- Monitor service operations and ensure SLA/SLO compliance.
- Manage case queues, escalations, and operational performance.
- Analyze reports and metrics to identify trends and improvement opportunities.
- Conduct quality audits and provide feedback to improve service delivery.
- Support onboarding, training, and knowledge-sharing initiatives.
- Drive process adherence, governance, and continuous improvement.
- Collaborate with stakeholders to resolve issues and enhance customer experience.
- Act as an escalation point for operational and process-related concerns.
Preferred candidate profile
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- 6-8years of experience in Technical Support, Service Operations, or Cloud Operations.
- Basic understanding of Serverless technologies and cloud platforms.
- Experience with case management tools, dashboards, and operational reporting.
- Strong analytical, troubleshooting, and problem-solving skills.
- Knowledge of SLA/SLO monitoring, incident management, and process compliance.
- Excellent verbal and written communication skills with stakeholder management experience.
- Ability to work effectively in a fast-paced, 24x7 rotational shift workplace.
- Proactive mindset with a focus on continuous improvement and operational excellence.