Manager, Cloud Services
About The Position
The Manager, Cloud Services is responsible for overseeing the day-to-day operations of the Cloud Services team, including Cloud Services Technicians and Cloud Services Systems Administrators. This role ensures the stability, performance, and scalability of customer environments hosted within Cloud Services. The Manager, Cloud Services serves as a technical leader and operational coordinator, driving efficiency, improving processes, and ensuring a high level of customer satisfaction. The Manager, Cloud Services should have strong knowledge of cloud infrastructure, system administration, monitoring, networking, and customer support processes in an enterprise environment. This role will also be responsible for team development, workload management, and coordination with internal and external stakeholders.
Requirements
- Strong knowledge of cloud infrastructure, virtualization, networking, and system administration
- Understanding of backup, disaster recovery, and system monitoring practices
- Experience with enterprise environments supporting multiple customer systems
- Strong leadership and team management skills
- Excellent communication and collaboration skills
- Ability to manage multiple priorities and respond effectively under pressure
- Strong problem-solving and analytical skills
- Bachelor’s degree with 3+ years of management experience of a technical team; or an Associate’s degree with 5+ years of management experience of a technical team; or any combination of applicable education, experience, or certifications.
- Knowledgeable of software productivity and Windows server experience, vCenter/VMWare, backup technologies, and system monitoring software.
Nice To Haves
- Experience with virtualization platforms such as VMware is a plus
- Experience with SQL databases is a plus
Responsibilities
- Oversee daily operations of the Cloud Services team, including Technicians and Systems Administrators.
- Manage workload distribution, prioritization, and escalation of work orders and alerts.
- Ensure timely resolution of customer issues and maintain high levels of customer satisfaction.
- Serve as an escalation point for complex technical issues involving infrastructure, applications, and customer environments.
- Monitor overall system performance and ensure proactive identification and resolution of issues.
- Drive improvements in monitoring, alerting, and operational processes.
- Coordinate with cross-functional teams including Support, Customer Success, IT Security, and
- Collaborate with infrastructure providers and partners to maintain system stability and performance.
- Assist with planning and execution of maintenance windows, upgrades, and migrations.
- Ensure adherence to backup, disaster recovery, and operational standards.
- Contribute to the development and documentation of processes, runbooks, and best practices.
- Evaluate and recommend improvements to tools, technologies, and workflows.
- Provide mentorship, guidance, and training to team members.
- Support onboarding of new customers and environments.
- Assist in capacity planning and scaling of the Cloud Services platform.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
11-50 employees
