Cloud Operations Manager

Atmosera

3d • Remote

About The Position

Atmosera is hiring a Cloud Operations Manager to lead one of two peer functions in its Client Operations organization: the Technician team, which handles initial client support and ticket management, or the Administrator/Engineer team, which handles advanced administration, engineering, and escalated technical work. The manager owns the assigned team's performance, development, service quality, and continuous improvement, while partnering with the peer Client Operations manager to support a connected operating model and seamless client experience.

The role includes coaching and developing employees; hiring, onboarding, workforce planning, capacity management, and 24x7 coverage; and overseeing ticket health, workload, escalations, and incident, problem, and change practices. The manager uses service data, automation, and AI to improve quality, efficiency, and scalability; maintains operating procedures, technical documentation, and client-specific runbooks; and ensures employees are trained and appropriately authorized for their work. The position partners with Client Success, Professional Services, Security Operations, Compliance, and other stakeholders to support client environments and service transitions.

The manager also coordinates operational priorities, major incident response, cross-team improvements, and temporary leadership coverage with peer Client Operations leaders. Success means building a capable, accountable, client-focused team, developing future leaders, strengthening operational discipline, and delivering measurable improvements in service performance and client experience.

This is a full-time position in the United States, with the ability to work from home or from a US office if local.

Requirements

• Five or more years of experience in cloud operations, infrastructure operations, managed services, technical support, engineering, or service delivery, including at least three years directly managing technical teams.
• Experience leading a technical support, service delivery, engineering, operations, or managed services team in a fast-paced environment.
• Strong working knowledge of Microsoft Azure infrastructure and cloud operations, with technical depth and troubleshooting expertise sufficient to guide a Technician or Administrator/Engineer team and earn credibility with technical employees and stakeholders.
• Demonstrated ability to hire, onboard, coach, evaluate, and develop employees; establish expectations and development plans; and support career progression and certification attainment.
• Experience owning service delivery for an assigned team in a 24x7 environment, including workforce and capacity planning, schedules, shift and on-call coverage, ticket health, workload management, and service quality.
• Ability to ensure work is prioritized, routed, documented, escalated, and resolved in line with service commitments.
• Ability to lead or support major incidents; enforce incident, problem, and change practices; maintain escalation paths, procedures, technical documentation, and client-specific runbooks; and ensure employees are trained and authorized for regulated work.
• Sound judgment to balance urgency, quality, operational risk, coverage, and client communication under pressure.
• Ability to pass a federal background check for Public Trust Fitness.
• Clear, calm, effective written and verbal communication skills, including professional and timely communication during incidents, escalations, operational reviews, and service transitions.
• Ability to report KPIs, service performance, emerging risks, incident summaries, improvement priorities, and recommended actions to individual contributors, technical contacts, client executives, and internal leadership.
• Experience partnering across operational teams and support functions to coordinate staffing, priorities, escalations, major incidents, service transitions, and continuous improvement.
• Ability to collaborate with peer Client Operations leaders while retaining clear ownership of the assigned team, and to work with Client Success, Professional Services, Security Operations, Security, and Compliance.
• Ability to support audits, evidence collection, and remediation, and provide temporary leadership coverage for business continuity situations.
• Ability to use service and workforce data to identify trends, root causes, resource needs, and operational risks, then implement durable solutions that reduce repeat incidents and improve client experience.
• Experience owning and reporting relevant KPIs such as SLA attainment, response and resolution time, escalation rate, backlog, ticket aging, change success rate, service quality, automation adoption, and client satisfaction.
• Demonstrated ability to improve processes, tooling, training, monitoring, documentation, automation, or AI-assisted workflows while coordinating cross-team changes to avoid unintended downstream impacts.

Nice To Haves

• Experience working for a managed services provider, ideally a Microsoft Azure Expert MSP.
• Microsoft certifications such as Azure Administrator Associate (AZ-104), Azure Solutions Architect Expert (AZ-305), or other relevant Azure certifications.
• ITIL 4 Foundation or an advanced ITIL certification.
• Experience with Azure Lighthouse, Azure Monitor, Azure Arc, Azure Policy, Azure Automation, PowerShell, monitoring and alert tuning, AIOps, or Copilot-enabled workflows.
• Experience supporting FedRAMP, HIPAA, HITRUST, IRS-1075, or comparable regulated environments, including audit support and secure operating practices.
• Experience leading teams distributed across multiple time zones or countries.
• Knowledge of IT security practices and secure cloud operations.
• Experience with a ticketing or IT service management platform such as Zendesk or ServiceNow.

Responsibilities

• Lead either the Technician team responsible for initial client support and ticket management or the Administrator/Engineer team responsible for advanced administration, engineering, and escalated technical work.
• Own the assigned team's performance, employee development, service quality, and continuous improvement.
• Coach, hire, onboard, evaluate, and develop employees; establish expectations and development plans; and support career progression and certification attainment.
• Plan workforce capacity, schedules, shifts, on-call coverage, and 24x7 service coverage.
• Oversee ticket health, workload, prioritization, routing, documentation, escalations, and resolution in line with service commitments.
• Lead or support major incidents and enforce incident, problem, and change management practices.
• Maintain escalation paths, operating procedures, technical documentation, and client-specific runbooks.
• Ensure employees are trained, appropriately eligible and authorized, and assigned appropriately for regulated work.
• Use service and workforce data to report KPIs, identify trends, root causes, resource needs, and operational risks, and implement durable improvements.
• Improve service quality, efficiency, and scalability through process and tooling improvements, monitoring, documentation, automation, and AI-assisted workflows.
• Partner with the peer Client Operations manager and other leaders to coordinate operational priorities, staffing, major incidents, cross-team improvements, and business continuity coverage.
• Collaborate with Client Success, Professional Services, Security Operations, Security, Compliance, and other stakeholders on client environments, service transitions, audits, evidence collection, and remediation.
• Communicate service performance, risks, incident summaries, improvement priorities, and recommended actions to employees, technical contacts, client executives, and internal leadership.
• Support temporary leadership coverage during vacations, leaves, on-call rotations, major incidents, and other business continuity situations.
• Build a high-performing, accountable, client-focused team; develop future leaders; and improve client satisfaction and operational effectiveness.

Benefits

• Competitive salaries commensurate with experience and skills.
• 401(k) plan with a 100% company match on employee contributions up to 4% of salary.
• Performance-based compensation program with bonus potential in addition to base salary.
• 100% employer-paid health, vision, and dental insurance premiums for employees.
• Company-paid life, accidental death and dismemberment, short-term disability, and long-term disability insurance.
• Three weeks of paid time off, usable for vacation, personal time, or sick leave.
• 11 paid holidays.
• Paid community service leave.
• Employee recognition and reward program.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed