IT Customer Services Manager

Overview

Own the technical accuracy and instructional quality of the cloud courses, labs, and projects in the catalog, keeping them working as providers change.

What you'll do

• Take learner outcome data, support signals, provider release notes, and issue reports as input and turn them into fixes, rebuilds, and retirement recommendations that ship.
• Own the technical accuracy and instructional quality of the cloud courses, labs, and projects in the catalog, including the hands-on labs taken over from the current lab leader.
• Maintain cloud content against the team's quality bar, review criteria, and style guidelines, and contribute to those standards as gaps surface.
• Prioritize what gets fixed, rebuilt, or retired across the cloud catalog using learner outcome data, support signals, and provider change as evidence.
• Triage and correct urgent content issues, including broken code, failing labs, and solutions that no longer run against current cloud services, APIs, or consoles.
• Keep cloud content current as providers change services, interfaces, and pricing, tracking deprecations and planning revisions before learners hit them.
• Review and approve content submissions from the content contributor network, and confirm accepted improvements deliver the promised outcomes.
• Give content developers and contributors feedback specific enough to act on, and apply the team's quality standards consistently across work you did not write.
• Tailor learning journeys to learner or client outcomes by sequencing existing cloud content into paths.

What you'll need

• Minimum 4 years of hands-on experience with at least one major cloud platform (AWS, Azure, or Google Cloud), including compute, networking, identity, and storage services.
• Minimum 4 years of experience in instructional design, curriculum development, or teaching technical content to adult learners, grounded in adult learning science (scaffolding, retrieval practice, cognitive load, and assessment).
• Minimum 4 years of experience authoring and testing hands-on cloud labs and projects end to end, including environment troubleshooting.
• Minimum 4 years of experience troubleshooting and repairing technical learning content, including debugging code and fixing broken environments.
• Minimum 4 years of experience with infrastructure as code and automation using Terraform, CloudFormation, Bicep, Python, or Bash.
• Minimum 4 years of experience with containers and continuous integration, such as Docker, Kubernetes, GitHub Actions, or GitLab CI.
• Minimum 2 years of experience with version control tools like Git.
• Minimum 1 year of experience with AI tooling for drafting, iteration, and QA of content.
• Professional working proficiency in written and spoken English, including copy-editing technical content against documented quality standards and style guidelines.
• Bachelor's degree or equivalent (minimum 12 years) work experience. (If Associate's Degree, must have minimum 6 years' work experience)

Details

• Location: Gurugram.