London, UK 
6 Snow Hill, London, EC1A 2AY, UK

+442081331119

The Hague, The Netherlands 
WTC The Hague, 
Prinses Beatrixlaan 582 
2595 BM Den Haag

+31 (0) 70 240 0021

Sofia, Bulgaria 
141 Tsarigradsko Shose Blvd, VIP Security Building, Floor 2, Sofia 1784, Bulgaria

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© 2019 HeleCloud™

Cloud Managed Services Lead

Sofia, Bulgaria

Full Time

Do you want to work on the forefront of technologies? 

 

HeleCloud™ is a fast-growing technology consultancy and managed services business focused on the AWS platform. We take our clients on a complete journey into the Cloud and work closely with businesses to develop a Cloud roadmap, ensuring that their transition into the Cloud is smooth, secure, and adds value to the organisation. We don’t just stop at making technology work for our clients, we ensure that their teams also understand the Cloud as well as we do, and can make the most of it. We operate across EMEA with offices in the Netherlands, UK and Bulgaria.

 

We are looking for an experienced professional to help us establish and grow the team!

 

Responsibilities:

  • Manage a team of Cloud Support Engineers; performance management, developing talent and knowledge together with Technical trainer;

  • Staff planning, workforce management, leading, motivating and coaching, shift schedules preparation;

  • Customer Relationship Management – lead regular customer calls and review tickets to ensure service quality is at an acceptable level and work is coordinated effectively;

  • Escalation Management – resolve technical as well as customer-initiated escalations. Drive post-mortem meetings and follow-up on the actions agreed;

  • Assist in technical decisions around incident and change management, continuous improvement, technological toolset in use;

  • Take part in pre-sales discussions to ensure prospects receive a clear picture of the Managed Services System and that the scope and requirements of each project are understood before it is signed;

  • Develop the customer on-boarding process continuously together with Sales, Professional Services and Engagement Managers to ensure smooth, fast and effective transition of environments to Managed Services.

 

Education:

  • Bachelor’s degree in Computer Science, IT, Technical Writing, or equivalent professional experience.

 

Experience:

  • Between 2 and 5 years of experience in the area of Technical Support, Customer Service or Account Management;

  • Good understanding of technical support in the areas of application, infrastructure, networks, or automation;

  • Excellent communication skills with demonstrated ability to find common ground with people of different age, gender, cultural background and on various organisational levels;

  • Understands the concept of Infrastructure as Code and has Cloud Practitioner level of AWS understanding as a minimum;

  • Very good level of English - can speak freely and communicate clearly with customers and partners, using the characteristic idioms and expressions of the English language.

  • Excellent customer focus, with very good understanding of the business, successfully managing relationships with 3rd parties.

  • Excellent understanding of the ITIL framework and the DevOps methodology.

 

Why should you join our team?

  • A competitive compensation consisting of a base salary, corporate benefits, bonuses, and options;

  • Work life balance;

  • Working with pan-European and global customers and projects;

  • A culture that promotes learning, and personal development;

  • Your ideas, opinions, and decisions count: you can shape the future of the company, the business, the various industries where you are going to work;

  • You will be at the forefront of the Cloud services revolution from day one;

  • You will be given opportunities to grow career-wise in professional services, consulting, sales and business development.

  • Provide technical and business thought leadership: speaking at internal and external events, customer and partner conventions; publish whitepapers, blogs, articles in the press, etc;

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