Cloud Operations Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead the Technician team responsible for initial client support and ticket management or the Administrator/Engineer team focused on advanced administration, engineering, and escalated technical tasks.

• Take ownership of the performance, development, service quality, and continuous improvement of the designated team.

• Collaborate with the peer Client Operations manager to establish a cohesive operating model and ensure a seamless client experience.

• Coach and nurture team members to foster their professional growth.

• Recruit and onboard new employees to enhance the team's capabilities.

• Conduct workforce planning, manage capacity, and prepare for 24x7 coverage.

• Supervise ticket health, workload, escalations, and practices related to incidents, problems, and changes.

• Leverage service data, automation, and AI to enhance quality, efficiency, and scalability.

• Maintain operating procedures, technical documentation, and client-specific runbooks.

• Ensure that team members are well-trained and properly authorized for their respective roles.

• Collaborate with Client Success, Professional Services, Security Operations, Compliance, and other stakeholders to support client environments and facilitate service transitions.

• Coordinate operational priorities, manage major incident responses, drive cross-team improvements, and provide temporary leadership coverage.

• Build a capable, accountable, and client-centric team.

• Develop future leaders and reinforce operational discipline within the team.

• Deliver measurable enhancements in service performance and client satisfaction.

• Within 90 days, gain a comprehensive understanding of the Client Operations organization, service delivery model, client portfolio, tooling, escalation paths, compliance requirements, and ITIL-based processes; evaluate team capabilities and pinpoint areas for operational improvement.

• Within one year, lead a high-achieving team, enhance service performance and scalability, and establish repeatable operating practices, processes, runbooks, automation opportunities, and service enhancements.

⛳️ Requirements

• A minimum of five years of experience in cloud operations, infrastructure operations, managed services, technical support, engineering, or service delivery.

• At least three years of direct management experience with technical teams.

• Proven experience leading a technical support, service delivery, engineering, operations, or managed services team in a fast-paced setting.

• Strong knowledge of Microsoft Azure infrastructure and cloud operations.

• Technical depth and troubleshooting skills to guide Technician or Administrator/Engineer teams effectively.

• Experience in hiring, onboarding, coaching, evaluating, and developing team members.

• Ability to set expectations and development plans while supporting career progression and certification achievements.

• Experience overseeing service delivery for a designated team in a 24x7 environment.

• Familiarity with workforce and capacity planning, schedules, shift and on-call coverage, ticket health, workload management, and service quality.

• Proficiency in prioritizing, routing, documenting, escalating, and resolving tasks in alignment with service commitments.

• Capability to lead or support major incidents and enforce incident, problem, and change management practices.

• Ability to maintain escalation paths, operating procedures, technical documentation, and client-specific runbooks.

• Ensure team members are trained and suitably authorized for regulated tasks.

• Ability to pass a federal background check for Public Trust Fitness.

• Excellent written and verbal communication skills that are clear, calm, and effective.

• Ability to report on KPIs, service performance, emerging risks, incident summaries, improvement priorities, and recommended actions.

• Experience collaborating across operational teams and support functions.

• Ability to coordinate staffing, priorities, escalations, major incidents, service transitions, and continuous improvement efforts.

• Capability to assist in audits, evidence collection, and remediation efforts.

• Proficiency in utilizing service and workforce data to identify trends, root causes, resource needs, and operational risks.

• Experience managing and reporting KPIs such as SLA attainment, response and resolution times, escalation rates, backlog, ticket aging, change success rates, service quality, automation adoption, and client satisfaction.

• Demonstrated ability to enhance processes, tools, training, monitoring, documentation, automation, or AI-assisted workflows.

• Preferred qualifications include experience with managed services providers, Microsoft Azure certifications, ITIL certification, Azure Lighthouse, Azure Monitor, Azure Arc, Azure Policy, Azure Automation, PowerShell, AIOps, Copilot-enabled workflows, support in regulated environments, distributed team leadership, IT security practices, and familiarity with Zendesk or ServiceNow.

🏝️ Benefits

• Competitive salaries based on experience and skills.

• 100% company match on 401(k) contributions up to 4% of salary.

• Performance-based compensation with bonus potential in addition to the base salary.

• 100% employer-paid health, vision, and dental insurance for employees.

• Company-paid life, AD&D, and short- and long-term disability insurance.

• Three weeks of paid time off.

• 11 paid holidays.

• Paid community service leave.

• Employee recognition and reward program.

• Flexibility to work from home or from a local US office.