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

Real Time Data Services

New Jobs

Senior Manager –Delivery & Support