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Cloud Support Manager, Rapidscale (Overnight)

Company: Cox Communications
Location: Raleigh
Posted on: November 11, 2019

Job Description:

RapidScale is one of the fastest growing Cloud Computing companies in the industry. Based in Irvine, CA, and Raleigh, NC, the company has a solid track record of delivering world class products and services to our customers located throughout the country and around the globe. RapidScale is seen as a leader in desktop virtualization with marked success in application virtualization for both Windows and Mac applications. The company also provides Infrastructure as a Service (IaaS), and Disaster Recovery as a Service (DRaaS) solutions via an enterprise ?Flex Pod? cloud stack.???Job Summary:The Rapidscale Cloud Support Manager provides the first level of support for all our managed customers and coordinates the overall support process for incidents and service requests. The Cloud Support Manager will establish goals and objectives for the support desk operation that support and match the organization?s overall aspirations. This person will manage the performance of the support desk & support to clients (internal and external) and ensure that service levels are achieved. They will ensure that customer expectations are met or exceeded. This person will be responsible for ensuring the staff are meeting and exceeding expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide excellent customer service and meet or exceed requirements.? ???Duties and Responsibilities:

  • Oversee 100% of the requests, incidents and problems starting in the support desk. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents from team members. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization.? Assist with determining the root cause of issues and communicate appropriately to internal and external customers. - (50%)
  • Provide data and reporting of KPI's and trends to Director of Technical Support in ad-hoc & scheduled (weekly, monthly, etc.) intervals as needed. Will drive ticket deep dive analysis and develop strategies for improvement. Work to make Support Desk deliver the ultimate customer experience through service delivery across all customers. Monitor and manage ticket and phone queues (participating in escalated incidents / calls as needed). - (20%)
  • Oversee technical solutions repository & client documentation repository and ensure top quality solutions are available to the support desk staff. Develops service and business level objectives to set clear expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support across all managed RapidScale customers. Advise management on situations that may require additional client support or escalation. - (20%)
  • In support with the Director of Technical Support, manage process for communicating outage/emergency activities to the organization and customers. Review survey feedback to improve services, tools and support experience. Keep confidential all applicant, client, and verification and company proprietary information. - (10%)Qualifications:Skills and Educational Requirements:
    • Must possess a very hands-on approach and management style. You will own and be responsible for the results of your group
    • Deep knowledge and understanding of support KPIs and the drivers that help achieve positive results. You will need to have a passion for data and the ability to use the data to drive business decisions.
    • Experience with Excel and PowerPoint. The ability to take raw-data and build charts and graphs and PowerPoint presentations that can be used in executive level presentations.
    • Experience with influencing and leading a Support Desk call center that provides world class customer experience
    • Experience being part of a global leadership team
    • Superior communication skills. Ability to understand and translate complex reports into trending and analytics
    • Able to collaborate and work across multiple internal functions to ensure that the SLAs are achieved for all customers
    • Ability to articulate clear expectations and hold team members accountable. Must have proven experience with managing large teams.
    • Effective negotiation skills
    • Outstanding oral & written communication skills
    • Experience thinking outside of the box with a can-do attitude
    • Willingness to go above and beyond
    • Experience with SalesForce Service Console: Building reports and dashboards.
    • A college degree or equivalent work experience (3-5 years) is required.Needed Attributes:The ideal candidate will possess:? A positive Attitude, strong Sense of Urgency and a creative mindset. ?A passion for understanding data to make data-driven decisions. This position requires strong written and oral communications skillsets.? Interfaces with users of technology and employs a high degree of tact and diplomacy to promote a positive image of the department. Resolves problem situations in a professional manner. Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service. Flexible schedule is a must.Inter-Relationships:Support engineers need to work well with others and be able to assist customers that can be frustrated and upset due to the incident, by being calm, cool, and understanding.? This position requires interfacing with several other departments and different personalities.?Direct Reporting RelationshipsDirector of Technical SupportResponsible for aligning activities, metrics, and measurements to the desired outcomes of the business unit vision and direction.
      • Create and execute career development plans.
      • Approve timesheets and expense reports
      • Direct, control, motivate, mentor, build and develop staff.
      • Interview, hire, develop, train and promote high performing individuals
      • Conduct annual performance reviews for direct reports?Indirect Reporting RelationshipsCloud Support Engineer I, II, III?????????
        • Encourage staff development through identifying training needs & providing coaching and mentoring where needed.
        • Coach and challenge employees to maximize performance, embrace change, and anticipate customer needs.
        • Call monitoring and quality reviews to ensure consistent service delivery
        • Promote teamwork and cooperation within the support desk and across all other teams.
        • Develop & maintain positive, inter-dependent relationships with other departments and managers.
        • Provide leadership and guidance to employees, maintain ongoing two-way communications, and promote professionalism, teamwork, and outstanding customer service.
        • Ability to adapt and manage constant changeKey success criteria
          • To ensure incidents and service requests are managed effectively to SLAs.
          • To ensure consistent performance to internal KPI targets.
          • To foster an environment of growth and learning by effective coaching and developmentWorking Environment:Fast paced, positive, high energy environment.? This position may have high levels of stress due to deadlines and necessity of quick response times.
            About Cox CommunicationsCox Communications?is committed to creating meaningful moments of human connection through broadband applications and services. The largest private telecom company in America, we proudly serve six million homes and businesses across 18 states. We're dedicated to empowering others to build a better future and celebrate diverse products, people, suppliers, communities and the characteristics that makes each one unique. Cox Communications is the largest division of Cox Enterprises, a family-owned business founded in 1898 by Governor?James M. Cox.Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.Statement to ALL Third-Party Agencies and Similar Organizations:? Cox accepts resumes only from agencies with which we formally engage their services.? Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility.? Cox is not responsible for any fees or charges associated with unsolicited resumes.

Keywords: Cox Communications, Raleigh , Cloud Support Manager, Rapidscale (Overnight), Executive , Raleigh, North Carolina

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