Cloud Services Operations Manager

Position Summary:
The Cloud Services Operations Manager will be a critical leader within our Cloud Shared Services team, responsible for the day-to-day operational excellence, stability, and continuous improvement of our multi-cloud (primarily AWS and Azure) environments. This role requires a strong blend of technical expertise in cloud operations, a deep understanding of IT service management (ITSM) best practices, and proven leadership skills to manage a team of cloud operations engineers. The successful candidate will ensure that our cloud services are delivered efficiently, securely, and in accordance with agreed-upon service level agreements (SLAs).

Key Responsibilities:
. Operational Leadership:
o Lead, mentor, and develop a team of cloud operations engineers, fostering a culture of continuous learning, collaboration, and high performance.
o Oversee daily operations of our multi-cloud environments (AWS, Azure, and others as applicable), ensuring high availability, performance, and reliability of all cloud services.
o Implement and enforce operational best practices, standards, and procedures for cloud infrastructure and platform management.
o Manage on-call rotations and ensure effective incident response and problem resolution.
. Service Management & Performance:
o Define, monitor, and report on key performance indicators (KPIs) and service level agreements (SLAs) for all cloud services.
o Proactively identify and address potential operational issues, performance bottlenecks, and capacity constraints.
o Drive continuous improvement initiatives to optimize cloud operations, reduce manual effort, and enhance service delivery.
o Collaborate with internal customers to understand their evolving needs and ensure our cloud services meet their requirements.
. Incident, Problem, and Change Management:
o Establish and mature robust incident management processes, ensuring timely resolution and effective communication during outages.
o Implement and manage problem management to identify root causes of incidents and prevent recurrence.
o Oversee change management processes for cloud infrastructure and services, ensuring proper planning, testing, and execution to minimize risk.
o Conduct post-incident reviews (PIRs) and implement corrective actions.
. Monitoring, Alerting, and Automation:
o Ensure comprehensive monitoring and alerting systems are in place for all cloud resources and services.
o Drive automation initiatives using Infrastructure as Code (IaC) tools (e.g., Terraform, CloudFormation, ARM templates) and scripting (e.g., Python, PowerShell) to streamline operational tasks and improve efficiency.
o Develop and maintain runbooks and operational documentation.
. Cost Optimization & Governance:
o Monitor and optimize cloud spending, identifying cost-saving opportunities without compromising performance or reliability.
o Ensure adherence to cloud governance policies, security standards, and compliance requirements (e.g., ISO 27001, SOC 2, industry-specific regulations).
o Work closely with finance and procurement teams to manage cloud expenditures.
. Collaboration & Stakeholder Management:
o Partner closely with architecture, engineering, security, and development teams to ensure seamless deployment and operation of cloud services.
o Communicate effectively with internal stakeholders, providing regular updates on operational status, incidents, and improvement initiatives.
o Act as a subject matter expert for cloud operations within the organization.

Qualifications:
. Experience:
o 8+ years of progressive experience in IT operations, with at least 3-5 years in a dedicated cloud operations or SRE role focusing on AWS and Azure.
o 2+ years of experience leading and managing a team of operations engineers.
o Proven experience with large-scale, highly available, and fault-tolerant cloud environments.
o Extensive experience with cloud monitoring tools (e.g., CloudWatch, Azure Monitor, Datadog, Prometheus, Grafana).
o Strong practical experience with Infrastructure as Code (IaC) tools (e.g., Terraform, CloudFormation, ARM templates).
o Proficiency in scripting languages (e.g., Python, PowerShell, Bash).
o Solid understanding of networking concepts (TCP/IP, DNS, VPNs, Load Balancing, Firewalls) in a cloud context.
o Experience with containerization technologies (e.g., Docker, Kubernetes) is a strong plus.
o Familiarity with CI/CD pipelines and DevOps principles.
. Certifications (Preferred):
o AWS Certified Solutions Architect - Associate/Professional
o Microsoft Certified Azure Administrator Associate / Azure Solutions Architect Expert
o ITIL Foundation or higher certification

. Skills:
o Exceptional leadership and team management skills.
o Excellent analytical, problem-solving, and decision-making abilities.
o Strong communication (written and verbal) and interpersonal skills, with the ability to articulate complex technical concepts to non-technical stakeholders.
o Ability to work under pressure and manage multiple priorities in a fast-paced environment.
o Proactive, self-motivated, and results-oriented with a strong commitment to operational excellence.
o Understanding of financial management related to cloud services (FinOps principles).

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