Associate Technical Lead-Customer Success 7-10 Years Noida

CloudKeeper; Dadri; Hybrid; INR 1,800,000 - 3,200,000; Full time

Job summary

CloudKeeper is seeking an Associate Technical Lead-Customer Success to lead the 24x7 cloud operations team and ensure successful delivery to global customers.

You will own service delivery, stakeholder management, and audit readiness while driving continual process improvements and knowledge management across L1–L3 support.

Qualifications

• Minimum 6-9 years of experience in AWS or Azure Service Delivery.
• Good understanding of Cloud Infrastructure concepts.
• Strong Written and Verbal Communication skills.
• Experience with ITSM platforms and ticketing workflows.
• Proven track record in 24x7 infrastructure support for global customers.

Responsibilities

• Lead and own 24x7 L1–L3 cloud operation teams.
• Manage strong client relationships and stakeholder management.
• Apply ITSM and Agile tools for service delivery and sprint reviews.
• Oversee audits like ISO, SOC, PCI and AWS audits.
• Drive continual service improvement and knowledge management.

Skills

Leadership

Stakeholder mgmt

Cloud service delivery

ITSM

ITIL

Root cause analysis

Problem solving

Client relationships

Onboarding

Process improvement

Communication

Tools

ServiceNow

BMC Remedy

Freshdesk

Excel

PowerPoint

ITSM tools

Job description

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.

Associate Technical Lead-Customer Success

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