Role & responsibilities
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.
Robust 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 rapid-paced, 24x7 rotational shift workplace.
Proactive mindset with a focus on continuous improvement and operational excellence.