Senior Manager, Global Cloud Operations

Job Description

We are seeking an experienced and globally-minded Senior Manager – Global Cloud Operations to lead a distributed team of cloud operations engineers across North America, EMEA, and APAC. This role serves as the operational backbone of MiTek’s Cloud Center of Excellence (CCoE), responsible for delivering ITIL-aligned Service Operations functions across both internal enterprise and commercial-facing cloud environments.
The ideal candidate is a disciplined operations leader with deep Microsoft Azure expertise and a proven track record managing geographically dispersed teams across multiple time zones. This individual will own end-to-end service operations — from incident response and problem resolution to request fulfillment and change governance — ensuring high availability and operational excellence across MiTek’s cloud estate.

Job Responsibilities & Requirements

A Brief Overview

Leadership & Global Team Management

• Lead, mentor, and develop a globally distributed team of cloud operations engineers spanning NA, EMEA, and APAC, fostering a collaborative, high-performance culture across time zones.
• Establish clear team structures, on-call rotations, and escalation paths to ensure follow-the-sun coverage for critical cloud services.
• Partner closely with CCoE leadership, application teams, cybersecurity, and IT leadership to ensure seamless service delivery across all regions.

Service Operations

• Own and drive all core Service Operations disciplines, including Incident Management, Problem Management, Change & Release Management, and Request Fulfillment.
• Lead the Major Incident Management process, including war room protocols, executive communication cadences, and post-incident reviews (PIRs).
• Drive Problem Management discipline, ensuring root cause analysis (RCA) processes are rigorous, known errors are documented, and recurring issues are systematically remediated.

Service Level Management

• Define, maintain, and report on Service Level Agreements (SLAs) and Service Level Objectives (SLOs) for both internal and commercial-facing cloud services.
• Establish and operate operational dashboards and reporting cadences to provide leadership with visibility into service health, incident trends, and request queue performance.
• Drive a culture of accountability around service commitments, continuously identifying and addressing operational gaps before they impact customers or the business.

Cloud Operations & Toolchain Management

• Oversee the cloud operations toolchain, including Azure Monitor, Log Analytics, Microsoft Sentinel, Nerdio, Azure DevOps (ADO), HashiCorp Terraform, and Packer.
• Partner with the Cloud Architecture & Design team to ensure operational readiness is built into new services before they enter production.
• Continuously improve automation maturity and runbook quality to reduce manual toil, lower mean time to resolution (MTTR), and increase team scalability across time zones.

Leadership Responsibilities

• Responsible for the professional development of team members, playing a key role in guiding, coaching, and providing constructive feedback to support team members in reaching their full potential.
• Create a supportive and inclusive work environment that encourages collaboration, respects diverse perspectives, and empowers team members to excel in their roles.
• Actively work to eliminate barriers to inclusion and ensures that all team members have equal opportunities for growth and contribution.

Qualifications

Education:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.

Experience:

• Minimum 8 years of IT experience, with a strong background spanning cloud operations and service management disciplines.
• Minimum 3 years of experience managing geographically distributed teams
• Strong experience with Microsoft Azure in an operations capacity at enterprise scale.
• Proven ability to maintain SLAs for both internal and commercial-facing cloud services.

Technical Skills & Knowledge:

• Azure Cloud Services — Compute, Networking, Storage, Policy and Governance.
• ITSM Platforms — ServiceNow (Incident, Problem, Change, CMDB).
• Observability & Monitoring — Azure Monitor, Log Analytics, eG Innovations.
• Virtual Desktop & Endpoint Operations — Nerdio (Azure Virtual Desktop management)
• Infrastructure-as-Code & Automation — HashiCorp Terraform, Packer, ADO
• ITIL Framework — Understanding of ITIL Service Operations
• Excell