Cloud Applications Operations Manager

Support | Pune, India | INDIA

Responsibilities /Essential Duties


  • Managing the performance of the engineers per specified SLA’s both external and internal
  • Managing the availability of engineers during normal days as well as sick, vacation and holidays for worldwide clients
  • Enhancing the engineers work environment
  • Managing technical issues not only the volume but helping to get issues to resolution
  • Fill technical role to help engineers resolve issues
  • Organize training/growth opportunities for engineers
  • Learn enough about the product lines to talk to issues and provide updates internally and externally
  • Manage internal and external customer expectations on resolution of issues.
  • Work closely with other department to move tickets to resolution and better understand the challenges of the product
  • Work closely with other departments on automation and needs of the support team.
  • Installs, configures and supports Web and Application servers on Linux and Windows.
  • There is an expectation to work a on call Duty manager rotation



Education and Experience

  • Experience: 3-5 years Managing a technical support department
  • Education Level: B.E/B.Tech/M.Tech/M.Sc in Computer Science/IT preferred (or any engineering field considered) or MCA.

Knowledge, Skills or Abilities


  • 3-5 years of experience with Web, hosted or Cloud based applications
  • Change management experience
  • Expertise with JBoss, Apache, Tomcat, Mule, ActiveMQ, LifeRay, and IIS(or Similar Web or AppServers such as IBM WebSphere Application Server/Oracle WebLogic Server/IBM HTTP Server/Oracle Webserver)
  • Experience with work force management (NICE WFM, IEX, Aspect, Blue Pumpkin)
  • Experience developing SQL and/or PL/SQL scripts in Oracle and/or MS SQL and/or PostgreSQL/MySQL.
  • Strong Linux & Windows OS experience & troubleshooting skills and  at least one scripting language expertize(Ksh/Bash/Perl/Python/Ruby/Awk/Windows Scripting)
  • Experienced with commercial monitoring tools such as AppDynamics/Nagios/NewRelic/SumoLogic/Splunk( or equivalent tools DynaTrace/AviCode/CA WILY etc.,)
  • Experienced with BIGIP/F5 (or similar load balancers), Virtualization & Clustering practices.
  • Experience with open source databases
  • Experience with network protocols; TCP/IP, HTTP, NTP, DNS
  • Experience using network performance tools (e.g. MRTG/Cacti/Zabbix)
  • Experience with application debugging, performance, scalability & capacity planning expertise
  • Familiarity with standard application security compliance best practices
  • Thorough understanding of architectural elements required to support large installations such as clustering and load balancing
  • Ability to work well both independently and with other team members as well as developers
  • Ability to multi-task as required and provide rapid support in production


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