Cloud Operations Manager

Work set-up: 
Full Remote
Contract: 
Full time
Experience: 
Senior (5-10 years)
Work from: 
Oregon (USA)

Offer summary

Qualifications:

Minimum of 5 years experience leading technical support teams, preferably in cloud environments., Solid working knowledge of Microsoft Azure and systems administration., Familiarity with ITIL best practices and incident, problem, and change management processes., Relevant industry certifications such as ITIL or Azure Administrator are preferred..

Key responsibilities:

  • Lead and manage a support team operating in a 24/7 support model.
  • Oversee incident resolution, service requests, and team performance.
  • Develop and maintain documentation for standard operating procedures and runbooks.
  • Collaborate with cross-functional teams to ensure service quality and process improvements.

Atmosera logo
Atmosera Information Technology & Services SME https://www.atmosera.com/
51 - 200 Employees
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Job description

Atmosera empowers businesses to redefine whats possible with modern technology and human expertise. Our exceptional experience across Applications, Data & AI, DevOps, Security, and the Microsoft Azure platform enables organizations to accelerate innovation, enhance security, and optimize operational agility. As a Microsoft Partner with nine specializations, GitHub AI Partner of the Year, a member of the GitHub Advisory Board, and a member of the prestigious Microsoft Intelligent Security Association (MISA), Atmosera expertly delivers cuttingedge, integrated solutions that deliver business value.

As a Cloud Operations Manager at Atmosera, you will play a pivotal role in ensuring our clients receive unparalleled support and service. If fanatical client support is what drives you, then this is the role for you. You will lead and inspire a team of skilled support technicians and administrators operating in a 24x7x52 support model, fostering a culture of collaboration, accountability, and continuous improvement. Your passion for technology and dedication to client success will be instrumental in maintaining Atmoseras reputation as a trusted partner.

What Youll Do
  • Lead and manage a highperforming team of support technicians, administrators and engineers, fostering a culture of ownership, accountability, and operational excellence in a 24752 ITIL based support model.
  • Cultivate a group culture of helpfulness, support, and collaboration which has client outcomes in mind.
  • Oversee all aspects of the cloud support teams operations, including daily task management, performance monitoring, incident resolution, service requests, and professional development.
  • Lead troubleshooting and incident management efforts, both from a technical andor procedural perspective, ensuring adherence to incident, problem, and change management processes, and escalate issues to other teams when necessary.
  • Develop, maintain, and train on documentation for standard operating procedures, best practices, and clientspecific runbooks.
  • Collaborate effectively with crossfunctional teams to communicate needs, share feedback, and ensure alignment on ongoing projects and upcoming events.
  • Analyze support data to identify trends, implement process improvements, and reduce incident rates.
  • Ensure compliance with industry compliance standards such as FedRAMP, HIPAA, HiTRUST, IRS1075, and others.
  • Champion operational initiatives and drive process improvements.

  • The Skills Youll Need
  • Client Focus: Passion for delivering outstanding client service and building strong client relationships.
  • Leadership and Communication: Demonstrate exceptional leadership by fostering a highperforming, collaborative team environment where employees are empowered, engaged, and committed to continuous improvement and delivering outstanding client experiences. Effectively communicate internally and externally to audiences ranging from internal contributor to executive.
  • Technical Expertise: Solid understanding of Azure, systems administration, and ITIL best practices as well as expert troubleshooting experience in cloud infrastructure.
  • ProblemSolving and Analytical Skills: Ability to analyze complex technical issues, identify root causes, and implement effective solutions.
  • Adaptability and Resilience: Thrive in a dynamic and fastpaced environment, effectively managing multiple priorities and deadlines.

  • Qualifications
  • 5+ years of experience leading technical support teams, preferably in a cloud environment.
  • Solid working knowledge of Azure. How to manage and maintain it.
  • Experience with incident, problem, and change management processes.
  • Familiarity with ITIL best practices and service management frameworks.
  • Excellent communication, interpersonal, and leadership skills.
  • Passion for client service and commitment to exceeding expectations.
  • Ability to pass a federal background check for Public Trust Fitness.

  • Preferred Qualifications:
  • Relevant industry certifications (e.g., ITIL, Azure Administrator).
  • Knowledge of IT security best practices.
  • We value our employees and are committed to providing a comprehensive and competitive benefits package designed to support your wellbeing and financial security. Heres what you can look forward to:

    Financial Security & Growth:
    Competitive Salary: We offer competitive salaries commensurate with experience and skills.
    Generous 401(k) Plan: Secure your financial future with our generous 401(k) plan, featuring a 100% company match on your contributions up to 4% of your salary! This is a fantastic opportunity to build your retirement savings with our support.
    PerformanceBased Compensation: Your hard work and dedication will be recognized and rewarded through our performancebased compensation program, which includes bonus potential in addition to your base salary.

    Health & Wellbeing:
    100% EmployerPaid Health, Vision, and Dental Insurance for employees: Say goodbye to expensive premiums! We cover 100% of the cost of your health, vision, and dental insurance premiums, saving you potentially thousands of dollars each year. Focus on your health, not your healthcare costs.
    CompanyPaid Life, AD&D, Short and LongTerm Disability Insurance: We provide companypaid life, accidental death & dismemberment, and short and longterm disability insurance to protect you and your family.

    Time Off & WorkLife Balance:
    Generous Paid Time Off (PTO): Enjoy a healthy worklife balance with three weeks of paid time off, allowing you to relax, recharge, and pursue your personal interests. This flexible PTO can be used for vacation, personal time, or sick leave.
    11 Paid Holidays: We observe 11 paid holidays throughout the year, giving you additional time to spend with family and friends.
    Community Service Leave: We believe in giving back to the community and offer paid time off for you to volunteer with organizations that are meaningful to you.

    Additional Perks & Recognition:
    Employee Recognition and Reward Program: We celebrate and reward outstanding performance and contributions through our employee recognition program. We value your dedication and are committed to showing our appreciation.

    This is a fulltime position in the United States with the ability to work from home, or from one of our many US offices if local.
    Atmosera is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. All employment is decided on the basis of qualifications, merit, and business need.
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    Required profile

    Experience

    Level of experience: Senior (5-10 years)
    Industry :
    Information Technology & Services
    Spoken language(s):
    English
    Check out the description to know which languages are mandatory.

    Hard Skills

    Information Technology Infrastructure LibraryMicrosoft AzureClient ServicesIncident ManagementChange ManagementSystem AdministrationProblem ManagementInformation Technology Infrastructure LibraryAzure Active DirectoryGeneral Security

    Other Skills

    • Leadership
    • Communication
    • Analytical Skills
    • Troubleshooting (Problem Solving)
    • Social Skills
    • Teamwork
    • Adaptability
    • Resilience
    Are you interested?

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