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Metro location, generalist service-desk title, and broad cloud/CCaaS requirements drive high competition.
Cloud platforms plus CCaaS and service-desk leadership make skills moderately transferable across industries.
No explicit years but multiple mandatory cloud, CCaaS, incident/change management and managerial skills.
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Manage and lead a technical team supporting Azure, Google VDI platforms, and Genesys Cloud ACD/Routing platform integrations.
Oversee daily team operations, scheduling, performance management, training improvements, and continuous process enhancements.
Act as SME to coach and train the team while ensuring incident and change management for P1/Sev1 technology issues.
Hands-on experience with Azure, Google Cloud Platform (GCP), and AWS.
Experience in VDI environments with strong troubleshooting and remote desktop support skills.
Must be willing to work in a 24/7 shift environment including night shifts aligned with US hours and work from office in Gurgaon.
Work Experience Required: Not explicitly mentioned in the JD.
Experienced in client/customer and people management in technical support teams handling cloud and telephony platforms.
Capable of managing performance metrics, training programs, and team scheduling in high-pressure, 24/7 operational settings.
Strong knowledge in incident and change management with demonstrated ability to act as SME and coach technical and soft skills.