Cloud Operations Manager

Atmosera • Portland, OR

188d • $115,000 - $140,000 • Remote

About The Position

As a Cloud Operations Manager at Atmosera, you will play a pivotal role in ensuring our clients receive unparalleled support and service. If fanatical client support is what drives you, then this is the role for you. You will lead and inspire a team of skilled support technicians and administrators operating in a 24x7x52 support model, fostering a culture of collaboration, accountability, and continuous improvement. Your passion for technology and dedication to client success will be instrumental in maintaining Atmosera's reputation as a trusted partner.

Requirements

• 5+ years of experience leading technical support teams, preferably in a cloud environment.
• Solid working knowledge of Azure. How to manage and maintain it.
• Experience with incident, problem, and change management processes.
• Familiarity with ITIL best practices and service management frameworks.
• Excellent communication, interpersonal, and leadership skills.
• Passion for client service and commitment to exceeding expectations.
• Ability to pass a federal background check for Public Trust Fitness.

Nice To Haves

• Relevant industry certifications (e.g., ITIL, Azure Administrator).
• Knowledge of IT security best practices.

Responsibilities

• Lead and manage a high-performing team of support technicians, administrators and engineers, fostering a culture of ownership, accountability, and operational excellence in a 24/7/52 ITIL based support model.
• Cultivate a group culture of helpfulness, support, and collaboration which has client outcomes in mind.
• Oversee all aspects of the cloud support team's operations, including daily task management, performance monitoring, incident resolution, service requests, and professional development.
• Lead troubleshooting and incident management efforts, both from a technical and/or procedural perspective, ensuring adherence to incident, problem, and change management processes, and escalate issues to other teams when necessary.
• Develop, maintain, and train on documentation for standard operating procedures, best practices, and client-specific runbooks.
• Collaborate effectively with cross-functional teams to communicate needs, share feedback, and ensure alignment on ongoing projects and upcoming events.
• Analyze support data to identify trends, implement process improvements, and reduce incident rates.
• Ensure compliance with industry compliance standards such as FedRAMP, HIPAA, HiTRUST, IRS-1075, and others.
• Champion operational initiatives and drive process improvements.

Benefits

• Competitive Salary: We offer competitive salaries commensurate with experience and skills.
• Generous 401(k) Plan: Secure your financial future with our generous 401(k) plan, featuring a 100% company match on your contributions up to 4% of your salary.
• Performance-Based Compensation: Your hard work and dedication will be recognized and rewarded through our performance-based compensation program, which includes bonus potential in addition to your base salary.
• 100% Employer-Paid Health, Vision, and Dental Insurance for employees.
• Company-Paid Life, AD&D, Short and Long-Term Disability Insurance.
• Generous Paid Time Off (PTO): Enjoy a healthy work-life balance with three weeks of paid time off.
• 11 Paid Holidays: We observe 11 paid holidays throughout the year.
• Community Service Leave: We offer paid time off for you to volunteer with organizations that are meaningful to you.
• Employee Recognition and Reward Program.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services
• Number of Employees: 51-100 employees