Cloud Support Expert

2 weeks ago

Ahmedabad, Gujarat, India beBeeTechnical Full time ₹ 18,00,000 - ₹ 30,00,000

Cloud Support Manager Role

As a Cloud Support Manager, you will play a crucial role in ensuring seamless support to client needs. You will work closely with internal teams to align efforts and meet customer expectations.

  • Main Responsibilities:
  • Plan, organize, coordinate, and execute projects and initiatives effectively.
  • Manage meetings, document interactions, and set clear next steps.
  • Deliver timely follow-ups and maintain excellent follow-through.
  • Create, update, and present project plans to stakeholders.
  • Organize workload to achieve positive outcomes and drive results.
  • Promote the use of agile work management processes and facilitate weekly/bi-weekly sprints for assigned teams.
  • Help team members prioritize their workload and provide guidance when needed.
  • Maintain a healthy team environment by empowering, motivating, and building trust among team members.
  • Set clear goals for team members and monitor their progress.
  • Present weekly progress reports to senior stakeholders and ensure they are well-informed.
  • Develop good control over work management processes to adapt and course correct with agility.
  • Identify areas for improvement, plan, and execute improvement items.
  • Communicate complex problems effectively to senior stakeholders.
  • Prepare and participate in status meetings, governance meetings, and triage sessions with customers and partners.
  • Work collaboratively with internal teams to deliver seamless support to client needs.
  • Provide technical guidance to the team and communicate proactively with customers and internal team members.
  • Coach, guide, and mentor other team members to help them grow professionally.
  • Support the team in developing process knowledge base and setup knowledge base for future reference.

Key Performance Indicators (KPIs):

  • Clear thinking and action: Written and Verbal
  • Demonstrate ability to explain product/project functionality to an internal/external audience.
  • Adhere to established processes for all change management activities.
  • Demonstrate proactive behavior and take initiative.
  • Consistently follow up on tasks and maintain excellent follow-through.
  • Present confidently in client-facing situations.
  • Independently manage client expectations and handle their queries efficiently.
  • Drive client engagement through regular meetings and updates.
  • Engage in deliberate RCA discussions with clients.
  • Effectively manage internal stakeholders and keep them updated regularly.
  • Collaborate closely with the Product team to resolve production issues promptly.

Working Conditions:

  • Ability to work remotely or in an office setting.
  • Fast-paced environment with tight deadlines.
  • Support offshore hours/multiple time zones and be flexible with working hours based on team and client needs.

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