Job Description

#LI-GM

Job Title: Bilingual - Japanese/Korean Cloud Support Team Lead (Network Specialization)

Client & Project Overview:

We are seeking a Cloud Support Team Lead to join our dynamic team supporting the Google Workspace Support project for our client. The Team Lead will be responsible for overseeing the operational support of cloud environments, ensuring the team meets performance expectations, and driving continuous improvement.

Key Responsibilities:

Team Management & Leadership:

• Provide operational leadership to a team of cloud support engineers, ensuring day-to-day operations run smoothly.

• Manage team capacity, risks, issues, and governance, ensuring adherence to service level agreements (SLAs).

• Act as the primary escalation point for technical issues and customer concerns, working closely with cross-functional teams to resolve complex challenges.

• Drive employee engagement and satisfaction, fostering a collaborative and high-performing work environment.

• Identify and implement continuous improvement initiatives, focusing on efficiency, quality, and knowledge sharing within the team.

Cloud Compute & Operational Oversight:

• Provide expertise and leadership in cloud compute engine operations, with a strong focus on Linux/Unix environments.

• Oversee the introduction, transition, or decommissioning of applications within the cloud infrastructure.

• Ensure proactive monitoring, troubleshooting, and resolution of incidents to minimize downtime and impact on business operations.

• Collaborate with stakeholders to ensure proper resource allocation, cost optimization, and scalability of cloud solutions.

• Work closely with cloud architects and developers to ensure best practices in cloud deployment, security, and compliance.

Governance & Reporting:

• Develop and maintain operational dashboards to track key performance indicators (KPIs) and report progress to senior leadership.

• Provide regular updates on team performance, project milestones, and potential risks, offering strategic recommendations for improvement.

• Ensure compliance with organizational policies, regulatory requirements, and security standards.

Stakeholder Engagement:

• Act as the liaison between internal teams and external clients, ensuring alignment of business objectives and technical capabilities.

• Build strong relationships with cross-functional teams, fostering a collaborative approach to problem-solving and decision-making.

• Work closely with other technology partners to stay informed of emerging cloud technologies and solutions.

Job Requirements

Required Qualifications:

Education:

• Bachelor's degree in Engineering (Computer Science preferred).

• Minimum of 10+ years of professional experience, with at least 8 years in support operations management roles in cloud technologies.

Experience:

• Proven track record in leading and managing technical support teams, ideally in a cloud-based environment.

• Experience working in a fast-paced, multilingual support environment, handling technical escalations and service delivery improvements.

• Strong background in cloud compute engine concepts, including Linux/Unix-based cloud operations.

• Hands-on experience with cloud platforms such as Google Cloud Platform (GCP), AWS, or Azure.

Technical Skills:

Operating Systems & Cloud Compute:

• Linux/Unix command-line tools (cp, cat, mv, cd, pwd, grep, vi, ls, chmod, nano, sudo, ping, ssh, netstat, curl, ifconfig, touch) – Intermediate

• Editors (nano, vim, etc.) – Intermediate

• Linux/Unix directories, access scopes, partitioning, virtualization, boot process – Intermediate

  • Cloud Troubleshooting & Operations:

• Linux troubleshooting, logging, and monitoring – Intermediate

• File system and device management – Intermediate

• Linux networking and package management – Intermediate

  • Governance & Reporting:

• Incident, problem, and change management processes in a cloud environment

• Service reporting and dashboarding tools

•            Soft Skills:

• Excellent leadership and people management skills, with the ability to motivate and develop teams.

• Strong problem-solving abilities and the capacity to make critical decisions under pressure.

• Effective communication skills, with fluency in English and Japanese/Korean (mandatory).

• Strong organizational and multitasking abilities to manage multiple initiatives simultaneously.

Preferred Skills:

• Cloud certification such as Google Cloud Professional Cloud Engineer or equivalent certifications.

• Experience with ITIL framework and best practices in IT service management.

• Familiarity with automation tools and processes for cloud operations.

• Exposure to Agile and DevOps methodologies.