View Jobs at MainOne Cable Nigeria |
Permanent |
Lagos |
Posted 2 years ago |
Job Title: Lead, Cloud Support
Location: FABAC, Lagos
Department: Technical
Job Type: Permanent
Responsibilities
- Work with the Cloud operations team to provide 24/7 support to Cloud customers.
- Comply with support processes and procedures to ensure
- customer satisfaction and service level objectives (SLO) are met.
- Monitoring and ensuring maximum uptime on Cloud platform
- Provide first level support for Cloud customer complaints
- Providing timely and effective responses and updates to work tickets and other requests
- Identify, recommend and implement potential improvements to service efficiency.
- Ensure quality, up-to-date documentation exists for all service arrangements
- Making sure that customer SLAs are met, periodical customer reports and updates are sent
- Support in ensuring 24 X 7 operations of Cloud Services, Disaster Recovery, Data Repository, and Remote Operations Services.
- Develop and oversee Service Desk, Event Management, Incident Management, Problem Management and Capacity Management processes.
- Ensure successful backup and/or replication of Customer Data in a secure manner.
- Contribute and enhance Security policies and procedures for Cloud Services. Implement System Management Tools to provide monitoring and management of all Cloud infrastructures.
- Define and report key performance indicators to monitor process health; define and report customer facing service metrics.
- Conduct Research and development (R&D) activities.
- Liaise with the marketing team to revise marketing collateral such as brochures, website, product descriptions, new press releases and assist in coordinating public marketing campaigns.
- Conduct System Outage Analysis to prevent recurrence.
Qualifications, Skills & Competencies
- Bachelor’s Degree in Computer Sciences, Information Management or related engineering field is preferred
- Minimum of five (5) years’ experience in Cloud services.
- Experience with Microsoft public, hybrid and private cloud
- Experience working with Windows/Linux operating systems
- Strong Cloud experience skills (AWS or Azure)
- PowerShell scripting experience will be an added advantage
- Networking experience will be an added advantage.
- Certifications in Linux, Hyper-V, Windows Server, Microsoft System Centre, VMware, Storage, and other Cloud Technologies considered a plus for this position.
- Excellent customer engagement skills
- Excellent oral and written communication skills.
Demands of the Job:
- Problem solving skills
- Ability to work under pressure
- Ability to take ownership
- Prioritizing skills
- Troubleshooting skills
- Ability and willingness to put in extra time and effort when the work demands it.
Application Closing Date
Not Specified.
Apply Now
Job Features
Job Category | Support Staff |