Senior Manager –Delivery & Support

Job Responsibilities

• Own end-to-end delivery of customer support across all cloud platform services.
• Ensure all tickets, incidents, and service requests are resolved within defined SLA timelines.
• Define and enforce SLA frameworks (response time, resolution time, uptime, communication cadence).
• Monitor SLA performance with real-time tracking, alerts, and proactive escalation.
• Manage customer escalations through structured L1 → L2 → L3 → Engineering flow.
• Design and implement tiered support models (Basic, Standard, Business, Enterprise).
• Define support plans including SLAs, pricing, channels, and entitlements.
• Establish and manage L1, L2, L3 support structure with clear roles and escalation criteria.
• Drive Technical Account Manager (TAM) program for enterprise customers.
• Develop team upskilling roadmap and specialized support groups (Compute, Kubernetes, DB, Networking, etc.).
• Build certification programs, training modules, and onboarding bootcamps.
• Create SME (Subject Matter Expert) pods and knowledge ownership structure.
• Implement ITSM framework (Incident, Problem, Change, Knowledge Management).
• Manage ITSM tools (ServiceNow, Jira, Zendesk, etc.) and workflows.
• Ensure knowledge base creation for every resolved issue.
• Conduct incident reviews (RCA) and problem management for recurring issues.
• Govern complete ticket lifecycle (creation to closure with quality checks).
• Track ticket aging, SLA risks, backlog, and resolution quality metrics.
• Conduct regular ticket reviews and ensure no unresolved gaps.
• Manage call center operations including ACD, IVR, and multi-channel support.
• Maintain call quality standards (ASA, abandonment rate, resolution rates).
• Implement call monitoring, recording, and quality frameworks.
• Define and track KPIs: CSAT, NPS, MTTR, FCR, SLA adherence, etc.
• Build dashboards and reporting systems for performance tracking.
• Implement Voice of Customer (VoC) and continuous improvement programs.
• Collaborate with cross-functional teams (Engineering, DevOps, Security, Product).
• Lead war rooms for critical incidents and ensure timely resolution & RCA.
• Drive product feedback loop with customer pain points.
• Manage onboarding support, proactive monitoring, and enterprise customer experience.
• Ensure readiness for new product launches and support processes.
• Oversee billing support, partner support, and community engagement initiatives.

Required Skills

• Strong expertise in cloud support operations (IaaS/PaaS/SaaS)
• Deep understanding of SLA management & escalation frameworks
• Experience in tiered support models (L1/L2/L3)
• Strong knowledge of ITIL & ITSM processes
• Hands-on experience with ITSM tools (ServiceNow, Jira, Zendesk, Freshservice)
• Solid understanding of cloud technologies (VMs, Kubernetes, DBs, Networking, Storage)
• Experience in multi-channel support (phone, chat, email, portal)
• Strong analytical skills with focus on KPIs, dashboards, and reporting
• Experience in incident management, RCA, and problem management
• Ability to manage call center operations & quality frameworks
• Proven ability in team leadership, training, and upskilling programs
• Strong cross-functional collaboration & stakeholder management
• Excellent communication and escalation handling skills
• Knowledge of monitoring tools (Grafana, Prometheus, Datadog, ELK, etc.)
• Familiarity with AI-driven support automation & chatbots
• Understanding of security, compliance (SOC2, ISO 27001)

Qualifications

• Bachelor's degree in Computer Science / IT / Engineering or related field
• MBA or Master's degree (preferred)
• 10–15+ years of experience in technical support / IT service management
• Minimum 5+ years in leadership role managing large support teams
• Experience in cloud / SaaS / infrastructure support environments
• Prior exposure to public cloud platforms (AWS, Azure, GCP, etc.) preferred

ABOUT RTDS

Founded in 2010, Real Time Data Services (RTDS) is a group of companies excelling in global information technology,

specializing in Cloud Computing. We empower businesses worldwide with technologically advanced solutions that

streamline operations and enhance efficiency. Being a market leader, we've catered to 10,000+ clients across the globe,

consistently guaranteeing exceptional services.

Our continuous innovation-led services include -

• Managed Cloud Hosting Services
• AWS Cloud Services
• Public Cloud Solutions
• Cybersecurity Solutions

OUR MISSION

To become the forefront of Tech Global Leaders in Cloud Computing by striving towards excellence in our robust products & services, providing a competitive edge to our customers.

OUR VISION

Our vision is to achieve excellence through continuous improvement, innovation, and integrity, driven by a results-oriented and collaborative approach.

OUR BRANDS

AceCloud: AceCloud is a leading provider of high-performance, affordable cloud solutions for SMBs and enterprises. Its comprehensive suite of services includes:

❖ Public Cloud

❖ Private Cloud

❖ Cloud GPUs

❖ Kubernetes

❖ Infrastructure as a Service (IaaS)

❖ AWS Services

Ace Cloud is working closely with AWS for the SMB and Startup verticals PAN India. We specialize in Cloud Assessment, AWS Migration, Application & Database Modernization as well as Data Analytic, Machine Learning and AI. With a strong emphasis on innovation and customer satisfaction, Ace Cloud offers single-click deployment and 24/7 human support to ensure seamless operations for its clients. Learn More: https://acecloud.ai/

Ace Cloud Hosting: Headquartered in Florida, USA, Ace Cloud Hosting is a leader in managed hosting with over 15 years of expertise in cloudbased technologies. Its services include:

❖ Accounting/Tax Application Hosting,

❖ Managed Security Services

❖ Managed IT Services and

❖ Hosted Virtual Desktop Solutions

Learn More: https://www.acecloudhosting.com/

KEY HIGHLIGHTS

• Industry Experience: 15+ years in the industry serving over 8,000 clients globally with a team of 600+ employees
• Data Center Partners: 10+ data center partners located across the USA, UK, and India
• Strategic Partnerships:

❖ Microsoft Direct Partner under the CSP Program.

❖ Intuit Authorized Commercial Hosting Provider.

❖ AWS Advanced Consulting Partner with Storage & SMB Competencies

❖ VMware Enterprise Partner for Infrastructure & Desktop Virtualization solutions

• Accreditations and Memberships:

❖ ISO/IEC 27001:2022 Certified

❖ Registered with NASSCOM

❖ Member of the Internet Telephony Services Providers Association in the UK.

• Awards and Recognitions:

❖ Customer Service Department of the Year Stevie Award (2024)

❖ CPA Practice Advisor Readers Choice Awards (2023)

❖ VMware Accelerating Cloud Provider Partner Award (2020)

❖ K2 Quality Award for Customer Satisfaction (2019)

❖ Great User Experience Award by FinancesOnline (2018)

❖ User Favourite Award by Accountex USA (2016)

CONTACT INFORMATION

Website: https://www.myrealdata.in