Cloud Support Director

5 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Nimbus Cloud Full time

About Nimbus Cloud

Nimbus Cloud is looking for a skilled leader to head our cloud technical support team. As the Head of Cloud Technical Support, you will be responsible for leading a team of cloud technical support specialists to deliver exceptional customer service and drive business growth.

Key Responsibilities:

  • Leadership & Team Management:
  • Lead and develop a team of cloud technical support specialists to achieve high customer satisfaction and deliver timely responses.
  • Set clear objectives, monitor KPIs, and align team efforts with company goals.
  • Provide guidance on complex cloud, network, and system troubleshooting and handle escalations.
  • Foster a customer-centric culture within the team and encourage continuous improvement.
  • Oversee and manage VMware/KVM virtualization environments for optimal performance and availability.

Client Relationship Management:

  • Lead customer onboarding processes for seamless transitions and positive client experiences.
  • Conduct regular check-ins with major clients to review support performance, address concerns, and drive improvements.
  • Build and maintain strong relationships with clients to enhance satisfaction and loyalty.
  • Collect and analyze client feedback to continuously improve cloud support services.

Process Optimization & Continuous Improvement:

  • Implement best practices for cloud support operations, leveraging ITIL frameworks and automation tools.
  • Conduct root cause analysis to resolve recurring issues and prevent future incidents.
  • Maintain and optimize knowledge base documentation for quicker ticket resolutions and better self-service options.
  • Identify opportunities to streamline workflows and automate support processes for improved efficiency.

Strategic Planning & Reporting:

  • Participate in strategic planning for cloud support services, including resource allocation and forecasting.
  • Stay up-to-date with industry trends, emerging technologies, and best practices in cloud support.
  • Prepare regular reports on cloud support performance, including helpdesk metrics and client feedback.

Team Development & Training:

  • Assess skill gaps and implement training programs to enhance the team's capabilities in VMware/KVM, network, and system support.
  • Promote certifications in relevant areas like VMware/KVM, cloud platforms, and ITIL processes.
  • Oversee recruitment, onboarding, and performance reviews for support team members.

Networking & System Troubleshooting:

  • Network Management: Understanding of VPCs, DNS, load balancers, VPNs, and firewalls.
  • System Monitoring & Troubleshooting: Skills in diagnosing and resolving performance issues, outages, and latency problems.

Qualifications & Experience:

  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • 7+ years of experience in cloud support or IT infrastructure, with at least 3 years in a leadership role.
  • Strong expertise in VMware/KVM virtualization, network troubleshooting, and system diagnostics.
  • Proven experience in managing customer onboarding processes and maintaining long-term client relationships.
  • Solid understanding of IT service management (ITSM) tools like ServiceNow, Jira, or similar platforms.
  • Industry certifications such as VMware Certified Professional (VCP), or ITIL are preferred.

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