{"id":1272758,"url":"https://alion.io/job/cloudkeeper-customer-success-assistant-manager","title":"Customer Success Assistant Manager","company":{"id":3781,"name":"CloudKeeper","domain":"cloudkeeper.com","url":"https://alion.io/company/cloudkeeper","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"staff","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Noida, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":17000,"max_usd":41000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":43},"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"Freshdesk","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-08-31T12:11:47Z","employer_posted_date":null,"last_verified_at":"2026-08-31T12:11:47Z","board_verified":false,"closed_at":null,"days_open":28,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":28},"description":"Job Responsibilities : \n\n- Provide leadership and accountability for the overall service delivery of the 24x7 L1, L2, and L3 cloud operation engineers/support team.\n\n- Manage strong client relationships and execute smooth stakeholder management.\n\n- Task allocation and tracking mechanism with a combination of ITSM and Agile tools for both service delivery and sprint completions.\n\n- Understands AWS or Azure services and should have good knowledge of cloud services like compute services, load balancing, storage, security services etc.\n\n- Should have handled or been a part of infrastructure audits like ISO, SOC, PCI, AWS audits etc.\n\n- Own the monthly or quarterly activities and performance reviews with clients and propose solutions to ensure successful and timely delivery of the projects in accordance with Service Level Agreements (SLAs).\n\n- Understand the ITSM framework and implement the ITIL best practices based on the identified gaps in processes while offering solutions to the customers as well as the internal support teams.\n\n- Strong problem-solving skills and root cause analysis understanding.\n\n- Facilitate new customer onboarding by effective collaboration with internal teams and customers.\n\n- Come up with initiatives to continuously improve service performance and reliability of the L1/L2/L3 team for enhanced customer service.\n\n- Ensure proper solutions and knowledge management best practices are followed and also integrate continual service improvement processes to continually refine and improve service desk performance.\n\n- Manage restoration of service in case of critical incidents within defined SLAs.\n\n- Good in Excel and PowerPoint presentations.\n\nMust-Have :\n\n- Minimum experience of 7 - 10 years of experience in AWS or Azure Service Delivery.\n\n- Basic understanding of Cloud Infrastructure (AWS or Azure).\n\n- Strong Written and Verbal Communication skills.\n\n- 10+ years of Experience in applying and managing IT Service Management processes preferred.\n\n- Experience with Service Management tools and systems, including service catalogs, knowledge base management, and reporting tools.\n\n- Should have knowledge of ITSM platform(s) such as ServiceNow, BMC Remedy, Freshdesk, etc and also understands the administration of ticketing platforms with respect to forms, workflows, categories etc.\n\n- Good interpersonal skills and relationship-building skills. Excellent customer service skills to be able to serve customers in a team-oriented, collaborative environment.\n\n- A proven track record of working in a similar capacity providing 24 x 7 IT Infrastructure management support to global customers.\n\nSkills\nIT Service Delivery, Cloud Operations, Cloud Services, AWS, Cloud Integration, Cloud Infrastructure, ITSM, ITIL, Agile, ISO","description_format":"text","description_chars":2768,"description_truncated":false,"requirements":{"experience_years_min":10,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Cloud Cost & Multi-Cloud Management","Cloud Consulting & Migration"],"lifecycle":[{"event":"open","at":"2026-09-26T00:07:01Z"}],"liveness":{"score":52,"band":"ok","label":"Likely open","p_open":0.85,"p_active":0.811,"p_room":0.75,"age_days":27,"expected_fill_days":39,"reasons":["seen:27","velocity","win:late"],"computed_at":"2026-09-28T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/cloudkeeper-customer-success-assistant-manager","json_url":"https://alion.io/job/cloudkeeper-customer-success-assistant-manager.json","meta":{"generated_at":"2026-09-29T04:14:08Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":3993,"day_limit":5000,"remaining_today":1007,"minute_limit":60,"resets_at":"2026-09-30T00:00:00Z"}}}