Team Lead, Cloud Platform Support

Cloudways - A DigitalOcean.Com Company is hiring for people who wish to be a full time Operations Shift Manager to manage a team of remote & global Cloud Engineers. As a shift manager, you will oversee daily operations, act as the liaison between staff and upper management, and work closely with your team to maximize customer satisfaction. Primary responsibilities of the Shift Manager’s role include the oversight and hands-on management of a team of highly skilled Engineers in their daily operational and support activities during shifts hours.  This role entails managing performance at both a team and individual level as well as mentoring and coaching each team member in their overall growth.

What You’ll Be Doing:

• Take ownership of the Customer Experience KPIs and most importantly Customer Centric Culture. Ensure operational efficiency and consistency (KPIs and SLA) with aim to bring in an operational excellence perspective. knows how to get things done.
• Closely coordinate with Customer Success and cross functional teams.
• Forecast the future- load (headcount) based on growth and plan accordingly to ensure consistent service levels. Motivate staff and foster a positive learning environment.
• Improve and scale several (People, Technology, Support) Processes/SOPs to ensure Customer satisfaction, smooth and efficient operations, and Happy/Caring Engineers.
• Develop Direct Reports, being adept at identifying the potential of others and assuming a role in harvesting it.
• Creates an enjoyable work environment to maximize retention of staff. Recognizes and rewards the accomplishments of individuals and the team.
• Manage team leads & team schedules ensuring 24/7 shift coverage
• Take appropriate action with problem performers in a timely way.
• Manage, instruct, and guide team of Engineers in their day-to-day activities surrounding customer support via Live chat and tickets
• Responsible for key performance metrics ensuring customer satisfaction.
• Meet aggressive system and application availability objectives while providing hands-on leadership during customer-impacting events (outages and incidents)
• Provide immediate response/remediation/ and escalation for incidents during the shift
• Manage resources to performance expectations via tracking and maintaining individual performance metrics, including incident management, chats & ticket performance, and process/procedure adherence as well as constant reinforcement to ensure SLAs are met
• Establishes and drives clear accountability for all team members, creates an environment that enables effective team performance and excellent communication
• Conduct regular team meetings as well as one-on-one sessions with staff members
• Onboard, and train new hires in process and procedure adherence as well as use of tools and understanding of production platform interdependencies
• Maintain employee shift schedules ensuring adequate resource coverage at all times
• Maintain daily shift stats compilation, shift logs, analysis of “not at all well” customer ratings, response on cross departmental queries during the shift
• Develop, document, maintain, and disseminate new processes and procedures for platform monitoring, incident validation, remediation, and escalation
• 24 x 7 availability to work with the team in addressing incidents/outages where managerial guidance is required
• Problem analysis of platform and environmental issues, ensuring strict SLA compliance in issue response, resolution, escalation, and incident communication.

Job Specification:

• 8-10 years of working experience along with Bachelor’s degree in Engineering, Computer Science preferred
• Experience of managing and scaling technical support or managed services team of at least 40 people. So been there, done that
• A good understanding of the IT industry and Hosting
• Decent Linux (Apache, Nginx, MySQL) and Development (PHP, Wordpress, Magento, Open Source Application) skills are plus
• Strong Verbal and written communication skills
• Customer-focused with strong customer service skills
• Compatible with 24/7 environment and resilient to pressure and multitasking
• A positive attitude is a must. Available for a flexible 24/7 schedule
• Great Interpersonal, mentoring/coaching and Leadership skills. Adept at assessing situations and making decisions
• Analytical (problem solving) mindset, attention to detail, process oriented and Abstract thinking (be able to create resolution paths for high level problems) skills
• Experience with various Support Communication Systems is plus, such as; LiveChatInc, Zendesk, Intercom as well as large scale Phone and Chat support systems.

Why You’ll Like Working for DigitalOcean

• We innovate with purpose. You’ll be a part of a cutting-edge technology company with an upward trajectory, who are proud to simplify cloud and AI so builders can spend more time creating software that changes the world. As a member of the team, you will be a Shark who thinks big, bold, and scrappy, like an owner with a bias for action and a powerful sense of responsibility for customers, products, employees, and decisions. 
• We prioritize career development. At DO, you’ll do the best work of your career. You will work with some of the smartest and most interesting people in the industry. We are a high-performance organization that will always challenge you to think big. Our organizational development team will provide you with resources to ensure you keep growing. We provide employees with reimbursement for relevant conferences, training, and education. All employees have access to LinkedIn Learning's 10,000+ courses to support their continued growth and development.
• We care about your well-being. Regardless of your location, we will provide you with a competitive array of benefits to support you from our Employee Assistance Program to Local Employee Meetups to flexible time off policy, to name a few. While the philosophy around our benefits is the same worldwide, specific benefits may vary based on local regulations and preferences.
• We reward our employees. The salary range for this position is based on market data, relevant years of experience, and skills. You may qualify for a bonus in addition to base salary; bonus amounts are determined based on company and individual performance. We also provide equity compensation to eligible employees, including equity grants upon hire and the option to participate in our Employee Stock Purchase Program.
• We value diversity and inclusion. We are an equal-opportunity employer, and recognize that diversity of thought and background builds stronger teams and products to serve our customers. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.

*This is a remote role and you will be reporting to the Associate Vice President PlatformOps

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