Cloud Services Manager

4 days ago


Muscat, Muscat, Oman Canonical Full time

We are seeking a seasoned Support Operations Director to lead our Support teams, driving exceptional customer satisfaction and technical excellence. As a key member of our leadership team, you will be responsible for operational control, shift scheduling, and accountability for key performance indicators (KPIs). You will also contribute to the support knowledge base and foster a workplace free from discrimination.

Responsibilities

This role involves:

  • Management of a professional support team, including skills development and performance management
  • Operational control, shift scheduling, accountability for key performance indicators (KPIs)
  • Ensuring that all customer cases are responded to within the SLA, and in a professional manner
  • Acting as the customer escalation contact, and ensuring that such escalations are addressed appropriately
  • Accountability for customer satisfaction
  • Contribution to the support knowledge base
  • Continuous improvement to the team's processes and support service delivery
Skills and Experience Required

To succeed in this role, you will need:

  • Extensive CLI experience with Linux at a technical level (Support, Development, Implementation)
  • Leadership experience, and preferably team management experience
  • Confidence under pressure, with proven track record of high customer focus
  • Preferably fluent in two languages, English being primary one
  • Excellent communication skills (verbal and written)


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