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Responsibilities:

• Provide leadership and accountability for the overall service delivery of the 24x7 L1, L2, and L3 cloud operation engineers/support team
  

• Manage strong client relationships and execute smooth stakeholder management
  

• Task allocation and tracking mechanism with a combination of ITSM and Agile tools for both service delivery and sprint completions
  

• Understands AWS or Azure services and should have good knowledge of cloud services like compute services, load balancing, storage, security services etc.
  

• Should have handled or been a part of infrastructure audits like ISO, SOC, PCI, AWS audits etc
  

• Own the monthly or quarterly activities and performance reviews with clients and propose solutions to ensure successful and timely delivery of the projects  in accordance with Service Level Agreements (SLAs)
  

• Understand the ITSM framework and implement the ITIL best practices based on the 
  

identified gaps in processes while offering solutions to the customers as well as the internal support teams

• Strong problem-solving skills and root cause analysis understanding
  

• Facilitate new customer onboarding by effective collaboration with internal teams and customers.
  

• Come up with initiatives to improve service performance continuously and reliability of the L1/L2/L3 team for enhanced customer service.
  

• Ensure proper solutions and knowledge management best practices are followed and also integrate continual service improvement processes to refine continually and improve service desk performance.
  

• Manage restoration of service in case of critical incidents within defined SLAs
  

• Good in Excel and PowerPoint presentations
  

• Minimum experience of  6-9 years of experience in AWS or Azure Service Delivery 
  

• Basic understanding of Cloud Infrastructure (AWS or Azure)
  

• Strong Written and Verbal Communication skills
  

• 10+ years of Experience in applying and managing IT Service Management processes preferred
  

• Experience with Service Management tools and systems, including service catalogs, knowledge base management, and reporting tools 
  

• Should have knowledge of ITSM platform(s) such as ServiceNow, BMC Remedy, Freshdesk, etc and also understands the administration of ticketing platforms with respect to forms, workflows, categories etc 
  

• Good interpersonal skills and relationship-building skills. Excellent customer service skills to be able to serve customers in a team-oriented, collaborative environment 
  

• A proven track record of working in a similar capacity providing 24 x 7 IT Infrastructure 
  

management support to global customers.