Job Description

Your day to day

• Manage and lead team
• Build the effectiveness, productivity and performance of the Cloud Support Team
• Foster collaboration and building relationships within the team.
• Support and mentor team, providing escalation support for service requests
• Lead by example; demonstrating Zadara core values.
• Execute managerial administrative responsibilities related to the Company and employees.
• Ensure adherence to Company policies, procedures, and compliance requirements.
• Customer Experience
• Proactively ensure effective coverage and high quality of services for all customers.
• Follow open tickets daily and alert the support team if not being addressed sufficiently or timely.
• Provide interface and advocate for customers to get support and tickets resolved within SLA
• Serve as an escalation point.
• Establish regular monitoring efforts of customer cloud utilization of the services, performance metering and health check / Issues.
• Manage and coordinate resolution for major incidents that may impact customer operations. *Incidents may occur during off hours.
• Monitor and measure customer satisfaction and product usage.
• Develop and build upon existing Incident Response plan to ensure seamless flow events should an issue arise
• Create standard operating procedures around Alerting and Monitoring.
• Provides Support Desk measurements for business tracking
• Logs and tracks calls using problem management database, and maintains history records and related problem documentation

What you bring

• Exceptional customer management, presentation and communication skills.
• Exceptional leadership, collaboration and negotiation skills working in a complex, matrix organizational structure.
• Excellent communication skills, execution of team and individual goals and communicating strategy, tactics, and behaviors required to achieve those goals.
• Experience leading, attracting, developing, and retaining high-performing teams.
• Solid experience in Project Management and/or technical account management experience
• Great writing skills and ability to write and deliver individual reviews.
• Technical knowledge and experience at Network Administrator/Network Engineer, including debugging networking problems on Ethernet infrastructure.
• Knowledge and experience with Linux. 
• Solid understanding of storage, virtualization, or applications that require storage. 
• Experience in large scale server architectures. 
• Experience in Shell/Python scripting. 
• Ability to travel (infrequently).

Nice to haves

• Cloud infrastructure experience