About CloudKeeper:
CloudKeeper is a cloud cost optimization partner that combines the power of group buying & commitments management, expert cloud consulting & support, and an enhanced visibility & analytics platform to reduce cloud cost & help businesses maximize the value from AWS, Microsoft Azure, & Google Cloud.
A certified AWS Premier Partner, Azure Technology Consulting Partner, Google Cloud Partner, and FinOps Foundation Premier Member, CloudKeeper has helped 350+ global companies save an average of 20% on their cloud bills, modernize their cloud set-up and maximize value — all while maintaining flexibility and avoiding any long-term commitments or cost.
CloudKeeper hived off from TO THE NEW, a digital technology service company with 2500+ employees and an 8-time GPTW winner.
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Job 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 continuously improve service performance 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 continually refine and improve service desk performance
- Manage restoration of service in case of critical incidents within defined SLAs
- Good in Excel and PowerPoint presentations
Must-Have:
- 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.
Pay: ₹800,000.00 - ₹1,500,000.00 per year
Work Location: In person
