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The Technical Lead is responsible for managing the day-to-day operations of the Cloud Solutions Center shift while leveraging, improving & implementing ITIL best practices to deliver a “cloud-like” service on-demand next generation managed service. Duties will include ensuring L1 and L2 engineers are staffed, ensuring all cloud incidents, tickets, calls & alerts are addressed while maintaining high levels of customer satisfaction and Service Level Agreements. The Supervisor will also act as a single point of contact during any critical incident & also handle escalation management partnering with Cloud Client Insight Managers and Account Teams according to Standard Operating Procedures. In addition to supervising the level 1 and level 2 engineers, the Supervisor will lead daily shift change sessions & will also serve as the on-site single point of contact for the Service Delivery Teams and any Cloud Customers who wishes to escalate during that shift.
Key Areas of Responsibility
Basic Qualifications
Required Qualifications
Preferred Qualifications
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