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Cloud Support Engineer - Managed Databases

Cloudways Platform Pvt Ltd

多个城市，巴基斯坦

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发布 Mar 31, 2023 176 查看

PKR. 100,000 - 150,000/Month

We want people who are passionate about fine-tuning the performance and accelerating the personal development of their team members. We are looking for a passionate Manager to lead our 2nd shift 4pm-12am EST (2:30am-10:00am IST/2:00am-10:00am PKT). As a Technical Support Manager – you will have the responsibility for managing a highly skilled team supporting Kubernetes, Managed Databases, Serverless, and App platform. You will work closely with the Senior Management, Engineering, Product, Sales, and Product Marketing teams to ensure that DO is delivering overall superior service to its customers. Reporting to the Director of Customer Support, this person will have strong opinions about the direction and performance of the team, demonstrate a deep understanding of DigitalOcean (customers, policies, and procedures), desire to help others reach their full potential, and feel responsible for the efforts of their team. They will learn to invest their skills, energy, and focus on developing and maintaining a shift that is founded on authenticity, love, transparency, efficiency, accountability, collaboration, empowerment, and fun!

What You’ll Be Doing:

Discuss trends, issues, and strategy with leadership, and implement resultant changes on the shift
Place the customer experience at the forefront of their work, while championing for the customer within the organization
Support Incident Management efforts, including internal and external communications, executive summaries, issue verification, cross-functional collaborations
Provide oversight of daily queue management to achieve KPI targets.
Prioritize hiring based on regular workforce forecasting projections
Coach & Development direct through consistent engagement; scheduling 1:1’s, providing feedback/ QA, discussing Individual Development Plans (IDP’s) and training and assessment needs
Act as first-point-of-contact for escalations to leadership; Ensure escalations are routed, prioritized, and resolved properly
Understand the obstacles, setbacks, triumphs, & motivations of shift
members
Own handoffs between shifts on both an individual & leadership level
Advocate for the perspective of direct reports to leadership
Advocate for the perspective of leadership to their direct reports

Technical Skills:

Working knowledge in:

Linux, Ubuntu, CentOS etc
Kubernetes and Containerization
Databases: MySQL, Mongo, Postgres
Application deployment: CICD, Serverless, Builds
Working knowledge of cloud compliance regulations, basic security practices
Certifications are a huge plus

What You Will Add :

Ability to motivate shift members to reach their potential
Attention to detail in relation to what happens during the shift
Ability to find the answer, even if you don’t know it (JIRA, escalation, outreach to other teams, etc)
Ability to accomplish assigned tasks that are asked of direct reports on the shift
Effective delegation of tasks, roles, and project work to direct reports on the shift
Ability to de-escalated complex and difficult escalations
A reputation for holding shift members to a high-performance standard
Solid analytical skills & the ability to work with metrics, numbers, & trends
Ability to build relationships with a wide range of stakeholders at all levels
Ability to transition between hands-on & tactical to complex & strategic work with ease
Ability to corral a conversation with multiple voices into a productive & brief discussion without leaving anyone feeling marginalized
Problem-solving skills that can unite people in a genuine & authentic way to work together & drive solutions & successful outcomes