Queue Manager, CSS Cloud Migrations

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7 days old

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Working at Atlassian

Atlassian can hire people in any country where we have a legal entity. Assuming you have eligible working rights and a sufficient time zone overlap with your team, you can choose to work remotely or from an office (unless it’s necessary for your role to be performed in the office). Interviews and onboarding are conducted virtually, a part of being a distributed-first company.

Do you enjoy working with larger support teams to drive the attainment of operational goals? As a Queue Manager you will work as traffic control for the Atlassian Migration Support team. In this role, you will be responsible for monitoring, triaging, and reacting to fluctuations in ticket volume as they occur and ensure tickets are assigned to the best engineer based on support type and complexity. This role requires focus, energy, and commitment to ensure contracted SLA targets are preserved while highlighting critical customer issues needing to be assigned and prioritized. As a Queue Manager, you will work closely with operations to help monitor incoming volumes in queues, ensuring optimum SLAs are achieved to deliver consistent performance. You will also use your problem-solving skills to continuously deliver value to management team, while making a larger impact on customer response. Additionally,  you will perform the activities associated with the management of dedicated ticket queues to include prioritization of work and assignment to technical resources for resolution of end-user concerns while planned migration dates and objectives are met. A person in this role will have to have the ability to adapt and prioritize work independently in a dynamic environment. 

External Requirements

  • 3+ years of experience in a product support/contact center/command center environment
  • 2+ years previous experience in a queue manager or command center role
  • 3+ years of experience in working with Enterprise customers in SaaS environments.
  • On the first day, we’ll expect you to have:

  • Monitoring queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.
  • Monitoring queues to ensure SLAs are maintained.
  • Re-assigning the tickets which are out of scope to Migration Support Team
  • Ensuring proper assignment of tickets as well as facilitation of resource allocation based on work load
  • Coordinating tickets that cross organizational boundaries to ensure customer satisfaction
  • Preparing daily reports on Incidents/Change/Problem tickets and SLA status
  • Preparing summary report on end of day SLA attainment and results
  • Coordinating resources with teams across roles to ensure SLA targets are met
  • As a Queue Manager you will…

  • Monitor and reacts to fluctuations in ticket volume as they occur in order to ensure service levels as quickly as possible.
  • Adjust numerous real-time metrics such as Service Levels, Timeouts and response time against a matrix of defined thresholds.
  • Real-time ticket assignment based on Migration Service Level (MSL) and complexity
  • Ticket Triage for a variety of transactional and project-based requests
  • Communicate to stakeholders on performance and challenges i.e. providing direction, guidelines, performance update to hit service level goals, and making suggestions for corrections to any issues
  • Assist Workforce Management Lead with forecasting and capacity planning through insight driven feedback on monthly/quarterly discussion and graphical analysis of volumes, WHL and volume drivers
  • Establish a professional and collaborative working relationship Support engineers and Cloud Migration Managers

  • Our perks & benefits

    To support you at work and play, our perks and benefits include ample time off, an annual education budget, paid volunteer days, and so much more.

    About Atlassian

    The world’s best teams work better together with Atlassian. From medicine and space travel, to disaster response and pizza deliveries, Atlassian software products help teams all over the planet. At Atlassian, we're motivated by a common goal: to unleash the potential of every team.

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