Technical Support Manager Job in Balbhas Business Sysnomics Pvt Ltd

Job Description:
Be at the forefront of Cloud technology, assisting a global list of customers that consume multiple cloud environments. Ensure timely response to customers (i.e. adhering to Service Level Agreements - during day and off business hours) Meet/exceed customer expectations on response frequency, quality and overall experience Resolve customer escalations, perform root cause analysis, and drive process improvements. Build strong relationships with customers and internal teams including DevOps, Product Engineering and QA. Work closely with Sales Team to ensure successful customer deployments of the product Establish processes that enhance the quality and efficiency of the Support team Identify and track preventive maintenance activities to avoid recurring issues Ensure documentation of all resolution articles and maintain support manuals for product and customer infrastructure. Timely escalations and generation of weekly/monthly reports on the support status

Experience and Skills:
B.E/B.Tech degree with at least 4+ years of technical support or system administration experience
Prior work experience with Cloud domain and cloud based products is a must. (AWS, Azure, VMware, OpenStack)
Exposure to DevOps technologies, automation, infrastructure orchestration, configuration management and continuous integration
Exposure to virtualization technologies (XenServer, Hyper-V)
Good command on the ITIL Framework and related processes
Hands-on experience in Linux and Windows Administration, server hardening and security compliance
Experience in Web and Application Server technologies (e.g. Apache, Nginx, IIS)
Experience with monitoring and log management tools

Personal Attributes:
Extremely customer focussed, flexible to be available on-call for solving critical problems.
Quick learner with desire to learn new tools and techniques.
Excellent analytical, troubleshooting and problem solving skills.
Track record in providing outstanding and unparalleled customer service.
Strong communications skills (verbal and written) and outstanding interpersonal skills.
Demonstrate a strong work ethic with a willingness to do what it takes to get the job done.