Technology: Cloud Operations Shift Lead

Unlock new horizons in your Cloud Operations career! We're searching for experienced candidates to fill the role of Cloud Operations Shift Lead. Lead the way in cloud excellence and embark on a rewarding journey with us. Take the next step!

About SIEGEN SOLUTIONS:

Siegen Solutions specializes in partnering technology-focused clients by connecting them with top-tier talents. Our commitment lies in bridging the gap between exceptional candidates and cutting-edge technologies. At Siegen Solutions, we understand that success hinges on the right people with the right expertise. We're here to match skilled candidates with opportunities that align perfectly with their technological prowess.

Key Responsibilities:

• Provide pre and post support for software application releases working in a global team providing 24/7 support using an 8-hour revolving shift pattern. You will be the most senior support analyst within a shift and will provide guidance and coaching to the team.
• Manage and handle all incident requests for L1 and L2 within the shift. Act as the escalation point for any incidents that may need L3 intervention to our engineers or 3rd party suppliers.
• Determine root cause analysis, resolve, and communicate solutions to customers.
• Develop competency of the ServiceNow product and build knowledge so functionality can be used to manage incidents and report performance.
• Assist / manage health of the service queue and assure all deliverables are performed with good quality.
• Manage, coach, and mentor team members on all aspects of the service. Build supporting training material/knowledge transfer to ensure the right level of competency is achieved to support the applications/clients expectations and their personal growth.
• Responsible for ensuring the team is meeting performance measures, adhering to SLAs, and agreed standards/processes that always 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, KPIs, and specific SLAs 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 teams impact.
• Liaise and manage communications with stakeholders/customers providing necessary touchpoints, communications, and relationship management.

Requirements:

Must Haves:

• 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 would be desirable.
• Technical background in infrastructure, preferably in the 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 in order to identify and respond to unexpected or disruptive events.
• Communicate and share knowledge with the wider team so there is continuous learning and knowledge transfer across the team.
• 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 that would be advantageous for the position:

• 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).

Equal Opportunity Employer