Manager, Cloudops Operational Support

**About CloudOps** CloudOps is a cloud consulting, managed services, and software company focused on open source, cloud native platforms, networking, and DevOps. Our purpose is to ensure our customers own their destiny in the cloud; meaning that we help our customers leverage the flexibility of the cloud while reserving the right to change technologies and components, enabling freedom of navigation for our customers on their journey in the "cloudverse" so they can both achieve current goals and adapt to new business requirements over time. **What you can expect**: The Managed Application Platform (MAP) team is the heart of CloudOps and sits within the broader Service Assurance. The purpose of the MAP team is to provide our customers with operational excellence, whether on hyperscale clouds like AWS, GCP, Azure, or regional providers like Hypertec Cloud. Our services aim to deliver predictable, efficient support for these platforms backed by SOC 2 certification. **Who we're looking for** Are you a hands-on technical people leader capable of growing and driving team success through coaching and mentoring? Then, you'll fit right in. Keep Reading. As the Manager, CloudOps Operational Support, you will be responsible for the day-to-day leadership of a talented team of cloud operators and specialists who oversee our customer environments across CloudOps' managed services. In this role, areas of responsibility include identifying inefficiencies, challenges and opportunities in our "People, Process, Products and Practice" and providing a business-level layer of customer service and escalation. **Responsibilities - Process and Practice Management (50%)**: - Deliver cloud native operational excellence with a customer centric approach, measuring and continuously improving the customer experience. - Lead and support the managed services processes and service definitions. - Contribute to product definition and delivery Deliver productization with a keen interest in increasing stability, efficiency, profitability and continuous improvement of our products and services. - Work with other stakeholders and members of CloudOps to build, improve and otherwise maintain our service and product portfolio. - Manage availability and performance of critical services and build automation to prevent incidence management; eventually, automate response to all non-exceptional service conditions. - Understand business continuity requirements and manage disaster recovery operations and documentation. - Ensure that proper monitoring and alerting is in place along with defined response procedures. - Prioritize time against project tasks in a changing environment. - Collaborate with the Security and Compliance teams to ensure security policies are adhered to. - Determine and maintain SLAs to improve system observability. - Oversee automation to improve speed and quality of environment provisioning, deployment, and management. - Act as a customer escalation contact as required and providing management and guidance related to the resolution of customer satisfaction concerns. - Support compliance and governance requirements, including, but not limited to, SOC2 Type 2. **Responsibilities - Employee Management and Coaching (25%)**: - Foster a sense of purpose within the team, developing short and long-term goals aligned with driving an inclusive environment that supports our core values, mission and vision. - Grow and build a strong, healthy, and diverse team through mentoring, coaching, and one-on-one meetings. - Monitor and review team progress related to development goals. - Provide the tools and resources for team members to learn and further develop cloud and DevOps best practices. - Lead quarterly performance and feedback discussions with employees. - Oversee the day-to-day activities, productivity and development of the MAP team. - Facilitate team outcomes ensuring that our systems are ready to support emerging business priorities. **Responsibilities - Working with Leadership (25%)**: - Responsible for contributing and collaborating with the other delivery and line of business leaders. - Work collaboratively with the Cloud Architecture, Delivery, Product and Compliance teams to influence the development and optimization of Cloud operations services with considerations around operations and reliability; implement best practices regarding continuous deployment and testing. - Provide transparency and visibility into infrastructure-related projects, allowing our team to help track dependencies and risks before they become blockers. - Work with cross-functional teams, including Service Delivery and Product Management, to design and build scalable and maintainable deployment pipelines and automation solutions. - Work with the team of teams to ensure DevOps processes and technologies are integrated into the entire product lifecycle. **Qualifications & Skills**: - Bachelor's degree in Computer Science, Computer Engineering, Informatio