data processing, analysis, and reporting activities, exceptional communication skills, and a strong customer service orientation. The estimated salary for this position is $115,000 - $145,000 per year, based on location and industry standards.

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