Assistant Customer Success Manager

Cloudkeeper; Sector 10; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Cloudkeeper is seeking a senior service delivery leader in India’s Uttar Pradesh (Sector 10) to oversee a 24x7 L1–L3 cloud operation team. You will manage client relationships, coordinate task allocation with ITSM and Agile tools, and ensure delivery within SLAs.

The role requires deep AWS/Azure knowledge, extensive ITSM experience, and a proven record in 24x7 infrastructure management. Strong communication and audit experience are essential.

Qualifications

• 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 ITSM processes preferred.
• Experience with ITSM tools and systems, including service catalogs, knowledge base management, and reporting tools.
• Knowledge of ITSM platforms such as ServiceNow, BMC Remedy, Freshdesk and administration of ticketing platforms.
• Good interpersonal skills and customer-service orientation.
• Proven track record of 24x7 IT infrastructure management support.

Responsibilities

• Lead the 24x7 L1–L3 cloud operation engineers and support team.
• Manage client relationships and stakeholder management.
• Utilize ITSM and Agile tools for service delivery and sprint tracking.
• Understand AWS or Azure services and cloud compute, load balancing, storage, security.
• Support infrastructure audits (ISO, SOC, PCI, AWS audits).
• Own monthly/quarterly activities and reviews with clients and propose solutions aligned with SLAs.
• Implement ITIL best practices and address process gaps for customers and internal teams.
• Drive initiatives to improve service performance and reliability of the L1/L2/L3 team.
• Ensure knowledge management and continual service improvement practices are followed.
• Manage restoration of service within defined SLAs.
• Prepare Excel and PowerPoint presentations for stakeholders.

Skills

AWS / Azure service delivery

ITSM & ITIL

Stakeholder management

Strong communication

Problem solving

Tools

ServiceNow

BMC Remedy

Freshdesk

Job description

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.