Cloud Operations Manager – CPSM

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

📋 Description

• Ensure and proactively monitor compliance with Service Level Agreements (SLAs), guaranteeing the highest quality and availability for our clients.

• Lead service reviews with clients at all levels (strategic, tactical, and operational), preparing and presenting performance reports while discussing improvement plans.

• Manage and ensure that the operations team efficiently addresses incidents, requirements, inquiries, and issues within established timeframes.

• Oversee the documentation management of the service, keeping all relevant information (procedures, topologies, etc.) up to date and accessible.

• Act as the Single Point of Contact (SPOC) for the client regarding all service-related matters, leading supervision and communication during critical incidents, complex issues, and significant changes.

• Drive continuous service improvement by coordinating proactive communication with the client, translating their needs to the team of specialists, and ensuring the implementation of enhancements.

• Conduct trend analysis on operational data to identify patterns, anticipate problems, and propose strategic improvements that add value to the client.

• Manage necessary escalations with internal teams or vendors and actively collaborate in preparing the service evolution roadmap.

• Create opportunities within the account to lead.

⛳️ Requirements

• Experience: A minimum of 3-5 years in IT Operations Management, Service Delivery Management, or a similar role, preferably in a Managed Services (MSP) environment.

• ITIL Knowledge: Strong understanding of service management frameworks (ITIL), particularly in Incident, Problem, Change, and Request Management.

• Cloud Knowledge: Fundamental knowledge of cloud concepts (IaaS, PaaS, SaaS) and experience working with at least one of the major platforms, with a special focus on AWS.

• Leadership: Proven ability to lead technical teams and ensure the achievement of operational objectives.

• Communication: Excellent verbal and written communication skills, with the ability to interact effectively with both technical profiles and client executives.

• Analytical Ability: Skill in analyzing data, identifying trends, and making informed decisions.

• Availability: The role primarily operates during office hours, with the necessary flexibility to manage critical incidents outside of these hours if required.

🏝️ Benefits

• 100% remote and flexible work arrangement allowing you to work from anywhere in the world.

• AWS certifications fully covered, along with support to advance your cloud skills.

• 15 business days per year to recharge and continue climbing the ladder.

• Day off on your birthday.

• Special gifts to celebrate the most significant moments in your life.

• Extended parental leave.

• Days off in accordance with the national holiday calendar of your residing country.