Cloud Operations Analyst/Lead
Rapyder Cloud Solutions Pvt Ltd
Bangalore South, KA, in
6h ago

Job Summary

We are looking for a passionate Customer Success executives to be part of Cloud Infrastructure Managed Services for our delivery organization.

The person is expected to own the following responsibilities of service delivery operations along with providing PMO support function.

Service Desk Operations :

  • Be on top of tickets and ensure they are worked as per the SLA along with right status, follow up with relevant stakeholders
  • Follow up with the relevant groups on tickets pending resolution
  • First point of contact for MS from operations point for both internal stakeholders and customers
  • Co-Own Shift roster and work with HR for roster management in HR Tool, check for resource allocation for shifts
  • Own and participate reviews with customers & internal stakeholders
  • Responsible for ensuring on transitioning of accounts in and out of Managed Services along with ownership of Knowledge transfer and transition activities
  • Own all reports for customers and internal stakeholders for timely and quality delivery
  • Should be able to setup / open a bridge for Major incidents and co-ordinate with all stakeholders for RCA report
  • Ensure scheduled activities are tracked and executed as per the schedule
  • Should be able to help to perform ad-hoc related activities as and when required
  • Perform Quality checks and Monitor and enforce process adherence
  • Customer Communication (major issues- Ticket Level) RCA with relevant stakeholders
  • Co-Own SOP and all process documents to define / re-define / enhance as needed, tools administration (Ticketing, Monitoring)
  • Provides feedback to team members on quality assurance and customer satisfaction
  • Ensures staffing needs are communicated and met including support for on-call needs, fill-in support for and from other team members and customer needs
  • Customer Success Operations :

  • Ensure on timely reports (Weekly, Monthly) to internal and external stakeholders
  • On-boarding of New customer with checklist within process and tools (Ticketing, Monitoring and any other associated)
  • Closure of Projects with checklist to ensure all closure documentation and internal case studies, win notes are shared with internal and external stake holders
  • Ensure time entry is done properly by engineering team and report any violation to relevant stake holders
  • Participate in Change Management Control and submit Request for Change in accordance
  • Ensure the project tasks are updated in project management tool and accurate in providing the status of health of projects
  • Delivery Dashboards and its metrics are maintained and ensure process adherence as per organizational objectives
  • Requirements :

  • Minimum Bachelor’s degree (3 year) in Computer Studies or Business Admin. Or equivalent
  • 4-6 years’ experience in Service Desk / PMO environment, in a fast-paced though structured environment
  • Self-Motivator; able to work alone and take ownership of responsibilities
  • Be able to prioritize and follow up issues with method and efficiency
  • Good communication, collaboration and strong reporting skills
  • Good level of autonomy
  • Knowledge of AWS , Azure or GCP required is desirable
  • Working knowledge of zoho suite of products like Desk and Projects would be added advantage.
  • Requirements

  • Requirements : Minimum Bachelor’s degree (3 year) in Computer Studies or Business Admin. Or equivalent 4-6 years’ experience in Service Desk / PMO environment, in a fast-paced though structured environment Self-Motivator;
  • able to work alone and take ownership of responsibilities Be able to prioritize and follow up issues with method and efficiency Good communication, collaboration and strong reporting skills Good level of autonomy Knowledge of AWS , Azure or GCP required is desirable Working knowledge of zoho suite of products like Desk and Projects would be added advantage.

    Report this job
    checkmark

    Thank you for reporting this job!

    Your feedback will help us improve the quality of our services.

    Apply
    My Email
    By clicking on "Continue", I give neuvoo consent to process my data and to send me email alerts, as detailed in neuvoo's Privacy Policy . I may withdraw my consent or unsubscribe at any time.
    Continue
    Application form