What’s the opportunity?

Reporting to the Head of Cloud Services, the Sr. Manager, Cloud Support will be responsible for the overall success in managing cloud support in North America.  They will be required to manage two teams:  The existing team of individuals that provide Cloud Support services in North America, and will be tasked with the development and management of the Cloud “QRF” (Quick Response Force) team, responsible for managing high priority support items that require immediate resolution.  

Mode of Work: Hybrid

What will you do? 

• Set goals for team members, and lead from the front 
• Coach, guide, mentor other members of the team/organization 
• Support team in developing process knowledge base 
• Organize, support, and run an Internal QRF (Support Leads) group within the Support team for tracking high level issues. 
• Maintain a healthy team by empowering, motivating and building trust 
• Summarize problems at hand for senior stakeholder consumption 
• Have good control on the work management process to adapt and course correct with agility 
• Identify improvement areas, plan and execute improvement items 
• Prepare and participate in status meetings, governance meetings 
• Encourage use of agile work management processes 
• Create, update, present project plans 
• Organize work to achieve positive outcomes, with diligence in follow-up and follow-through 
• Manage meetings, document interactions with actions and next steps 
• Work with senior team members to plan, organize, coordinate, execute projects 
• Present weekly progress reports 
• Facilitate weekly, bi-weekly sprints for the team(s) assigned 
• Help team members prioritize work load 
• Communicate proactively with customers and internal team members to deliver business value as a part of daily work management 
• Support and align efforts to meet customer needs 
• Setup, coordinate and manage triage sessions with customers and partners

What do you need to succeed?

Must Haves:

• Degree in computer science, engineering, business administration or equivalent experience 
• Industry accepted certifications in management space 
• Domain knowledge of banking and financial institutions and/or large enterprise IT environment is desirable 
• A basic knowledge of cloud concepts is desirable (goal to work towards)
• Multiple years of experience working with customers and partners 
• Agile, Scrum experience 
• Experience with process methodologies used in software industry 
• Microsoft Excel, Word, PowerPoint, Wiki, Planning software, Agile project management tools 
• Must be familiar with our product or a product used by financial institutions in a similar space 
• Must be able to use and work with user interface-based applications 
• Strong, clear and concise written and verbal communication skills 
• Ability to communicate effectively at all levels of the organization 
• Ability to conceptualize and articulate new approaches and solutions