Head of Cloud Technical Support

Job Summary:

We are seeking a highly skilled and experienced Head of Cloud Technical Support to lead our cloud support team. This role requires a deep understanding of VMware/KVM virtualization, network and system troubleshooting, customer onboarding, and managing client relationships. The ideal candidate will also ensure that the support team delivers timely responses through the helpdesk, achieves high client satisfaction, and maintains a strong cadence with key clients.

Key Responsibilities:

Leadership & Team Management:

• Lead, mentor, and develop the cloud technical support team, driving performance and efficiency.
• Set clear objectives, monitor key performance indicators (KPIs), and align team efforts with company goals.
• Handle escalations and provide guidance on complex cloud, network, and system troubleshooting.
• Foster a customer-centric culture within the team and encourage continuous improvement.

Cloud Support Operation:

• Oversee and manage VMware/KVM virtualization environments, ensuring optimal performance and availability.
• Lead efforts in network and system troubleshooting, minimizing downtime and service disruptions.
• Ensure that helpdesk tickets are addressed promptly by the support team to meet SLAs.
• Develop and optimize processes for efficient ticket management, incident resolution, and service delivery.

Client Relationship Management:

• Lead customer onboarding processes to ensure seamless transitions and positive client experiences.
• Conduct monthly cadence meetings with major clients to review support performance, address concerns, and drive improvements.
• Build and maintain strong relationships with clients to enhance satisfaction and loyalty.
• Collect and analyze client feedback to continuously improve cloud support services.

Process Optimization & Continuous Improvement:

• Implement best practices for cloud support operations, leveraging ITIL frameworks and automation tools.
• Conduct root cause analysis to resolve recurring issues and prevent future incidents.
• Maintain and optimize knowledge base documentation for quicker ticket resolutions and better self-service options.
• Identify opportunities to streamline workflows and automate support processes for improved efficiency.

Strategic Planning & Reporting:

• Participate in strategic planning for cloud support services, including budget management, resource allocation, and forecasting.
• Stay up-to-date with industry trends, emerging technologies, and best practices in cloud support.
• Prepare regular reports on cloud support performance, including helpdesk metrics, incident resolution times, and client feedback.

Team Development & Training:

• Assess skill gaps and implement training programs to enhance the team's capabilities in VMware/KVM, network, and system support.
• Promote certifications in relevant areas like VMware/KVM, cloud platforms (Azure), and ITIL processes.
• Oversee recruitment, onboarding, and performance reviews for support team members.

Networking & System Troubleshooting:

• Network Management: Understanding of VPCs, DNS, load balancers, VPNs, and firewalls.
• System Monitoring & Troubleshooting: Skills in diagnosing and resolving performance issues, outages, and latency problems.

Qualifications & Experience:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 7+ years of experience in cloud support or IT infrastructure, with at least 3 years in a leadership role.
• Strong expertise in VMware/KVM virtualization, network troubleshooting, and system diagnostics.
• Proven experience in managing customer onboarding processes and maintaining long-term client relationships.
• Solid understanding of IT service management (ITSM) tools like ServiceNow, Jira, or similar platforms.
• Industry certifications such as VMware Certified Professional (VCP), or ITIL are preferred.

Key Skills & Competencies:

• Leadership & Team Management: Ability to build, lead, and develop high-performing technical support teams.
• Technical Proficiency: Deep expertise in VMware/KVM, networking, system troubleshooting, and cloud infrastructure.
• Client Engagement: Strong client-facing skills with experience in conducting cadence meetings and managing escalations.
• Problem-Solving: Analytical mindset with a proactive approach to identifying and resolving complex technical issues.
• Communication: Exceptional communication skills to convey technical concepts to non-technical stakeholders.
• Project Management: Strong organizational skills with experience in managing cloud support projects and helpdesk operations.
• Adaptability: Ability to work in a dynamic, fast-paced environment and adapt to changing business needs.

Job Summary:

We are seeking a highly skilled and experienced Head of Cloud Technical Support to lead our cloud support team. This role requires a deep understanding of VMware/KVM virtualization, network and system troubleshooting, customer onboarding, and managing client relationships. The ideal candidate will also ensure that the support team delivers timely responses through the helpdesk, achieves high client satisfaction, and maintains a strong cadence with key clients.

Key Responsibilities:

Leadership & Team Management:

• Lead, mentor, and develop the cloud technical support team, driving performance and efficiency.
• Set clear objectives, monitor key performance indicators (KPIs), and align team efforts with company goals.
• Handle escalations and provide guidance on complex cloud, network, and system troubleshooting.
• Foster a customer-centric culture within the team and encourage continuous improvement.

Cloud Support Operation:

• Oversee and manage VMware/KVM virtualization environments, ensuring optimal performance and availability.
• Lead efforts in network and system troubleshooting, minimizing downtime and service disruptions.
• Ensure that helpdesk tickets are addressed promptly by the support team to meet SLAs.
• Develop and optimize processes for efficient ticket management, incident resolution, and service delivery.

Client Relationship Management:

• Lead customer onboarding processes to ensure seamless transitions and positive client experiences.
• Conduct monthly cadence meetings with major clients to review support performance, address concerns, and drive improvements.
• Build and maintain strong relationships with clients to enhance satisfaction and loyalty.
• Collect and analyze client feedback to continuously improve cloud support services.

Process Optimization & Continuous Improvement:

• Implement best practices for cloud support operations, leveraging ITIL frameworks and automation tools.
• Conduct root cause analysis to resolve recurring issues and prevent future incidents.
• Maintain and optimize knowledge base documentation for quicker ticket resolutions and better self-service options.
• Identify opportunities to streamline workflows and automate support processes for improved efficiency.

Strategic Planning & Reporting:

• Participate in strategic planning for cloud support services, including budget management, resource allocation, and forecasting.
• Stay up-to-date with industry trends, emerging technologies, and best practices in cloud support.
• Prepare regular reports on cloud support performance, including helpdesk metrics, incident resolution times, and client feedback.

Team Development & Training:

• Assess skill gaps and implement training programs to enhance the team's capabilities in VMware/KVM, network, and system support.
• Promote certifications in relevant areas like VMware/KVM, cloud platforms (Azure), and ITIL processes.
• Oversee recruitment, onboarding, and performance reviews for support team members.

Networking & System Troubleshooting:

• Network Management: Understanding of VPCs, DNS, load balancers, VPNs, and firewalls.
• System Monitoring & Troubleshooting: Skills in diagnosing and resolving performance issues, outages, and latency problems.

Qualifications & Experience:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 7+ years of experience in cloud support or IT infrastructure, with at least 3 years in a leadership role.
• Strong expertise in VMware/KVM virtualization, network troubleshooting, and system diagnostics.
• Proven experience in managing customer onboarding processes and maintaining long-term client relationships.
• Solid understanding of IT service management (ITSM) tools like ServiceNow, Jira, or similar platforms.
• Industry certifications such as VMware Certified Professional (VCP), or ITIL are preferred.

Key Skills & Competencies:

• Leadership & Team Management: Ability to build, lead, and develop high-performing technical support teams.
• Technical Proficiency: Deep expertise in VMware/KVM, networking, system troubleshooting, and cloud infrastructure.
• Client Engagement: Strong client-facing skills with experience in conducting cadence meetings and managing escalations.
• Problem-Solving: Analytical mindset with a proactive approach to identifying and resolving complex technical issues.
• Communication: Exceptional communication skills to convey technical concepts to non-technical stakeholders.
• Project Management: Strong organizational skills with experience in managing cloud support projects and helpdesk operations.
• Adaptability: Ability to work in a dynamic, fast-paced environment and adapt to changing business needs.