Manager - TAM & Managed Services

About Onix: Onix is a trusted cloud consulting company and leading Google Cloud partner that  helps companies  get the most out of their technology with cloud-powered solutions, best-in-class services, and the Datametica Birds, data migration products that unleash AI potential. 

We are able to deliver exceptional results for our customers because of our 20+ year partnership with Google Cloud, depth of technology expertise, and IP-driven data and AI solutions. 

We offer solutions across a wide range of use cases and industries that are tailored to the unique needs of each customer. From advanced cloud security solutions to innovative AI capabilities and data migration products, we have you covered.  Our global team of experts are the most reliable, talented and knowledgeable in the industry. 

Summary: This position is primarily responsible for the care and feeding of Onix Managed Services Engineers and Technical Account Managers (TAM) within Onix’s Professional Services organization. This role also ensures the successful delivery of MSP for Onix clients.

The successful candidate will be customer service-focused with experience in cloud technology, coaching and mentoring others, and delivery of services within the managed services domain.

The candidate should have experience supporting the following areas:

• Supporting applications and services in a cloud environment

• Automation concepts for processes and cloud technology

• IT infrastructure and support of applications and services

• Managing teams of people engaged in various projects

• People management experience

• Supporting Sales opportunities

Primary Responsibilities: 

• Managing the development of runbooks, automation scripts, documentation, best practices, templates, patterns, frameworks, custom data visualizations, and other IP created by the group to deliver managed services for customer’s various cloud and or SaaS environments

• Ensuring the stable and continued operations of customer environments

• Managing the continual improvement of automation for all aspects of Onix support and managed services

• Responsible for meeting customer SLAs for uptime and response time

• Maintaining department costs

• Weekly reporting on metrics and initiatives within the profession.

• Mentoring and coaching employees within their job responsibilities

• Holding yearly performance reviews to evaluate employee status and growth

• Responsible for overseeing career growth of personnel within the profession

• Providing opportunities for upskilling and continuous learning

• Maintaining a publishable list of skills within the profession

• Finding and hiring talent within the profession

• Maintaining and providing forecasting for when to hire new resources

Preferred Skills and Experience: 

• Excellent communication, presentation, problem solving, and client management skills

• Experience translating business requirements into technological solutions

• Experience with conflict resolution and achieving positive results

• Experience building teams and culture

• Ability to operate within organizational processes to onboard, offboard, and maintain employees

• GCP and/or AWS cloud certifications 

• Experience delivering with both Google Workspace and GCP Services

• 5+ years of recent experience managing cloud operation teams at scale

• 5+ years of experience manager onshore and offshore technical teams to support 24/7 operations

• 7+ years of IT experience preferred<