Cloud Operations Manager

Role overview Lead one of two technical service teams within a client operations function: an initial support and ticket management team, or an advanced administration and engineering team. The manager owns team performance, employee development, service quality, and continuous improvement while coordinating closely with a peer manager to provide a consistent client experience.

Responsibilities - Coach and develop employees; manage hiring, onboarding, performance expectations, and career growth. - Plan staffing, capacity, schedules, and on-call coverage for a 24/7 service operation. - Oversee ticket health, workload, escalations, service quality, and incident, problem, and change practices. - Coordinate major incident response and operational priorities with peer leaders, including continuity coverage during absences and rotations. - Improve quality and efficiency using service data, automation, and AI; maintain procedures, technical documentation, and client runbooks. - Partner with client success, professional services, security, compliance, and other teams on client environments and service transitions.

Requirements - At least five years in cloud, infrastructure, managed services, technical support, engineering, or service delivery, including three or more years managing technical teams. - Experience leading a technical support, operations, engineering, or service delivery team in a fast-paced environment. - Strong working knowledge of Azure infrastructure and cloud operations sufficient to guide technical teams and support troubleshooting. - Experience hiring, onboarding, coaching, evaluating, and developing employees, including setting expectations and development plans. - Demonstrated ownership of 24/7 service delivery, including staffing, capacity, coverage, ticket flow, escalations, and service quality. - Ability to lead or support major incidents and maintain disciplined operational processes and documentation.

Benefits and work setup - Full-time US position, with the option to work from home or from a US office if local. - Benefits include employer-paid employee health, vision, and dental premiums; life and disability coverage; a 401(k) match up to 4%; and performance-based bonus potential. - Includes three weeks of paid time off, 11 paid holidays, paid community service leave, and an employee recognition program.