IT Customer Services Manager

Accountabilities:

Cloud Content Quality and Maintenance
Own the technical accuracy, instructional quality, and continuous maintenance of cloud-related courses, hands-on labs, and projects across the learning catalogue.
Ensure all learning materials meet established quality standards, review criteria, and editorial guidelines, while contributing to the continuous improvement of these standards.
Review the overall cloud content catalogue and determine which resources should be maintained, updated, rebuilt, or retired.
Monitor changes across major cloud platforms, including service updates, interface modifications, pricing changes, and technology deprecations.
Proactively plan and implement content revisions to ensure learning materials remain aligned with current cloud services, APIs, and consoles.
Technical Troubleshooting and Lab Management
Investigate and resolve urgent technical content issues, including broken code, failing hands-on labs, and outdated solutions that no longer function correctly.
Maintain and improve cloud lab environments, ensuring that practical exercises and technical projects deliver reliable learning experiences.
Diagnose infrastructure and environment-related problems, identifying whether issues originate from learner configurations, content defects, or cloud provider changes.
Take ownership of existing hands-on cloud labs and ensure their ongoing reliability, functionality, and technical relevance.
Apply infrastructure automation and testing practices to improve the consistency and maintainability of cloud learning environments.
Performance Analysis and Continuous Improvement
Analyse learner outcome data, customer feedback, technical support requests, and cloud provider release notes to identify content improvement opportunities.
Prioritise maintenance and development initiatives based on their potential impact on learner success and overall content quality.
Identify recurring learner difficulties and technical issues, implementing proactive improvements to reduce friction and improve learning outcomes.
Evaluate the effectiveness of existing courses, labs, and projects to ensure they continue to meet their intended educational objectives.
Content Review and Stakeholder Collaboration
Review and approve content submissions from the contributor network, ensuring that proposed improvements meet technical and instructional requirements.
Provide clear, constructive, and actionable feedback to content developers and contributors.
Apply quality standards consistently across all content, including materials developed by other contributors.
Collaborate with relevant stakeholders to align learning content with learner needs and business objectives.
Structure and customise learning journeys by combining existing cloud content into pathways aligned with specific learner or client goals.
Requirements:
Cloud Computing and Technical Expertise
At least 4 years of hands-on experience with one or more major cloud platforms, including Amazon Web Services (AWS), Microsoft Azure, or Google Cloud Platform (GCP).
Strong understanding of core cloud infrastructure services, particularly compute, networking, identity and access management, and storage.
At least 4 years of experience designing, developing, and testing hands-on cloud labs and technical projects from initial setup through final validation.
At least 4 years of experience troubleshooting and maintaining technical learning content, including debugging code and resolving broken development or cloud environments.
At least 4 years of experience with Infrastructure as Code (IaC) and automation tools such as Terraform, AWS CloudFormation, Azure Bicep, Python, or Bash.
At least 4 years of experience working with containerisation and continuous integration technologies, including Docker, Kubernetes, GitHub Actions, or GitLab CI.
At least 2 years of experience using version control systems and tools such as Git.
At least 1 year of experience using AI-powered tools to support content drafting, iteration, review, and quality assurance.
Instructional Design and Educational Experience
At least 4 years of professional experience in instructional design, curriculum development, or teaching technical subjects to adult learners.
Strong understanding of adult learning principles and instructional methodologies, including scaffolding, retrieval practice, cognitive load management, and assessment design.
Proven ability to develop structured, engaging, and effective technical learning experiences.
Experience authoring, reviewing, and validating practical technical exercises and educational projects.
Ability to translate complex cloud computing concepts into accessible learning materials that support different levels of technical proficiency.
Strong understanding of educational quality standards and the ability to assess whether learning materials achieve their intended outcomes.
Communication and Quality Management
Professional working proficiency in written and spoken English.
Excellent technical writing and copy-editing skills, with the ability to review educational content against documented quality standards and style guidelines.
Strong analytical and problem-solving capabilities, particularly when diagnosing technical issues and identifying content improvement opportunities.
Excellent attention to detail and a structured approach to quality assurance.
Ability to provide constructive feedback and guide content contributors towards consistent quality expectations.
Strong organisational and prioritisation skills, with the ability to manage multiple content maintenance and improvement initiatives independently.
A proactive, adaptable, and continuous-improvement mindset, particularly in a technology environment where cloud platforms evolve rapidly.
Education
Bachelor's degree or equivalent professional experience, with a minimum of 12 years of combined education and work experience, as specified in the original qualification criteria.
Candidates holding an Associate's degree must have at least 6 years of professional work experience.
Benefits:
Remote working: Fully remote working arrangement based in India, offering flexibility in your work environment.
Technology exposure: Opportunities to work with leading cloud platforms, including AWS, Azure, and Google Cloud.
Professional development: Continuous exposure to emerging cloud technologies, infrastructure automation, and modern educational methodologies.
Technical leadership: Opportunity to take ownership of a cloud learning catalogue and influence technical and instructional quality standards.
Meaningful impact: Contribute to developing high-quality learning experiences that help individuals and organisations build essential cloud computing skills.
Cross-functional collaboration: Work with content developers, technical specialists, and other stakeholders in a collaborative environment.
Continuous learning: Opportunities to expand expertise across cloud infrastructure, DevOps, automation, and instructional design.
Career growth: Develop your professional experience at the intersection of cloud engineering, technical education, and content architecture.
Innovation-driven environment: Contribute to improving learning solutions through modern technologies, AI-powered tools, and data-driven quality management.