Manager, Cloud Operations

Job Summary: Provides leadership and direction for the cloud operations team support to clients and customers. Exceptional management and soft skills, the ability to engage and motivate staff. Manages personnel activities of staff (e.g., hires, mentors, trains, appraises, rewards, motivates, disciplines, as required. Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the organization. Reviews SLA adherence and compliance. Develops and manages service response times with efficiency and accuracy and ensures all client/customer operational issues are resolved. Selects, develops, and evaluates personnel to ensure the efficient operation of the function. Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed. Work Location: Remote

Key Responsibilities:

• Manages team members in the delivery of technical activities that supports customers in a 24/7 support structure.
• Accountable for the performance and results of a team within a specialty area.
• Adapts functional area plans and priorities to address resource and operational challenges across varied work types.
• Provides technical guidance to employees, colleagues and/or customers regarding systems monitoring, operations and company systems malfunctions.
• Accountable for meeting response requirements related to service level agreements.
• Collaborates across teams to ensure speed, expertise and consistency of customer outcomes through collaborative coverage, work handoff and creative allocation of resources to solve complex customer issues or deliver on projects.
• Collaborates across teams and departments to develop and execute customer service strategies that are tied to the achievement of company objectives.
• Drive the development and engagement of employees through professional development programs, tasks of increasing complexity, projects, and engagements.
• Provides expertise and representation of the product/platforms in higher level meetings, as well as with customers.
• Leads crisis responses; executes an operational remediation plan for a team, shift or across shifts.
• Ensures design support scalability, quality, performance, security, maintainability, and architectural integrity, and ensures solutions are delivered in alignment with the defined product strategies and goals.
• Focuses on continuous improvement to the operation, technical standards, process and the customer experience.
• Participate in transformative projects at the functional level.
• Identifies and requests changes that impact the enterprise; understands the change management process, risk assessments, and risk mitigation for each change; plans, briefs and implements the change.
• Serves as champion, scribe, or facilitator in Root Cause Analysis (RCA) where systems, tools, process or people did not achieve desired outcomes.
• Other Incidental tasks related to the job, as necessary.

Qualifications:

• Minimum of 7 years professional work experience involving customer service within the information technology industry.  With at least 2 years of management experience.
• Bachelor's Degree in business or technology related field. At the Manager's discretion, 4 years of additional related experience may substitute for the degree requirement; if substitution allowed, regional equivalent to High School Diploma is required.
• Cloud certification(s) such in AWS, AZURE, GCP, or OCI. Preferred.
• ITIL certification. Preferred.
• Expert knowledge in the methods and principles of finding resolution to customer concerns and developing a customer retention strategy.
• Expert knowledge in analyzing operational processes, escalation procedures and performing training needs assessments for identifying opportunities for service delivery improvements. Expert knowledge in developing customer service department procedures.

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Background Investigation

• This role will be supporting Government Customers and new hires will undergo an FBI Background investigation- Criminal Justice Information Services (CJIS).
• Must be legally authorized to work in the US and reside in the lower 48 states.

For applicants working in California, Colorado, Washington, or New York City, we are excited to share the base salary ranges for this position exclusive of fringe benefits or potential bonus.  The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. ·       The anticipated starting pay range of California, Washington state and New York