About this role
<p><strong>Role Overview</strong></p> <p>As the Senior Manager of Cloud Operations & Platform Support, you will be the guardian of our cloud ecosystem’s stability, scalability, and performance. You aren’t just "managing" a team;<br>you are orchestrating a high-stakes environment where uptime is the gold standard and continuous improvement is the cultural norm.</p> <p>You will lead a team of talented engineers, serving as the bridge between technical execution and strategic business goals. Whether you’re acting as the Incident Commander during a critical outage or steering the team toward CMMI maturity, your focus remains on delivering a seamless, high-quality experience for our stakeholders.</p> <p> </p> <p><strong>Core Responsibilities</strong></p> <p><br>1. Operational Excellence & SLA Management</p> <ul> <li>Ticket Lifecycle: Oversee the validation, categorization, and assignment of all incoming tickets to ensure no issue falls through the cracks.</li> <li>SLA Governance: Rigorously monitor Service Level Agreements (SLAs). You are responsible for ensuring the team meets or exceeds agreed-upon response and resolution times.</li> <li>Monitoring & Anomaly Detection: Implement proactive monitoring strategies to detect trends or risks before they impact service availability.</li> <li>Maintaining ISO27001 compliance (with comprehensive coverage for process and procedure)</li> <li>Working closely with Infosec on routine and ad-hoc activities such as access reviews and compliance with the latest policies relating to the security of our infrastructure</li> </ul> <p><br>2. Incident Leadership & Escalation</p> <ul> <li>Incident Commander: Take the lead during major service outages. You will coordinate the technical response, manage stakeholder communication, and ensure high-pressure situations are handled with composure.</li> <li>Timezone Authority: Serve as the primary escalation point within your designated timezone, providing guidance to on-call teams during off-hours and holidays.</li> <li>Post-Mortem Integrity: Ensure every major incident is followed by a comprehensive review that captures root causes and actionable prevention steps.</li> </ul> <p>3. Leadership & Team Development</p> <ul> <li>Capability Maturity: Guide the team through the CMMI framework, advancing process maturity and operational discipline.</li> <li>Mentorship: Foster a high-performance culture rooted in accountability, professional growth, and technical excellence.</li> <li>Training: Ensure the team is fully versed in all Standard Operating Procedures (SOPs) and equipped to handle evolving cloud technologies.</li> </ul> <p><br>4. Process & Knowledge Management</p> <ul> <li>SOP Management: Develop, review, and standardize all operational processes to align with industry best practices.</li> <li>Knowledge base: Maintain a robust internal library of troubleshooting guides, SOPs, and resolution steps.</li> <li>Preparedness: Execute regular operational drills (Disaster Recovery, Incident Response) to identify gaps in readiness.</li> </ul> <p><br>5. Continuous Improvement & Collaboration</p> <ul> <li>The Feedback Loop: Contribute at least three (3) data-driven improvement suggestions per quarter to the planning process, derived from operational trends and team feedback.</li> <li>Cross-Functional Synergy: Partner with Engineering, Security, and Compliance teams to ensure cloud operations remain secure, compliant, and aligned with broader organizational initiatives.</li> </ul> <p> </p> <p><strong>Required Qualifications & Skills</strong></p> <ul> <li>Experience: 8+ years in Cloud Operations or Infrastructure Support, with at least 3 years in a formal leadership/management capacity.</li> <li>Technical Depth: Strong understanding of cloud architecture (GCP preferred) and CMMI frameworks.</li> <li>Crisis Management: Proven track record as an Incident Commander or in a high-pressure NOC/Command Center environment.</li> <li>Communication: Exceptional ability to translate complex technical issues into clear updates for executive stakeholders.</li> <li>Analytical Mindset: Ability to leverage metrics and logs to drive process optimization and proactive risk mitigation.</li> </ul>