This
position
is
listed
on
behalf
of
a
partner
company,
who
manages
all
applications
and
next
steps.
Our
partner
is
looking
for
a
Cloud
Operations
Manager
based
in
the
United
States
.
We
are
seeking
an
experienced
Cloud
Operations
Manager
to
lead
technical
teams
responsible
for
delivering
reliable,
high-quality
cloud
operations
and
managed
services.
In
this
role,
you
will
oversee
either
a
technical
support
team
or
an
advanced
administration
and
engineering
team,
driving
service
excellence
and
operational
efficiency.
You
will
play
a
key
role
in
developing
talent,
strengthening
service
delivery
practices,
and
ensuring
seamless
support
for
client
environments.
Working
closely
with
cross-functional
teams,
you
will
coordinate
incident
response,
optimize
operational
processes,
and
improve
the
overall
client
experience.
You
will
leverage
performance
data,
automation,
and
emerging
AI
capabilities
to
enhance
scalability,
productivity,
and
service
quality.
This
is
an
opportunity
to
shape
operational
strategy,
mentor
future
leaders,
and
implement
measurable
improvements
in
a
dynamic,
client-focused
cloud
environment.
The
position
is
fully
remote
within
the
United
States,
with
a
strong
emphasis
on
collaboration,
accountability,
and
continuous
improvement.
Accountabilities
Team
Leadership
and
Development:
Lead
and
develop
a
technical
operations
team,
overseeing
recruitment,
onboarding,
coaching,
performance
evaluations,
workforce
planning,
and
career
progression.
Establish
clear
expectations,
build
employee
capabilities,
and
support
relevant
training
and
certification
goals.
Cloud
Operations
and
Service
Delivery:
Oversee
day-to-day
operations
for
either
a
technical
support
team
or
an
advanced
administration
and
engineering
team,
ensuring
reliable
service
delivery,
effective
workload
management,
appropriate
resource
allocation,
and
consistent
achievement
of
service
objectives.
Incident
and
Escalation
Management:
Monitor
ticket
queues,
backlogs,
response
times,
and
escalations.
Coordinate
major
incident
response
and
ensure
incident,
problem,
and
change
management
processes
follow
established
ITIL
practices
and
service
commitments.
Operational
Planning
and
Coverage:
Manage
staffing
levels,
schedules,
capacity
planning,
and
24/7
service
coverage,
including
shift
assignments
and
on-call
rotations.
Maintain
operational
continuity
and
provide
leadership
support
during
absences,
critical
incidents,
and
other
business
continuity
situations.
Performance
Monitoring
and
Continuous
Improvement:
Analyze
operational
KPIs,
including
SLA
attainment,
ticket
aging,
resolution
times,
escalation
rates,
change
success,
and
customer
satisfaction.
Identify
root
causes,
implement
corrective
actions,
and
drive
improvements
in
service
quality,
efficiency,
and
scalability.
Technical
Governance
and
Documentation:
Maintain
standard
operating
procedures,
technical
documentation,
escalation
paths,
and
client-specific
runbooks.
Ensure
team
members
are
properly
trained,
authorized,
and
assigned
to
work
in
accordance
with
client
requirements
and
applicable
compliance
standards.
Automation
and
Innovation:
Identify
opportunities
to
improve
service
delivery
through
scripting,
automation,
monitoring
optimization,
AI-assisted
workflows,
and
improved
knowledge
management.
Cross-Functional
Collaboration:
Partner
with
Client
Success,
Professional
Services,
Security
Operations,
Compliance,
and
other
operational
leaders
to
coordinate
priorities,
support
client
transitions,
manage
risks,
and
deliver
a
consistent
client
experience.
Stakeholder
Communication:
Communicate
service
performance,
operational
risks,
incident
updates,
improvement
plans,
and
recommendations
to
technical
teams,
internal
leadership,
and
client
stakeholders.
Compliance
and
Security:
Support
audits,
evidence
collection,
remediation
activities,
and
secure
operating
practices
across
regulated
client
environments.
Ensure
operational
procedures
align
with
relevant
security
and
compliance
requirements.
Requirements
Professional
Experience:
At
least
five
years
of
experience
in
cloud
operations,
infrastructure
operations,
managed
services,
technical
support,
engineering,
or
service
delivery,
including
a
minimum
of
three
years
directly
managing
technical
teams.
Cloud
and
Technical
Expertise:
Strong
working
knowledge
of
Microsoft
Azure
infrastructure
and
cloud
operations,
with
sufficient
technical
depth
to
guide
troubleshooting,
administration,
engineering,
and
support
activities.
People
Management:
Demonstrated
experience
recruiting,
onboarding,
coaching,
evaluating,
and
developing
technical
professionals.
Ability
to
establish
clear
performance
expectations,
create
development
plans,
and
foster
employee
engagement
and
career
growth.
Service
Management:
Experience
managing
technical
service
delivery
in
a
24/7
environment,
including
staffing,
capacity
planning,
ticket
prioritization,
escalation
management,
incident
response,
problem
resolution,
and
change
control.
Operational
Excellence:
Ability
to
maintain
effective
operating
procedures,
technical
documentation,
client
runbooks,
and
escalation
processes
while
ensuring
consistent
service
quality
and
adherence
to
service-level
agreements.
Analytical
and
Problem-Solving
Skills:
Proficiency
in
interpreting
operational
data,
identifying
trends
and
root
causes,
managing
risks,
and
implementing
sustainable
improvements.
Experience
tracking
KPIs
and
translating
performance
insights
into
actionable
plans.
Communication
and
Leadership:
Excellent
written
and
verbal
communication
skills,
with
the
ability
to
explain
technical
issues
clearly,
deliver
incident
updates,
present
performance
reports,
and
influence
stakeholders
at
different
organizational
levels.
Collaboration
and
Adaptability:
Ability
to
work
effectively
across
technical
and
business
functions,
coordinate
competing
priorities,
and
maintain
sound
judgment
under
pressure.
Comfortable
operating
in
a
fast-paced
environment
while
balancing
client
needs,
employee
development,
and
business
objectives.
Security
and
Compliance:
Ability
to
pass
a
federal
background
investigation
for
Public
Trust
Fitness
and
support
secure
operations
in
regulated
environments.
Preferred
Qualifications:
Experience
with
managed
service
providers,
particularly
Microsoft
Azure-focused
environments;
Microsoft
Azure
certifications
such
as
AZ-104
or
AZ-305;
ITIL
4
Foundation
or
advanced
ITIL
certification;
and
familiarity
with
Azure
Lighthouse,
Azure
Monitor,
Azure
Arc,
Azure
Policy,
Azure
Automation,
PowerShell,
or
AIOps.
Additional
Assets:
Experience
supporting
FedRAMP,
HIPAA,
HITRUST,
or
IRS-1075
environments;
leading
distributed
teams
across
multiple
time
zones;
working
with
platforms
such
as
ServiceNow
or
Zendesk;
and
applying
AI-enabled
tools
to
improve
operational
workflows.
Education:
Relevant
technical
education
or
equivalent
professional
experience
is
beneficial.
Benefits
Competitive
Compensation:
Salary
commensurate
with
experience,
skills,
and
qualifications.
Performance-Based
Incentives:
Eligibility
for
additional
compensation
through
a
performance-based
bonus
program.
Retirement
Savings:
401(k)
plan
with
a
100%
employer
match
on
employee
contributions
up
to
4%
of
salary.
Health
Coverage:
100%
employer-paid
employee
health,
dental,
and
vision
insurance
premiums.
Insurance
Protection:
Company-paid
life
insurance,
accidental
death
and
dismemberment
(AD&D),
and
short-
and
long-term
disability
coverage.
Paid
Time
Off:
Three
weeks
of
PTO
for
vacation,
personal
time,
or
sick
leave.
Paid
Holidays:
11
paid
holidays
annually.
Community
Involvement:
Paid
community
service
leave
to
support
volunteering
and
charitable
initiatives.
Employee
Recognition:
Recognition
and
rewards
for
outstanding
performance
and
meaningful
contributions.
Remote
Flexibility:
Full-time
remote
work
from
within
the
United
States,
with
the
option
to
work
from
a
company
office
when
located
nearby.
Professional
Development:
Opportunities
to
strengthen
technical
expertise,
develop
leadership
capabilities,
and
pursue
relevant
industry
certifications.
Collaborative
Environment:
A
team
culture
emphasizing
accountability,
continuous
improvement,
thoughtful
collaboration,
and
professional
growth.