Cloud Operations Shift Lead

3 days ago

Taguig, National Capital Region, Philippines Risewave Consulting Full time
Job Title: Cloud Operations Shift Lead

We are seeking a highly skilled and experienced Cloud Operations Shift Lead to join our team at Risewave Consulting. As a key member of our support team, you will be responsible for leading a global team of support analysts, providing 24/7 support using an 8-hour revolving shift pattern.

Key Responsibilities:
  • Provide pre and post support for software application releases, working in a global team to ensure seamless delivery.
  • Manage and handle all incident requests for L1 and L2 within the shift, acting as the escalation point for any incidents requiring L3 intervention.
  • Determine root cause analysis, resolve, and communicate solutions to customers.
  • Develop competency in the ServiceNow product and build knowledge to manage incidents and report performance.
  • Assist in managing the health of the service queue and ensure all deliverables are performed with good quality.
  • Manage, coach, and mentor team members on all aspects of the service, building supporting training material/knowledge transfer to ensure the right level of competency is achieved.
  • Responsible for ensuring the team meets performance measures, adheres to SLA's, and agreed standards/processes that provide excellent customer service.
  • Schedule shift patterns/working times and provide backup support to meet the needs of the business/client expectations.
  • Provide regular reporting of performance, KPI's, and specific SLA's or trends to stakeholders on a regular basis.
  • Drive regular Incident Management reviews/audits/surveys and develop strategies for improvement based on lessons learned/survey feedback.
  • Network with other support teams to share best practice and develop the team's impact.
  • Liaise and manage communications with stakeholders/customers, providing necessary touchpoints, communications, and relationship management.
Requirements:
  • Previous hands-on experience in leading a Support, Software, Applications, or Helpdesk Team.
  • Excellent communication/organization skills, command of business English, and other European languages desirable.
  • Technical Background in Infrastructure, preferably in Cloud.
Person Specification:
  • Excellent written and oral English communication skills.
  • Drive to investigate, lead, and implement new technologies, recommend improvements, and continuously develop the products we support.
  • Knowledge of agile development/SDLC processes and hands-on participation in sprint planning meetings, daily stand-ups, and sprint retrospectives with UK and Manila teams.
  • Experience in working in multiple time-zones/countries and rotating shift systems to align with business demands.
  • Excellent analytical and problem-solving skills to identify and respond to unexpected or disruptive events.
  • Communicate and share knowledge with the wider team for continuous learning and knowledge transfer.
  • Work and communicate effectively with colleagues, end-user clients, and various levels/roles of management.
  • Seek and acquire relevant and emerging knowledge and skills in developing and maintaining cloud-based products and services under company training programs.
Qualifications:
  • Any Cloud Certification.
  • Degree holder preferably in Information Technology, Computer Science, or Computer Engineering.
  • Familiarity with ITILv3 or ITIL v4.
  • Working knowledge of Microsoft Office products and of financial reporting (cost management and optimization).

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