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Cloud Operations Manager

2 months ago

Norcross, Georgia, United States USAN Full time
Job Title: Cloud Support Supervisor

Overview:

USAN is seeking a highly skilled Cloud Support Supervisor to lead our Cloud Operations Support team in delivering exceptional support to our software services solutions and AWS Managed Services clients. As the night shift supervisor, you will manage daily operations within our 24x7 Help Desk and Network Operations Center, ensuring that all team members are aligned with our commitment to operational excellence and customer satisfaction.

Responsibilities:

  • Team Leadership: Lead and manage the Cloud Operations Support team, providing guidance, coaching, and mentorship to ensure team members are performing at their highest potential.
  • Operational Oversight: Oversee daily operations of the 24x7 Help Desk and Network Operations Center, ensuring that all SLAs are met and that client issues are resolved promptly and efficiently.
  • Incident Management: Serve as the primary escalation point for complex or high-priority incidents, coordinating with Tier 3 support teams and other stakeholders to ensure swift resolution.
  • Performance Management: Conduct regular performance evaluations and provide constructive feedback to team members, fostering a culture of continuous learning and professional growth.
  • Documentation: Ensure proper documentation of all client interactions, troubleshooting steps, and resolutions within our ServiceNow IT Service Management (ITSM) solution.
  • Process Improvement: Monitor and analyze team performance metrics, identifying areas for improvement and implementing strategies to enhance service delivery and operational efficiency.
  • Collaboration: Collaborate with cross-functional teams, including product development, project management, and client success, to align support efforts with broader business goals.
  • Outage Recovery: Lead outage recovery efforts, managing communications, and coordinating resources to minimize impact on clients and ensure accurate and timely documentation of incident timelines.
  • Standard Operating Procedures: Drive the development and refinement of Standard Operating Procedures (SOPs), ensuring that best practices are documented and shared across the team.
  • Technical Acumen: Stay informed about the latest advancements in cloud technologies, AWS services, and industry best practices, ensuring that the team remains current and effective.

Requirements:

  • Leadership Experience: Proven leadership skills with experience managing or supervising a technical support or operations team.
  • Technical Expertise: Strong technical aptitude and an understanding of cloud technologies, AWS services, and IT Service Management (ITSM) practices.
  • Communication Skills: Excellent communication and interpersonal skills, with the ability to effectively manage client relationships and team dynamics.
  • Flexibility: Ability to thrive in a mission-critical, 24x7 environment, with flexibility to address urgent issues outside of standard working hours.
  • Professional Development: Commitment to ongoing professional development, including advanced AWS Certifications (Solutions Architect, SysOps Administrator, DevOps Engineer, etc.).
  • Education: Bachelor's degree in Information Technology, Computer Science, or a related field, or five years of cumulative industry experience in a related field.
  • Experience: Minimum of 3-5 years of experience in a cloud operations or technical support role, with at least 2 years in a supervisory or leadership capacity.
  • Escalation Management: Demonstrated experience in managing escalations, leading incident response efforts, and improving operational processes.
  • ITIL and ITSM: Familiarity with ITIL practices, as well as experience using ITSM tools to manage and track incidents and service requests.

Benefits:

  • Competitive Compensation: Competitive salary and comprehensive benefits package, with opportunities for leadership advancement.
  • Professional Growth: Access to ongoing training, certification programs, and professional development resources.
  • Dynamic Work Environment: A dynamic and collaborative work environment that values innovation, teamwork, and excellence.
  • Strategic Influence: Opportunities to influence the strategic direction of the Cloud Operations Support function and contribute to company-wide initiatives.