Manager, Proactive Monitoring Team – NOC
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Job Description
Team Leader managing a team of cloud monitoring engineers in a SaaS company. Ensuring excellent support for B2B customers with proactive monitoring and service availability.
Responsibilities:
- Lead, mentor, and develop a team of 6 cloud monitoring engineers, fostering a collaborative and supportive work environment.
- Deliver a 24/7 proactive monitoring service.
- Follow up with customers to gauge their satisfaction with problem resolution.
- Track and analyze support metrics to evaluate team performance & goal attainment.
- Provide ongoing training and development opportunities for junior team members.
- Develop and refine support processes and best practices.
- Work closely with other departments to action customer feedback and contribute to service improvements.
- Handle escalated customer issues with professionalism and urgency.
- Ensure that all support documentation is accurate and up to date.
- Build strong relationships with key clients, understand their needs, and provide tailored support solutions.
- Contribute to the strategic direction of the global support team.
Requirements:
- At least 2 years of experience as NOC, Technical Support (2nd tier) or similar, preferably in global B2B-focused SaaS.
- 2-5 years of experience as a Team Leader, managing people and operations.
- Solid written, verbal, interpersonal communication, and customer service skills are needed to work successfully with customers in high-stress and/or ambiguous situations.
- Aptitude for learning new technologies and understanding how to utilize them in a customer-facing environment.
- Ability to follow standard engineering principles and practices.
- Creative approach to problem-solving.
- Willingness to go the extra mile to get the job done within SLAs and customer commitments.
- Comfort in a fast-paced environment where team success is encouraged.
- Innovative mindset and enthusiasm for process improvement.
- Good understanding of management practices and techniques.
- Excellent leadership and interpersonal skills.
- Experience with at least one Cloud provider (AWS, GCP, Azure).
- AWS Cloud Practitioner or Azure Fundamentals certifications preferred.
- Familiarity with Container technologies (Kubernetes) preferred.
- Bachelor’s degree in a technical area preferred (Engineering, Computer Science, IT/Information Systems, etc.).
Benefits:
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Remote work options
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