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Cloud Operations Manager

Chennai, TN
Job Code:
  • Engineering & Construction
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Job Details

Define, document and continually improve process of onboarding new internal customers. Plan, coordinate and manage on-boarding of new internal customers, including activities the internal customer and operations team need to take to prepare for the operations transition. Determine resourcing / costing for new internal customers.Set expectations of response time with each internal customer and manage to it. Create continuous improvement plans so fewer tickets breach the response time expectations, are escalated, or re-opened. Make recommendations to internal customers for application or infrastructure improvements to reduce operational workload.Operate ticket system to add new agents / customers, perform configurations, run reports, triage incidents, and assign tickets as needed.Manage a team of full time employees and contractors, including management of the overall capacity of the team to take on additional work. Supervise recruitment, development, and retention of all operations staff. Manage contracting vendor relationship. Manage the on-call schedule of the team using PagerDuty. Required Skills & ExperienceMinimum of ten years of experience in IT with a strong technical competency, including at least three years of prior experience managing or leading an operations team. Demonstrable success in Incident Management, Change Management, and Capacity Management. Strong management of customer expectations and correcting issues after they arise.Excellent written and verbal communication, across a variety of levels, both technical and management, with a passionate customer commitment.Practical production operations experience on AWS, Linux and Windows system administration, and security best practices.Excellent troubleshooting and problem solving skills, as well demonstrated success in high pressure production outages.Leadership skills, including creating vision, building support for and leading change, motivating others, setting a high example for delivering results and project management.Strong ability to continuously learn new technologies and customer applications.Bachelors Degree or equivalent in Computer Science, Information Systems, Engineering or related field. Provide technical leadership and direction as needed. Provide honest feedback and assistance to the team to excel in their roles and promote into the next level.Work with a global organization and are able to occasionally meet or perform tasks off-hours.
Degree: M.Com. (Commerce) | M.Pharm. (Pharmacy) | M.Sc. (Science) | MA (Arts) | MBA/ PGDM | MCA/ PGDCA

Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 12-17


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