Cloud Support Supervisor - RapidScale

Company: Cox Communications, Inc. Job Family Group: Engineering / Product Development Job Profile: Supervisor, Cloud Engineering Management Level: Supervisor Travel %: Yes, 5% of the time Work Shift: Night (United States of America) Job Description: Supervisors are paired with experienced managers serve as an initial line of defense for many key tactical elements within the Client Services Department. For the interested candidate, the Supervisor role can be an opening role for a career in people leadership. A successful candidate can sift through available data to find the right answer, possesses attention to detail, and can prioritize competing requests. At RapidScale, Client Services comprises more than outages and incidents: team members serve as trusted partners to our client base and implement best-in-breed lifecycle management practices to ensure an excellent experience. Primary Responsibilities and Essential Functions Data Analysis Daily, review at least 15 cases from your team’s queue to verify team’s approach to resolution, find opportunities to celebrate great work, and drive early intervention when appropriate. Monthly, prepare a “month in review” analysis of your function, including trendspotting within your caseload, star performances, CSAT analysis, and additional items as requested by managements. As needed, prepare operational data for a portfolio of priority clients Management Activities Weekly, host 1:1 conversation with your assigned team members to help solve problems and encourage professional growth. Validate and submit payroll for assigned team members. Create first drafts of on-call, daily, and holiday staffing for your assigned product silo. Daily, serve as a primary point of contact for your team’s escalated issues. Customer Success As needed, participate in root cause analysis calls with customer contacts As needed, lead incident response protocols and/or troubleshooting investigation As needed, partner with other business stakeholders to answer questions about your client portfolio and/or facilitate escalation requests. Daily, manage the inbound queue to ensure that cases meet SLO timing and move smoothly through assignment. Qualifications Minimum: High School Diploma/GED and 5 years’ experience in a related field. The right candidate could also have a different combination, such as a bachelor’s degree in a related discipline and 3 years’ experience in a related field; a master's degree and 1 year of experience; or a Ph.D. and up to 1 year of experience Must be willing to work night shift Experience with customer-facing support desk A high degree of comfort with technical troubleshooting and an ability to learn new concepts quickly. Ability to understand and successfully answer data-based business questions About Us: Cox Communications is all about creating moments of real human connection; and for employees, that’s true both in the workplace and in the problems we solve for customers. From building advertising solutions to unleashing IoT technologies to creating an exceptional experience for customers in our retail locations and online, we’re creating a world that is smarter and more connected. Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page. Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship. Cox brings together the world’s greatest minds to help breathe life into new possibilities – and drive innovation for a better future. That’s why we look for individuals who share our pioneering spirit, have imaginative ideas and are fearless when it comes to tackling the world’s biggest challenges. Our people love technology – and they love making a difference. They have a passion for finding new solutions and working with brilliant colleagues. Every day they dedicate themselves to a huge range of exciting projects, contributing to the Cox vision around the globe. From engineering new sustainability solutions that conserve water and energy to creating the infrastructure for the smart cities of tomorrow, there’s no challenge too great for our pioneers. And there’s no shortage of opportunities for you to make a difference. Come and experience the dynamic, collaborative and creative environments where your ideas are welcome and new discoveries are waiting. To help you grow to your full potential, we strive to support our employees in their career aspirations and promote the freedom to explore new horizons.