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Cloud Technical Service Manager

2 weeks ago

Durban, South Africa Continent8 Full time

**Cloud Technical Service Manager**

We are seeking a Cloud Technical Service Manager to join our Cloud Architecture team located in Durban, South Africa. You'll be performing as a member of the cloud architect and product team supporting various initiatives

**The Role**

**As a**Cloud Technical Service Manager**you will be responsible for**:

- Regularly engaging with managed services customers ensuring satisfaction of service
- Generating and reviewing managed services reports with customers. Drives internal team projects and ensures timely delivery
- Ensuring proper documentation is delivered with each new product
- Taking the lead in creating and reviewing processes
- SME in costing, billing, and cost calculators for cloud hosted products
- Maintaining and ensuring product catalogue is updated and relevant
- Regularly reviewing and conducting reports on customer satisfaction surveys
- Introducing appropriate tools to track and regularly report status of team projects to leadership
- Following established processes and creates new ones when necessary
- AWS well architected assessments
- Managed Service Reporting
- Customer Technical Assistance (TA)
- Post Implementation / Project management and review
- BI/BA reports and analysis.
- Customer eNPS
- Efficiency/Process optimisation
- Assist with quotes, BOM and proposals ( working with Pre-sales)
- Control financial reporting and billing of cloud ( work with finance team to ensure billing is verified)
- Works with product manages update cost calculators and product commercials
- Manage AWS billing
- Manage AWS onboarding
- Manage licensing and license costs
- Product reviews
- Technical project delivery

**Knowledge, Skills, Qualifications & Experience Required**
- 3 years + Architecture
- 3- 5 years Virtualization
- Worked on large complex Cloud projects
- Excellent communication with internal teams and customers
- Technical writing and documentation
- Project management
- Market research and costing
- Vendor and customer management
- Translate customer requirements into technical solutions
- Detailed and methodical in approach
- Ability to learn new skills quickly
- Effectively prioritize multiple projects/tasks simultaneously

**Skills**:

- Adapts to change, is open to new ideas and willing to take on new responsibilities. Able to handle pressure and can effectively adjusts plans to meet changing needs/ demands
- Is an honest and dependable team player who contributes to group collaboration and consensual decision making. Builds and maintains good working relationships with others, while displaying empathy and respect for others.
- Shares information. Listens and involves others. Clearly conveys ideas in a manner that engages others and helps them understand and retain the message.
- Makes confident, timely, fact-based, decisions drawing on a broad range of resources. Is definitive and acts on decisions with a sense of calculated risk-taking.

**Training and Certifications**:

- Technical writing and documentation.
- Infrastructure Solutions Architect
- Virtualization
- AWS Solution Architect (Associate or Professional)
- Project Management

**Our Company**

Continent 8 has powered a second digital revolution - a revolution defined by intense, instantaneous, and omnipresent computing power. We have built and secured the world’s most reliable and secure edge network. Our global footprint spans every inhabited continent, and our edge network is local to over 92% of the world’s population.

We regularly fend off some of the most sophisticated attacks in the world and our security solutions are known to provide unmatched protection. We have developed specialized expertise in regulatory environments. We help protect against cyber and political risk, ensuring that our world class network delivers high availability and throughput.

Our secure edge network is globally distributed and serves the world’s most demanding industries. The gaming and financial trading industries depend on us to process billions of dollars’ worth of transactions each day. The transportation and autonomous vehicle industries depend on us to move the world’s population. The energy and utility industries depend on us to power critical infrastructure. Organizations choose Continent 8 when they simply can’t afford to lose connectivity.

We are the Infrastructure-as-a-Service provider of choice for the world’s most demanding customers.