Manager Pakistan Cloud Solution Provider

Zones IT Solutions; Lahore; On-site; PKR 2,790,000 - 5,022,000; Full time

Benefits offered by this job

Life insurance

Health insurance (optional)

EOBI

Pension scheme

Complimentary meals

In-house gym

Job summary

Zones IT Solutions in Lahore, Pakistan, is seeking a Manager Pakistan Cloud Solution Provider to oversee technical support for CSP customers, manage onboarding and subscriptions, and ensure timely issue resolution via ServiceNow.

Responsibilities include leading the support team, collaborating with Sales, managing SLAs, and escalations to Microsoft Premier Support while maintaining customer satisfaction across global cloud identities.

Qualifications

• 9–10 years of technical cloud support experience.
• 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 24/7 technical support team.
• Certified in Microsoft 365 and Azure.

Responsibilities

• Lead and manage the technical support team for CSP customers.
• Oversee subscription management in Zones Cloud.
• Lead onboarding for new CSP customers and setup.
• Handle incidents and issues logged in ServiceNow.
• Collaborate with Sales for pre- and post-onboarding steps.
• Escalate to Microsoft Premier Support as needed.
• Monitor and manage SLAs for customer satisfaction.
• Maintain detailed records and communications with customers.
• Oversee training and certification for staff on Microsoft identities.
• Implement and manage a 24/7 shift schedule for coverage.
• Train new hires on platforms and internal processes.

Skills

Leadership

Communication

Cloud solutions

Subscription management

Cross-functional collaboration

24/7 shift management

Education

Microsoft 365 and Azure Certification

Tools

ServiceNow

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.™

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:

• 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.

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.

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

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