Manager Pakistan Cloud Solution Provider

Zones IT Solutions; Islamabad; On-site; PKR 3,000,000 - 5,200,000; Full time

Benefits offered by this job

Life insurance

Optional health insurance

EOBI

Voluntary pension scheme

Complimentary meals

In-house gym

Job summary

Zones invites a seasoned professional to lead the Pakistan Cloud Solution Provider (CSP) technical support team. You will manage onboarding, subscription handling, and timely issue resolution via ServiceNow, coordinating with Microsoft Premier Support as needed. Strong collaboration with Sales and strict SLA adherence are essential.

The role demands extensive experience in Microsoft cloud identities, 365 and Azure, and a proactive approach to 24/7 coverage and customer satisfaction.

Qualifications

• 9–10 years of experience in technical support for Microsoft and cloud Identities.
• Excellent communication and interpersonal skills.
• Strong knowledge of cloud solutions and subscription management.
• Ability to work collaboratively with cross-functional teams.
• Experience in managing a technical support team and 24/7 shift schedules.
• Certification in Microsoft 365 and Azure.

Responsibilities

• Lead and manage the technical support team to provide high-quality CSP support.
• Oversee subscription management in Zones Cloud for up-to-date customer subscriptions.
• Lead onboarding for new CSP customers to ensure smooth setup.
• Handle incidents via ServiceNow and coordinate with Microsoft Premier Support when required.
• Collaborate with Sales to assist with pre- and post-onboarding steps.
• Monitor SLAs to maintain high customer satisfaction.

Skills

Microsoft 365

Azure

Cloud Identities

Team leadership

24/7 shift management

Stakeholder management

Job description

Description

Company Overview:

When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there's really only one: Zones - First Choice for IT.TM

Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done. Follow Zones, LLC on Twitter @Zones, and LinkedIn and Facebook.

Position Overview

Manager Pakistan Cloud Solution Provider is responsible for managing technical support for CSP (Cloud Solution Provider) customers. This role involves overseeing customer onboarding, subscription management, and ensuring timely resolution of issues reported via ServiceNow, assist Sales team with pre and post-onboarding steps, handle escalations to Microsoft Premier Support via Partner channel, and manage SLAs to maintain high customer satisfaction.

What you'll do as a Manager Pakistan Cloud Solution Provider:

Employees employed in the role of Manager Pakistan Cloud Solution Provider shall be required to apply their independent mind and demonstrate intellectual abilities in their decision-making.

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Lead and manage the technical support team, ensuring high quality support to CSP customers.


• Oversee subscription management in Zones Cloud, ensuring all customer subscriptions are up-to-date and correctly managed.


• Lead the onboarding process for new CSP customers, ensuring a smooth transition and setup.


• Manage customer issues reported via Incidents on ticketing portal ServiceNow.


• Collaborate with the sales team to assist with pre and post-onboarding steps, providing necessary technical support and guidance.


• Handle escalations to Microsoft Premier Support, ensuring issues are resolved efficiently and effectively.


• Monitor and manage Service Level Agreements (SLAs) to ensure compliance and high levels of customer satisfaction.


• Ensure accurate and timely resolution of all reported issues, maintaining detailed records and communication with customers.


• Monitor the participation of support team members in training programs, certifications, or skill development initiatives related to Microsoft Identities.


• Implement and manage a 24/7 shift schedule to ensure continuous support coverage for cloud customers.


• Provide training for new hires on online platforms and internal processes to ensure they are fully prepared to support CSP customers effectively.

What You Will Bring To The Team

• Minimum 9-10 years experience in technical support for Microsoft and other cloud Identities.


• Excellent communication and interpersonal skills.


• Strong knowledge of cloud solutions and subscription management.


• Ability to work collaboratively with cross-functional teams


• Experience in managing a technical support team and 24/7 shift schedules.


• Certified in Microsoft 365 and Azure

Zones offers a comprehensive Benefits package

• life insurance


• optional health insurance


• EOBI


• a voluntary pension scheme in line with Company policy


• Complimentary meals


• access to our in-house gym

At Zones, we are committed to fostering an inclusive and diverse workplace where every team member is valued and supported. We offer life insurance, optional health insurance, EOBI, and a voluntary pension scheme in line with Company policy. Employees also enjoy additional perks such as Complimentary meals, and access to our in-house gym.

We take pride in being an equal opportunity employer and remain dedicated to maintaining a workplace free from discrimination of any kind. If you are passionate about driving innovation in IT, sales, engineering, or operations, Zones provides a dynamic and collaborative environment to help you grow your career.

All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, age, genetic information, or pregnancy.

Job Timings: 8 PM - 5 AM Pk Time