Cloud Operations Manager
New
J
JobgetherCloud operations
Fully remote within the United States, 24/7 service coverage, including shift assignments and on-call rotationsFull-TimeManager
SalarySalary commensurate with experience, skills, and qualifications. Eligibility for additional compensation through a performance-based bonus program.
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Job Details
- Experience
- At least five years of experience in cloud operations, infrastructure operations, managed services, technical support, engineering, or service delivery, including a minimum of three years directly managing technical teams.
- Required Skills
- Microsoft AzureServiceNow
Requirements
- At least five years of experience in cloud operations, infrastructure operations, managed services, technical support, engineering, or service delivery.
- At least three years of direct experience managing technical teams.
- Strong working knowledge of Microsoft Azure infrastructure and cloud operations, with technical depth to guide troubleshooting, administration, engineering, and support.
- Experience recruiting, onboarding, coaching, evaluating, and developing technical professionals.
- Experience managing technical service delivery in a 24/7 environment, including staffing, capacity planning, ticket prioritization, escalations, incident response, problem resolution, and change control.
- Ability to maintain operating procedures, technical documentation, client runbooks, and escalation processes while meeting service-level agreements.
- Proficiency interpreting operational data, tracking KPIs, identifying trends and root causes, managing risks, and implementing improvements.
- Excellent written and verbal communication skills, including explaining technical issues, delivering incident updates, and presenting performance reports.
- Ability to pass a federal background investigation for Public Trust Fitness.
- Preferred: Microsoft Azure certifications such as AZ-104 or AZ-305; ITIL 4 Foundation or advanced ITIL certification; and familiarity with Azure Lighthouse, Azure Monitor, Azure Arc, Azure Policy, Azure Automation, PowerShell, or AIOps.
- Additional assets include experience with managed service providers, regulated environments such as FedRAMP or HIPAA, distributed teams, ServiceNow or Zendesk, and AI-enabled operational tools.
- Relevant technical education or equivalent professional experience is beneficial.
Responsibilities
- Lead and develop a technical operations team, including recruitment, onboarding, coaching, performance evaluations, workforce planning, and career progression.
- Oversee day-to-day operations for a technical support team or advanced administration and engineering team.
- Monitor ticket queues, backlogs, response times, and escalations; coordinate major incident response and incident, problem, and change management.
- Manage staffing, schedules, capacity planning, 24/7 service coverage, shift assignments, and on-call rotations.
- Analyze operational KPIs, identify root causes, implement corrective actions, and improve service quality, efficiency, and scalability.
- Maintain standard operating procedures, technical documentation, escalation paths, and client-specific runbooks.
- Identify opportunities to improve delivery through scripting, automation, monitoring optimization, AI-assisted workflows, and knowledge management.
- Partner with Client Success, Professional Services, Security Operations, Compliance, and operational leaders on priorities, transitions, risks, and client experience.
- Communicate service performance, operational risks, incident updates, improvement plans, and recommendations to teams, leadership, and client stakeholders.
- Support audits, evidence collection, remediation, and secure operating practices in regulated client environments.
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