Cloud Support Manager

Location: St. John's, Newfoundland, Canada
Date Posted: 11-20-2018
Cloud Support Manager
Full Time / Permanent
Location: St. John’s, NL
Vision33 Inc. is a global IT professional services consultancy that solves customer business challenges through the promise of technology and the value it delivers. We partner with growing and large organizations in both the public and private sectors to understand their vision and help them reach it with the right blend of strategy, consulting, and technology. Vision33 global team of results-driven resources provide world-class experience through our office locations in North America and Europe. For more information about Vision33, visit

We have an immediate need for a talented Cloud Support Manager to support our growing customer base. As a Cloud Support Manager, you will be responsible for leading a team of Cloud Support Consultants in providing a superior customer service experience to Hosted SAP Business One users on AWS and adhering to the TOTAL Care Service Level Agreement (SLA).  You will be accountable for the performance of the team and ensuring that both the customer and the team are engaged with the work at hand to ensure continued success in the future. 

You will be responsible for: 
  • Leveraging tools, services, methodologies and best practices to support successful client implementations with an optimal level of performance, stability and data integrity
  • Acting as a driving knowledge transfer agent for Vision33, contributing to the development of customer success, empowering and mentoring colleagues, facilitating skill-sharing, best practices, and lessons learned to ensure quality support delivery to our customers world-wide
  • Collaboratively working with all Vision33 team to drive a superior customer service experience and high-quality customer engagement
  • Adapting team plans and priorities to address resource and operational challenges
  • Providing technical direction and insight for our service delivery
  • Providing leadership, coaching and technical guidance to a team of support consultants, including remote team members
  • Developing and refining operations process documentation
  • Managing costs with an emphasis on finding efficiencies
  • Acting as de-escalation liaison in urgent and/or critical client situations, collaborating with the customer and other involved parties
  • Managing daily Open and Pending service key indicators
  • Proactively identifying new and incremental opportunities for Vision33 service delivery
  • Supporting client requirements and escalations outside normal working hours, or on-call, when necessary
  • Conducting regular performance meetings with direct reports, including an annual and mid-year performance review
  • Ensuring successful employee engagement through HR programs and administrative ownership.

Ideal candidates would possess the following:
  • 5+ years of experience working with IaaS, SaaS, or PaaS
  • 5+ years of experience working with Microsoft Windows Server
  • 5+ years of experience managing large scale Cloud/IT initiatives
  • 5+ years of experience managing support and operational teams
  • 3+ years of experience working with web applications
  • Ability to make well defined technical decisions while meeting the business needs
  • Ability to exercise creative, problem-solving techniques in highly complex and hybrid Cloud environments
  • Project management skills and effectively arranging resources for day-to-day operations
  • Base level SQL skills combined with base knowledge of: Crystal Reports, HANA, cloud-based hosting, utilizing Remote Desktop and RDWeb, Microsoft Servers, Workstation and Linux Server operating systems
  • Cloud Architect certification is nice to have, but not a necessity
  • Proactive enthusiasm for fostering and maintaining new and existing client relationships.
  • Excellent written and verbal communication skills.
  • Superior people skills; team-oriented, fast learner and very personable.
We offer a competitive total rewards program including: compensation and incentive plans, training and development, paid-vacation, retirement plans, health and wellness programs and other employee benefits. Along with our extensive total rewards package, we offer exciting opportunities for global and diverse project opportunities, internal mobility, travel, and so much more. If you want to get involved in an environment where you can really make a difference and where you can apply your knowledge to achieve results and work with an award-winning global IT professional services organization; please submit an online application today. 
The Recruitment Team
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