Cloud Support Analyst

3 weeks ago

Old Toronto, Canada Zafin and Fasken Martineau DuMoulin LLP Full time

What is the opportunity?

Reporting to theDirector, Cloud Service Operations, the Cloud Service Delivery Specialist plays a vital role in creating long-term excellence in service provision and client relationships, acting as the bridge between the client, our operational delivery teams and Cloud Services teams through the onboarding/implementation cycle and the full operational lifecycle. The Cloud Service Delivery Specialist position will contribute to the overall delivery of Cloud Environments and Support Services to ensure a world class customer experience.

As a member of the Cloud Service Delivery team, you will be responsible for the day-to-day service commitments, oversee support needs of the assigned Client Onboarding and Project teams, service level performance, and proactive management of impacting issues within your assigned Zafin client portfolio.

The Service Delivery Specialist role provides insight to the business on the health of the Infrastructure and Application environments and is responsible for the effective oversight of service delivery related activities. The role will manage and maintain a consistent level of service and best practices to achieve adherence to client Service Level Agreements and will help to establish a customer-centric culture throughout the Cloud teams.

Mode of Work : Hybrid

What will you do?

  • Develop and nurture relationships and continue to build trusted relationships with assigned business facing functions outside of the Cloud organization via regular meetings and timely, qualitative communication
  • Manage internal customer, business and technology expectations in order to communicate to clients as required and ensure swift restoration of service
  • Respond to, assess and action assigned Client escalations in a timely manner. Follow up on post incident root cause and drive for resolution to ensure mitigation and remediation actions are deployed as required
  • Provide regular Product and environment health and availability reports and establish, manage and leverage relationships in order to facilitate emergency maintenance and /or changes that require client testing/communication/changes
  • Improve internal Customer experience by ensuring high quality services are provided to Clients with a focus on service quality, customer satisfaction, and productivity
  • Operationalize assigned Client risk register including tracking and governance
  • Continually look at ways to improve the overall customer experience
  • Work with other ITSM process areas to ensure processes and workflows align with business requirements
  • Perform trend analysis on incidents and generate regular reports to identify trends for process improvement
  • Performance will be measured against such KPIs as completion of regular Service Reviews with business, project risk detection and remediation through effective Transition-to-operations assessment and timely communication of major incident to the business

What do Ineed to succeed?

Must have:

  • Degree in related field or relevant experience
  • Demonstrated understanding of ITIL methodologies, ITIL v3 or v4 - Certification desirable
  • Strong knowledge of Service Management operations including a strong knowledge of Cloud (Azure) best practices, industry trends and customer service
  • Knowledge and use of Jira /Confluence and Zendesk as CRM tools
  • Strong data mindset and reporting skills, with experience in understanding PowerBI dashboards
  • Strong knowledge of the Incident Management, Major Incident & Communication Processes
  • Demonstrated evidence of influencing positive change within a Service Management environment
  • An ability to handle conflict/difficult situations in a fast-paced dynamic environment
  • Demonstrated ability to manage and develop key relationships, especially across business lines, technical teams, and customers
  • Demonstrated leadership and coordination skills combined with the ability to create and maintain a sense of urgency across all resolver groups, and to drive and resolve incidents
  • Strong problem-solving capabilities
  • Demonstrated strong commitment to customer service
  • Proven ability to summarize complex issues into concise business summaries for both technical and non-technical stakeholders and senior management is crucial
  • Available for occasional escalations outside of business hours or weekends
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