- Lead daily service operations by monitoring case flow, queue performance, and SLA/SLO adherence.
- Conduct quality audits and provide coaching and feedback to team members.
- Support onboarding, training, and continuous skill development initiatives.
- Analyze operational metrics, identify trends, and drive process improvements.
- Handle escalations and ensure timely resolution of operational issues.
- Collaborate with stakeholders to maintain compliance with organizational policies and governance standards.
- Drive operational excellence through effective reporting, workforce management, and process adherence.
Preferred candidate profile
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- 6+ years of experience in Service Operations,
Technical Support, or Cloud Infrastructure environments.
- Basic knowledge of Storage technologies and cloud platforms (GCP preferred).
- Experience in case management, queue management, SLA/SLO monitoring, and quality audits.
- Solid analytical, reporting, and problem-solving skills.
- Excellent communication, stakeholder management, and team collaboration abilities.
- Proven ability to coach, mentor, and support team performance.
- Process-oriented mindset with a focus on operational excellence and continuous improvement.