Manager, Cloud Support Operations

Open Text Corporation • Richmond Hill, ON

4d • $98,080 - $147,120 • Onsite

About The Position

As a Manager, Cloud Operations (SRE), you will lead a global team responsible for ensuring the reliability, scalability, and operational excellence of Single Tenant cloud environments. This role provides an opportunity to mentor engineers, influence platform strategy, and drive continuous improvement across cloud operations. You will collaborate closely with Cloud Support, Architecture, Professional Services (PS) Onboarding, CloudOps Delivery, and Platform Engineering teams to enhance service resilience and operational maturity. You will oversee operations for hundreds of enterprise customers across GCP, AWS, Azure, and VMware, while managing geographically distributed teams across Europe and India. Note: This role requires an early start (6:00 AM EST) to ensure effective transition of escalations from the India team to North America. Participation in a rotational on-call schedule (weekdays/weekends) is required.

Requirements

• 4+ years of people management experience (team size: 6–10 engineers)
• 2+ years of experience in DevOps / Cloud Operations / SRE
• Strong experience managing Scrum/Kanban workflows, backlog, and operational KPIs (MTTR, response SLAs)
• Hands-on experience with Kubernetes (2+ years) – mandatory
• Experience driving patching, upgrades, and maintenance programs during planned outage windows
• Strong ability to lead deep technical discussions with senior engineers, architects, and product teams
• Demonstrated experience leading enterprise-scale, cross-functional programs
• Experience in infrastructure automation using Terraform
• Strong understanding of Site Reliability Engineering (SRE) practices
• Strong understanding of Cloud architecture and hyperscaler environments
• Strong understanding of IT operations and systems architecture

Nice To Haves

• Cloud platforms: GCP, AWS, or Azure (5+ years preferred)
• CI/CD tools: Jenkins, GitLab, GitHub, Azure DevOps, Maven

Responsibilities

• Lead and manage a team of SREs supporting business-as-usual (BAU) cloud operations across multi-cloud environments
• Oversee and drive critical operational functions: Observability, alert response, and incident remediation; Root Cause Analysis (RCA) and incident reviews; OS patching, upgrades, and lifecycle management; Certificate lifecycle management; Capacity planning and infrastructure scaling
• Actively engage in triaging high-priority incidents and escalations, ensuring timely resolution and stakeholder communication
• Operate effectively in ambiguous environments, translating unclear or evolving requirements into well-defined, prioritized, and actionable tasks for the team
• Partner with Support, onboarding, engineering and architecture teams to resolve complex technical issues and improve system reliability
• Drive daily operations cadence, including Scrum/Kanban standups, backlog prioritization, and KPI tracking
• Own and improve key operational metrics (MTTR, response time, service availability)
• Collaborate with platform and delivery teams to enable automation and efficient provisioning using Terraform and CI/CD pipelines
• Mentor and develop team members while fostering a high-performance, accountability-driven culture
• Identify opportunities for automation, efficiency gains, and proactive incident prevention

Benefits

• Thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing
• Compensation programs, including variable and commission compensation opportunities for eligible roles
• Vacation entitlement
• Paid time off

What This Job Offers

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