Cloud Ops Manager (Job #6290)
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About The Position
The Manager of Cloud Managed Services will serve as a subject matter expert in IT operations, acting as a trusted advisor and authority on cloud services. This role involves leading the cloud operations team to define processes, tools, and methods that will be utilized in both private and public cloud environments, such as AWS and Azure. The manager will be responsible for developing systems that support the enterprise organization's adoption of managed cloud service offerings. In addition to leadership responsibilities, the manager will employ system analysis techniques and procedures, consulting with users to determine hardware, software, or system functional specifications. This includes making recommendations to enhance the monitoring of various cloud-based systems. The manager will ensure that robust service management frameworks are in place, achieving consistent customer satisfaction ratings and responding appropriately to customer feedback for improvement. Key responsibilities include providing input into the service delivery roadmap, interfacing with customers on support issues, and designing support and service solutions for managed service customers in line with ITIL and industry best practices. The manager will monitor the effectiveness of the team against SLA/KPIs, driving necessary changes to deliver continual service improvement. Operational procedures and practices must be well-defined, documented, and consistently applied. The manager will instill a high-performance culture within the team, focusing on teamwork, service excellence, and ownership of customer issue resolution. Additionally, the manager will mentor service operations staff and be on call to support the operations team during operational issues.
