Support & Operations Manager - Oworx Public Cloud

15 Jun 2021
13 Jul 2021
IT, IT Support
Contract Type
Full Time
About Oworx Public Cloud

SCC recognise that many organisations across multiple sectors need the power of Public Cloud to realise their full potential. Many businesses either lack the capacity or capability to successfully architect, deploy, and manage cloud infrastructure, or would prefer to focus on their core business rather than invest in training and maintaining the internal talent required to benefit from automation and cloud tooling. To tackle these challenges SCC launched its "born in the cloud" brand Oworx.

Technology changes are hard to predict even when certain evolutions look certain. What's more predictable is our team, a group of passionate individuals who are adaptable to change, with an innate love for the leading edge. The quality that will always prevail is our people.

At Oworx, every day is a fresh challenge. We live and breathe cloud technology, nurturing the industry's leading talent so we can offer the highest level of specialist expertise. Our culture is what binds us; everyone can contribute; everyone's voice matters. At Oworx, enjoying what we do is a serious business.

The Role

The Support and Operations Manager is focused on delivering an outstanding support experience for our customers across Azure, AWS and GCP. You will work in a small progressive "startup" team, challenging yourself and your colleagues to accelerate the launch of new support services, whilst maintaining the high standard of support across our existing services. You will be responsible for the day to day management of the 24/7 support team based out of Romania and will provide insight and guidance to the head of Oworx around the future strategy of the support function. Whilst the role is autonomous you will report directly to the head of Oworx and receive lots of support when you need it.

The perfect candidate

?? Passionate about delivering incredible customer experiences

?? You work best in an environment of rapid change

?? Collaborative and consultative when resolving conflict

?? Confident self-starter with experience in managing complex customers & projects autonomously

?? Tenacious approach to problem solving. Owning issues to completion

?? Knowledgeable about Cloud technologies, specifically AWS/Azure/GCP

?? Experienced Infrastructure Support Manager with a passion for developing their people

?? Comfortable with leading remote teams across multiple time zones

Duties and Responsibilities

?? Identify and exploit opportunities to surprise and delight our customers

?? Design support processes to co-ordinate across various technical teams to ensure the correct people are engaged at the correct point to enable a smooth and swift incident resolution

?? Review existing internal processes, suggesting and owning improvements through to completion

?? Create KPI Dashboard to show the health and efficiency of our support function

?? Host customer feedback sessions with customers who rate us
?? Create individual KPI's and manage individual performance across the support team, identifying any training or performance management needs.

?? Manage all recruitment needs, from creating job specs to interviewing and hiring.

?? Work with your support engineers to identify any areas for automation, documenting requirements and adding them to JIRA project backlog.

Required Skills

?? Extensive cloud hosting industry knowledge

?? Demonstrable experience of managing remote support functions

?? Excellent written and verbal communication skills with the ability to present complex technical information in a clear and concise manner to a variety of audience

?? Proven Customer Relationship Management experience

?? Understanding of terminology and basic functionality of Cloud Infrastructure technology

?? Experience of Agile working environments

?? The ability to identify and translate user requirements to technical engineers

?? An understanding of infrastructure architecture design diagram

* Great to have

?? AWS/Azure/GCP certification

?? Experience in leading automation or service improvement projects

?? ITIL Knowledge

?? Knowledge of DevOps practices

Interested ?

Then click the response button now !

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