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    Service Delivery Lead - Chennai, India - CloudSense

    CloudSense
    CloudSense Chennai, India

    3 days ago

    Default job background
    Permanent
    Description

    About CloudSense

    Since its founding in 2009, CloudSense has performed over 100 successful implementations in the last decade, and provides support for businesses in over 30 countries across 4 continents.

    Ambitious telecommunications, media and services enterprises rely on CloudSense to help them thrive in a digital-first economy, by transforming sales processes, increasing productivity and enhancing profitability.To learn more, visit .

    About the Team

    Our operations team is a highly skilled and diverse group of professionals located in Croatia and India. Comprising six members, we work collaboratively to ensure the smooth operation and continuous improvement of our Cloudsense products, services hosted in Cloud infrastructure. We embrace diversity and foster a culture of inclusivity, where every team member's unique perspectives and contributions are valued.

    Competencies: Knowledge, Skills, and Abilities

  • Should have experience in troubleshooting application and infrastructure issues
  • Should be able to provide Tier 2 application / infrastructure support to Tier1 Customer services platform team
  • Should have knowledge about deployments related to applications hosted in Cloud
  • Should have basic experience and exposure to databases, Redis , MQ / RabbitMQ / Messaging systems, http based applications
  • Investigate and troubleshoot service affecting incidents, engaging colleagues from the various engineering teams
  • Should have decent support experience in working one of the Cloud infrastructure providers like AWS or GCP or Azure.
  • Champion Service and Support in projects and developing a strong understanding of projects impacting service delivery and ensuring service impact is minimized and agreed
  • Responsible for maintaining the defined quality and performance for each service; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems
  • Take ownership of service affecting incidents and be the point of contact for the 24/7 support team
  • Should have experience in supporting applications deployed in web servers or application servers.
  • Should have experience in setting up monitoring dashboards and alerts in various monitoring tools
  • Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
  • Ensure all change and release management processes are adhered to
  • Ensure customers receive notification of forthcoming changes and planned downtime
  • Enable the 24/7 support team during the onboarding of new applications and features, monitoring requirements etc.
  • Monitor and report on SLA compliance and other performance metrics
  • Create and maintain release management process documentation
  • Track and ensure compliance with SOC1, ISO and GDPR requirements

    • Essential Skills:

  • 6+ years working in a technical operations, support or development environment
  • Should have decent support experience in any one of the Cloud service providers namely AWS or Azure or GCP.
  • Should have excellent troubleshooting skills both at application and infrastructure level.
  • Ability to simplify and articulate complex technical problems for colleagues and customers
  • Excellent organizational skills as well as the ability to manage and prioritize tasks and time efficiently
  • Experience working across multiple work streams and systems
  • Proven ability to recognise and articulate potential impediments to success, i.e. issues & risks
  • Experience in any of the monitoring tools like Splunk, AWS Cloudwatch, Datadog, etc.
  • Should be able to isolate issues between application, infrastructure and troubleshoot accordingly.
  • Should have basic experience in shell scripting and Linux

    • Desirable Skills:

  • Cloud practitioner certification in any one of the Cloud service provider.
  • ITIL qualifications
  • Experience / knowledge of ITIL disciplines
  • Experience working with Salesforce and CloudSense products
  • Capacity planning experience
  • Process definition and implementation experience
  • Exposure to SOC1, ISO and/or GDPR requirements

    • Be part of a business that's going places. Can you solve complex problems? Find new and better ways of doing things? Work well in a team? Then it sounds like you will fit in at CloudSense.

    Our Vision

    To be the world's leading CPQ and order management platform and deliver sales transformation to ambitious businesses

    Our Mission

    To empower our customers to innovate by making it easier to launch, sell and fulfill

    Our Culture

    Challenge established ideas and support our customers and each other

    Our Values

    Our values guide the way we work with our customers and colleagues across the globe.

    Trust — Innovation — Empathy — Confidence — Accountability

    Some of the benefits you will love:

  • Fully paid health insurance
  • 24 paid leave days and birthday leave
  • Additional tenure based leave days
  • Wellbeing and fitness
  • Tailored learning and development
  • Social events
  • Flexible working and summer working hours
  • WFH benefits
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