Associate Technical Lead-Customer Success

Cloudkeeper; Dadri; On-site; INR 2,300,000 - 3,000,000; Full time

Job summary

Cloudkeeper is seeking a senior IT Service Delivery Manager to lead 24x7 cloud operations for L1-L3 engineering, ensuring SLA-compliant delivery and excellence in client relationships.

You will apply deep AWS/Azure knowledge, ITSM processes, and toolsets (ServiceNow, BMC Remedy, Freshdesk) to drive onboarding, audits, and continuous improvement. Collaborative, global-support experience is required.

Qualifications

• 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.
• Knowledge of ITSM platforms such as ServiceNow, BMC Remedy, Freshdesk, etc and administration of ticketing platforms.
• Good interpersonal skills and relationship-building; excellent customer service in a team-oriented environment.
• Proven track record of working in a similar capacity providing 24 x 7 IT Infrastructure management support to global customers.

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 improve service performance continuously 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 refine continually and improve service desk performance.
• Manage restoration of service in case of critical incidents within defined SLAs
• Good in Excel and PowerPoint presentations

Skills

AWS/Azure service delivery

ITSM knowledge

Communication skills

Problem solving

Stakeholder management

Tools

ServiceNow

BMC Remedy

Freshdesk

Ticketing tools

Job description

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 improve service performance continuously 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 refine continually and improve service desk performance.
• Manage restoration of service in case of critical incidents within defined SLAs
• Good in Excel and PowerPoint presentations

Requirements

• 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.