Lead, mentor, and develop a team of 6 cloud monitoring engineers, fostering a collaborative and supportive work environment.
Deliver a 24/7 proactive monitoring service.
Follow up with customers to gauge their satisfaction with problem resolution.
Track and analyze support metrics to evaluate team performance & goal attainment.
Provide ongoing training and development opportunities for junior team members.
Develop and refine support processes and best practices.
Work closely with other departments to action customer feedback and contribute to service improvements.
Handle escalated customer issues with professionalism and urgency.
Ensure that all support documentation is accurate and up to date.
Build strong relationships with key clients, understand their needs, and provide tailored support solutions.
Contribute to the strategic direction of the global support team.

At least 2 years of experience as NOC, Technical Support (2nd tier) or similar, preferably in global B2B-focused SaaS.
2-5 years of experience as a Team Leader, managing people and operations.
Solid written, verbal, interpersonal communication, and customer service skills are needed to work successfully with customers in high-stress and/or ambiguous situations.
Aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment.
Ability to follow standard engineering principles and practices.
Creative approach to problem-solving.
Willingness to go the extra mile to get the job done within SLAs and customer commitments.
Comfort in a fast-paced environment where team success is encouraged.
Innovative mindset and enthusiasm for process improvement.
Good understanding of management practices and techniques.
Excellent leadership and interpersonal skills.
Experience with at least one Cloud provider (AWS, GCP, Azure).
AWS Cloud Practitioner or Azure Fundamentals certifications preferred.
Familiarity with Container technologies (Kubernetes) preferred.
Bachelor’s degree in a technical area preferred (Engineering, Computer Science, IT/Information Systems, etc.).

Manager, Proactive Monitoring Team – NOC

Key skills