Manager, Cloud Operations

A named leader by Forrester in the sales performance management space, Varicent was founded in 2005 when we pioneered sales performance management software. Evolving quickly to become the fastest growing software company in North America according to Deloitte’s Fast 50 in 2010, Varicent was acquired by IBM in 2012 and has since been re-founded as an independent global business serving mid-size and enterprise clients with our full suite of solutions to assist in smarter territory and quota planning, efficient lead to revenue operations, and the fastest and most flexible way to pay sellers accurately and on-time. We are looking for talented, driven people that can make an impact across our organization.

Reporting to the Director, Cloud Operations
**, **you will be responsible for supervising the day-to-day activities of Varicent's global cloud infrastructure. Leading a team of regional leads, you will strive for predictable operations and consistent service delivery across all time zones. Key responsibilities include continuous development of Cloud Operations employees, implementing improvement initiatives, fostering team engagement, acting as the primary escalation point, and nurturing effective collaboration with counterparts throughout the organization.

**What you will do**:

- Through the regional team leads, manage a global team of Cloud Operations engineers, ensuring their productivity and efficiency.
- Implement strategies to improve the efficiency and productivity of the Cloud Operations team and the cloud infrastructure.
- Lead and develop regional team leads. Provide support and mentoring to these leaders by providing opportunities to develop their leadership skills and experience.
- Work closely with development and operations teams to optimize cloud workflows and automate processes to reduce time-to-market and increase software quality.
- Drive the adoption of Cloud Operations best practices across the organization, ensuring consistency and standardization across global teams.
- Collaborate with cross-functional teams to design and implement global Cloud Operations initiatives that improve efficiency and increase productivity.
- Define, continuously monitor, and analyze team performance metrics and identify areas for improvement.
- Act as an escalation point for incident resolutions and ensure postmortems are created and actioned on.
- Ensure and measure team responsiveness to all service connection points as per set expectations.
- Act as a key point of contact for escalated issues.
- Ensure consistent adherence to Change Management process with the objective of zero incidents resulting from change.
- Develop and implement training programs for the Cloud Operations team to improve skills and stay up-to-date with the latest cloud technologies and trends.
- Establish and maintain effective communication channels with stakeholders across the organization, including senior management, development teams, and operations teams.
- Ensure compliance with security and regulatory requirements in cloud operations.
- Make sure operational documentation and knowledge base is created, accurate and up to date.

**Success Criterias**:

- ** 1-3 Months**:

- Get to know your team and peers.
- Get familiar with organizational culture, purpose, and goals.
- Understand our SaaS products and services and technologies that empower our services.
- Get an intimate knowledge of the Operations, Jira, and other governance processes (you will own the execution).
- Establish yourself as a leader, mentor, and coach for your team, and trusted and reliable business partner across organizational peers.
- Participate in Incident reviews, maintenance planning activities, and change reviews.
- Define performance metrics and objectives for your team.
- Learn intricacies of managing team in a global environment. Develop awareness of differences in countries laws and procedure
- ** 4-6 Months**:

- Drive team engagement, inspire team with your leadership and lead-by-example attitude.
- Own execution of operational processes, namely Change, Incident, Release, Problem, and Service Management.
- Intimate understanding of Cloud team resources utilization across all operational functions and how team fluctuations impact services delivery.
- Onboarding of new products and services.
- ** 7 Months & Beyond**:

- Continuous performance reviews of the team and individual contributors through the team leads.
- Strive for excellence, challenge yourself and team by pushing the goal posts out.
- Ensure consistency of service throughout all time zones.
- Ensure consistent responsiveness to incidents across all time zones, incidents prompt resolution, and creation of action plan to prevent incidents from recurring.
- Contribute to continuous improvement of the infrastructure, governance processes, and our SaaS products.

**What you will bring**:

- Bachelor's degree in Computer Science or a related field.
- 10 years experience in Cloud Operations