Vacancy expired!
One of our clients, a leading cloud service management company, looking for a talented
Team Lead (Tire 1 or Tier 2) Cloud Support professionals. This is a permanent full time position with great benefits package.Currently 100% remote due to Covid19, but will require couple of days per week on-site. Locations: NYC. Cloud Support Team Lead T1 or T2Looking for a talented and experienced Team Lead to guide a team of talented Cloud Support Associates (Tier 2) in Managed Services Department. The Cloud Support team is 24/7 and responsible for evaluating and troubleshooting client support issues, change and build requests, and communicating with clients and account managers as needed.You will provide feedback and training to your team to help them succeed and grow, review internal processes and procedures, use your technical knowledge to keep projects and tasks on track, and ensure client satisfaction.Requirements:3-5 years experience in the Managed Services space. Strong verbal and written communication and interpersonal skills is a mustAbility to identify each team members strength and weaknessHands-on experience with Linux and Windows administrationAbility to train engineers on both technical and customer service skills to ensure customer successAbility to make prompt decisions under pressureAbility to work with other departments to facilitate changesAbility to identify areas of improvement either technically or with existing processes.Ability to provide frequent project updates and meet project completion deadlinesProficiency with AWS management (EC2, SNS/SQS, RDS)Ability to conduct thorough investigations, including issue root cause analysis reports and corrective action plan implementationAbility to work a flexible schedule, including on-call and the potential to work nights and weekends as necessary.Duties and Responsibilities:Ticket queue management and prioritization of team workflowOversee and ensure the quality and accuracy of teams’ workShift schedule managementEnsure policies are followed and goals are met by team membersProvide direction and guidance to the team and individual engineersSupport account managers with technical questions, concerns, escalations and client meetingsConduct regular one-on-ones with direct reportsCoach and mentor direct reportsAssist with interviewing and hiring of new team membersDevelop, organize and execute training sessions for new workflows and procedure recommendationsDelegate responsibilities and workload within the teamParticipate in inter-departmental planning meetings on suggested solutions for existing issues as well as systemic improvementsCreate and develop key utilization metrics for the departmentWork with Manager on performance reviews of your reportsWork with Manager on developing policies and goals for the team and ensuring those goals are in line with departmental goalsUse this link to apply directly:https://brainsworkgroup.catsone.com/careers/index.php?m=portal&a=details&jobOrderID=14338106Or email: Check ALL our Jobs: http://brainsworkgroup.catsone.com/careers Keywords: cloud t2 t3 azure aws support amazon ticket kpiIf interested please reply to Check all our job openings on http://www.brainsworkgroup.catsone.com/careers/Vacancy expired!