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TITLE

 

Cloud Support Manager - 2nd & 3rd Shift

COMPANY

 

ClearDATA

LOCATION

 

Austin, TX, US

Description

ClearDATA is seeking a dynamic After Hours Cloud Support Team Manager who wants to use their management passion and skills to truly make a difference in healthcare!

 

You will be managing the Cloud computing-technical team (2nd & 3rd Shift 10pm to 7am) who is responsible for onboarding and supporting our large enterprise clients on the ClearDATA AWS platform. This person will be managing our domestic team as well as offshore contactors.  This position will have a flexible schedule and will be able to work remotely most of the time. This position reports to our Director, Customer Services. 

 

What You’ll Do:

 

Manage our after hours teams (2nd & 3rd Shift) Roughly 10pm to 7am.

Build, lead, develop and coach a Cloud-focused (AWS, GCP, Azure) team of technical admins, engineers, and architects in support of large enterprise clients 24x7.

Manage our Domestic team and Off Shore Contractors. 

Drive continuous improvement and operational discipline through collaborative and proactive activities across Product, Sales, Account Management, and Operational Excellence organizations.

Develop a deep understanding of the enterprise customer base relative to their solutions, business drivers, success criteria, and long-term strategy.

Lead team in driving customer satisfaction

Lead and ensure the team is highly trained in all services and following procedures and protocols prescribed in the ClearDATA delivery model.

Lead the mitigation of delivery risks & issues.

Manage tightly to Key Performance Indicators (KPIs), regularly reporting on them and associated corrective actions and insights.

Educate customers on ClearDATA services and translate those into a clear business value proposition.

Take a data-driven approach, to the incident and problem management.                                                                                                      

 

What You’ll Need:

 

5+ years of technical experience with significant personal capability in AWS, Azure & GCP

3+ years in building and managing high-performing technical teams

3+ years of customer support leadership experience for Enterprise Accounts in customer-facing roles.

A Bachelor's degree in a related field

High degree of technical and business acumen

Demonstrated ability to work creatively and analytically in meeting customer needs.

A proven track record of managing and delivering enterprise IT projects.

Excellent written and verbal communication skills, including group leadership and executive presentations.

 

What Will Make You Stand Out:

 

Experience leading Cloud Support, DevOps or CloudOps teams

Experience in Cloud Healthcare Hosting Solutions

Experience working with HIPAA regulations

 

Why You’ll Like Working Here:

 

A dynamic company that rewards high-performers

Be on the cutting edge of new technologies and services

Collaborative team environment that values multiple perspectives and fresh thinking

Servant leadership Management

Business-casual dress code

Flexible working hours

Medical, Dental, Vision, HSA, Life and 401(k)

Stock options

Unlimited Vacation

Competitive base, and bonus structure

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