Assistant Manager - Cloud & Security Customer Service Operations

Responsible for managing customer queries related to all services and solutions delivered, including diagnosing, and resolving complex technical issues in Cloud & Security domain

The role acts as a conduit between customers and other teams such as engineering, architecture etc

for any issue resolution

This is an operational role, responsible for delivering results that have a direct impact on day-to-day operations and capable of instructing professional or technical staff and reviewing the quality of the work undertaken by these roles

Responsibilities Technical administration or troubleshooting to ensure the efficient functionality of the solution


Incident Validation, Incident Analysis, Solution recommendation
Assists with the development, revision, and maintenance of Standard Operating Procedures and Working Instructions
Act as a point of escalation for Level-1 customer service analysts
Coordinate with IT teams on escalations, tracking, performance issues, and outages


Prepare Monthly Executive Summary Reports for managed clients and continuously improve their content and presentation


Provide recommendations in tuning and optimization of systems, processes, procedures, and policies


Maintain an inventory of the procedures used by the operations team and regularly evaluate the procedures and add, remove, and update the procedures as appropriate


Publish weekly reports and monthly reports on customer service operations activity

Desired Skill sets Good knowledge on implementation, installation, integration troubleshooting and overall functionalities
Experience in troubleshooting platform related issues, data backup, restoration, retention
Maintains awareness of latest technologies in the domain