Digital (Cloud) Service Quality Manager - Evening Shift (5:30pm)

Position Summary

Digital Service Quality Manager

Key Responsibilities:

• Service Reliability:

   Implement Cloud Service Quality program components to provide an objective and measurable assessment of cloud service health, as well as to identify best practices to improve operational excellence.

• Incident Management:

   Lead post-incident analysis to continuously improve the reliability and quality of Cloud services by conducting root cause analysis, implementing corrective and preventative actions for incidents affecting service performance, and ensuring minimal service disruption during outages.

• Data Analytics and KPIs/Metrics:

  Develop, maintain, and conduct data analytics by defining and implement insightful business metrics, key performance indicators (KPIs) and dashboards using PowerBI. Monitor KPIs for service resiliency (SLA, Mean Time, Root Cause) and service delivery to inform strategic decisions and drive improvements, including analyzing operational data to enhance cloud performance.

• SLI/SLO Implementation:

   Provide expertise to assist teams in identifying and implementing effective Service Level Indicators (SLIs) and Service Level Objectives (SLOs) to align with business goals and user experience, with a focus on Cloud operational metrics.

• Collaboration:

   Collaborate and build relationships with cross-functional teams to understand and evaluate cloud service risks, providing recommendations to enhance resilience and performance.

• Continuous Improvement:

  Monitor and track progress of continuous improvement actions in both service reliability and Cloud operational practices, ensuring their effective implementation.

• Reporting:

  Participate in management meetings and provide quality related updates and insights to the management team.

• Software Quality:

  Contribute to implementing software quality program components and maintaining quality standards across our software products.

• PowerBI Maintenance:

  Support the maintenance of PowerBI visualizations and reports related to software quality metrics.

• Managed Supplier Program:

   Assist in implementing a supplier relationship program for critical cloud service providers, defining firm metrics/targets for responsiveness, root cause analysis (RCA), prevention, measuring supplier performance, and setting clear expectations for maintenance and issue resolution, including collaboration with suppliers to enhance operational reliability.

Qualifications:

• Bachelors degree in computer science, engineering, or a related field.
• Proven experience in Cloud Service reliability engineering or a similar role.
• Knowledge of Cloud platforms (e.g., AWS, Azure, GCP) and understanding of Cloud operations best practices.
• Proficiency in PowerBI, data analytics, scripting or programming.
• Familiarity with QA methodologies, such as DevOps, Scaled Agile, and CI/CD models.
• Excellent problem-solving and communication skills.

Minimum Requirements: Skills, Experience, Education, Technical/Specialized Knowledge, Certifications, Language

Education

• Bachelors degree (or similar) with a concentration in a discipline that focuses on problem-solving, data-analytics, cloud service quality, software quality, Information Systems, or equivalent experience.

Competencies

• Data-driven decision-making and visualization.
• Microsoft Office Suite: Word, PowerPoint, Excel, PowerBI.
• Use of tools for data extraction, analysis, reporting and processing.

Behavioral skills

• Collaborative team player.
• Detail-oriented.
• Comfortable with working in a remote working environment with global stakeholders.

Skills

• Excellent oral and written communication skills.
• Analytical and problem-solving skills.
• Ability to organize and prioritize, maintain attention to detail, and work under critical timeframes on multiple projects.

Preferred Qualifications

.

Education

• Bachelor’s degree (or similar) with a concentration in a discipline that focuses on problem-solving, data-analytics, cloud service quality, Information Systems, or equivalent experience.

Experience Level

• Minimum of 2 years of relevant experience, focusing on service reliability, service performance, quality management and Cloud operations.

System Experience

• Proficient in Power BI or similar data visualization tools (e.g.: Tableau, Domo)
• Experience with JIRA, SQL for data querying and analysis.
• Excel for data manipulation and reporting.
• Exposure to projects involving Machine Learning and Artificial Intelligence.
• Proficiency in programming languages related to data analytics (e.g.: Python, R) for data processing and automation.

Special Position Requirements

Schedule:

• Monday to Friday, with working hours aligned to support collaboration with cross-functional teams in various international time zones, including those in North America.

Physical Environment:

• Company office and/or home office environment, working on a computer for full days.
• Occasionally attending in-person meetings locally or internationally.

Travel:

• 5% travel domestic and/or international as needed to support the responsibilities listed for this role as projects or programs required for successful execution.

Shift Allowance- 12,000 per month