တိုင်ကြားမှု အောင်မြင်ပါသည်

Lead and supervise Support Engineers, ensuring shift coverage and workload balance. 

Monitor daily operations, ticket queues, escalations, and overall team productivity. 

Conduct daily/weekly operational reviews to uphold support standards. 

Track and report SLA performance, support metrics, and customer satisfaction trends. 

Oversee diagnosis and troubleshooting of cloud service issues, including compute, storage, networking, identity, and service access. 

Manage escalated incidents and coordinate with cross team leads for faster resolution. 

Review and approve Root Cause Analysis (RCA) for major incidents prior to customer delivery.  

Ensure proactive and timely communication with customers during outages.  

Maintain and enforce standard operating procedures (SOPs), knowledge base documents, and escalation workflows. 

Identify recurring issues and drive long-term fixes with the cross team leads. 

Contribute to continuous improvement initiatives, including automation, monitoring enhancement, and ticket quality. 

Work closely with cross team leads to support customer lifecycle needs. 

Provide input on service reliability, product improvements, and incident trends. 

Participate in change management and new service rollout readiness. 

Bachelor’s degree in Information Technology, Computer Science, Computer Engineering, Electronics & Communication, or related discipline. 

Master’s degree in IT/Business or relevant postgraduate qualifications is an advantage (not mandatory). 

Minimum 4–6 years of experience in technical support, NOC/SOC operations, cloud support, or systems/network administration. 
 

Minimum 2 years in a team lead / supervisor / shift lead role handling customer tickets, incidents, or 24×7 operations. 
 

Prior experience in a service provider, ISP, data center, or managed services environment is strongly preferred.