Cloud Support Analyst

Job Summary

A company is looking for a Cloud Support Analyst to oversee performance and customer service excellence within the Managed Services support team.

Key Responsibilities

• Act as the primary point of contact for the Cloud Team, ensuring effective communication and timely resolution of support tickets
• Develop and analyze Key Performance Indicators (KPIs) to monitor team performance and prepare monthly reports for stakeholders
• Design and maintain documentation for processes and manage a centralized knowledge base for operational guidelines

Required Qualifications

• Associate's degree in Information Technology, Business Management, or a related field (Bachelor's degree preferred)
• 5+ years of experience in cloud operations or technical support, with 2+ years in a leadership role preferred
• Proven experience in creating and analyzing metrics and optimizing processes
• Strong proficiency in Microsoft Office, data analysis tools, and cloud platforms
• Familiarity with process improvement methodologies and knowledge management systems