Pakistan Cloud Solutions Manager – CSP & 24/7 Support

Zones IT Solutions; Islamabad; On-site; PKR 2,500,000 - 4,000,000; Full time

Benefits offered by this job

Life insurance

Optional health insurance

EOBI

Voluntary pension scheme

Complimentary meals

In-house gym

Job summary

Zones IT Solutions seeks a seasoned Manager Pakistan Cloud Solution Provider to lead CSP technical support for customers. You will supervise onboarding, subscription management, and SLA adherence while guiding a 24/7 support team to deliver timely resolutions.

You will collaborate with Sales, coordinate with Microsoft Premier Support via Partner channels, and ensure accurate records and clear customer communication throughout the lifecycle.

Qualifications

• Minimum 9-10 years in technical support for Microsoft and cloud Identities.
• Strong knowledge of cloud solutions and subscription management.
• Excellent communication and interpersonal skills.
• Experience leading a technical support team and 24/7 shift schedules.
• Certified in Microsoft 365 and Azure.

Responsibilities

• 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 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 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.

Skills

Communication skills

Interpersonal skills

Cloud solutions knowledge

Microsoft 365 certification

Azure certification

Team leadership

24/7 shift operations

ServiceNow

Tools

ServiceNow

Job description

Zones IT Solutions seeks a seasoned Manager Pakistan Cloud Solution Provider to lead CSP technical support for customers. You will supervise onboarding, subscription management, and SLA adherence while guiding a 24/7 support team to deliver timely resolutions.

You will collaborate with Sales, coordinate with Microsoft Premier Support via Partner channels, and ensure accurate records and clear customer communication throughout the lifecycle.