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.
❖ 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
