Lead - Cloud Support Engineer

Job responsibilities:

• Lead, mentor, and manage a team of Cloud Support Engineers to ensure timely and effective resolution of customer issues.
• Act as the primary escalation point for complex or critical technical issues.
• Monitor team performance and provide regular feedback, coaching, and performance evaluations.
• Develop and implement support processes, best practices, and documentation to improve team efficiency.
• Collaborate with other departments (e.g., Development, Operations, Sales) to address cross-functional issues and improve service delivery.
• Ensure adherence to SLAs and KPIs related to customer support and issue resolution.
• Identify skill gaps and organize training programs to enhance team capabilities.
• Conduct root cause analysis and implement preventive measures to minimize recurring issues.
• Prepare and present reports on team performance, incident trends, and improvement initiatives to senior management.
• Effectively manage incident calls and ensure timely resolution.
• Possess a strong understanding of ITIL processes and best practices.
• Responsible for establishing and managing core ITSM practices—including Incident Management, Change Management, Knowledge Management, and Project Management for the AceCloud support team.

Required Skills:

• Proven experience with Linux system administration and troubleshooting.
• In-depth knowledge of Cloud Services (AWS, Azure, GCP, or similar platforms).
• Strong understanding of networking, virtualization, and storage solutions.
• Experience with monitoring tools, ticketing systems, and ITSM platforms.
• Scripting experience (e.g., Bash, Python, PowerShell).
• Must have in-depth knowledge and hands-on experience with the ITIL/ITSM framework.
• Excellent analytical and problem-solving skills.
• Strong leadership and people management capabilities.
• Exceptional communication and interpersonal skills.
• Excellent time management and organizational abilities.
• Ability to work under pressure and handle multiple priorities simultaneously.
• Customer-oriented mindset with a focus on delivering outstanding service.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
• 5+ years of experience in technical support or cloud operations, with at least 2 years in a leadership role.
• Relevant certifications (e.g., ITIL, AWS Certified Solutions Architect, Microsoft Certified Azure Administrator, RHCE) are highly desirable.