Job Description
As a world-leading multi-cloud services company and go-to strategic partner for Amazon Web Services, Google Cloud and Microsoft Azure, we’re on a mission to elevate technology and people so they can reach new heights. Empowerment for growth, learning, and success is what we do for our customers and colleagues alike.
As a Cloudreacher you’ll belong to a diverse and dynamic growing global community, playing an integral role in crafting an industry at the forefront of technological transformation - All whilst having plentiful opportunities to progress in your career.
We passionately believe that innovation is something that’s embodied. Our culture is key to who we are and what we can deliver. When we look ahead, we see a bright future filled with potential!
What will your role be?
The Senior Cloud Operations Manager leads a high-performing engineering and service team of Cloudreach engineers as part of our market-leading Managed Services. Your primary focus will be ensuring the highest quality of service is delivered consistently to our managed service customers.
Key Responsibilities
• Leadership of a core operations engineering team, promoting the growth and continual personal development of the engineers
• Resource and Workload Planning - Ensuring shifts are adequately resourced and workload is prioritised and distributed effectively
• Customer Satisfaction & Retention - Focus on delighted customers who look to retain Cloudreach as a partner
• Employee Engagement - Maintain a motivated and engaged engineering team
• Customer Onboarding - Onboard customers efficiently and exceed customer expectations
• Improve Tooling and Automation
• Reduce TOIL and increase operational throughput through the identification and execution of automation opportunities for customers and the internal team.
• Lead on providing feedback/user stories/documentation to the Platform team
• Identify ways in which future cases can be solved faster. Suggest improvement areas with detailed evidence to support.
• Continuous Improvement
• Take proactive ownership of the customer and general process improvements
• Lead the adoption of best practices and technologies (including but not exclusively APIs, software system design, pipelining, IaC). Is able to align technical improvements to business objectives.
• Customer Engagement
• Timely and professional communication with customers throughout case handling, customer inquiries, and issue resolution. Follows best practices in order to delight the customer and achieve NPS and ticket satisfaction KPIs.
• Leads customer discussions and resolves conflicts between the customer and Cloudreach goals.
• Documentation
• Ensure all pertinent information is recorded in Knowledge Base, using communication and planning tools such as ITSM, Github, Confluence, GSuite.
• Responsible for ensuring customer-related documentation remains updated and reviews new submissions for relevance. Prepares and publishes internal and external runbooks and SOPs.
• Writes and reviews internal training materials and ensures that documentation is clear, concise, and accessible for all audiences from internal to external.
• Incident/Issue Management
• Uses expertise and expansive experience to identify the root of a problem and develop solutions to complex issues. Able to run large incidents and handle escalations. Escalation point for intractable issues, especially in areas of specialism. Leads tooling improvement suggestions and document creation.
• Lead both internal and external communications and manage customer expectations.
• Project Management
• Take the lead on larger, sometimes highly complex projects where outcomes are typically defined, but approach undetermined. Cross-delivery team project ownership (FinOps, Security, Professions), including technical direction (architecture) and facilitation.
• Pre-Sales
• Regularly involved in the support of pre-sales activities for all prospective customers, with a particular focus on enterprise/complex customers. Helping to ensure that the customer’s requirements are understood by the team and enabling the best possible customer experience.
• Service Level Compliance
• Provide coaching and oversight to ensure that customer requests are dealt with following the appropriate process, to the expected standard, and within the agreed timeframe set out in our customer service level agreements, highlighting and contributing to any proactive measures or improvements that can be taken to ensure ongoing
• Carry out proactive measures and help to close technical skills gaps in the engineering team that may result in avoidable delays in resolution.
• Identify and implement any changes needed to SLAs.
What are we looking for?
• People management experience in an operational environment
• Good commercial awareness of our Managed Services solutions to large enterprise customers including supporting our commercial teams with scoping and pricing new Managed Services proposals plus contributing to the creation of customer contracts
• Experience in managing expectations across internal and external customers, stakeholders, and Executives. Examples of meeting SLAs and demonstrated ability to translate complex business outcomes into technical requirements
• ITIL experience is expected
• Can execute complex changes in a cloud environment as code (using Terraform and Python).
• Extensive scripting experience or coding experience
• Has experience with CI/CD or Release Engineering
• Has helped design an App Development, Data & Analytics, Architecture or Security solution for customers
• Has experience in successfully implementing enterprise solutions in the cloud using a vast range of cloud technologies and one cloud platform (AWS, Azure, GCP)
• Has deployed software at scale and is experienced with configuration management tools, automation tools, and monitoring solutions
• Can work with both legacy customers (CAB etc…) and modern customers (Configuration as Code etc…).
• Can concisely explain different deployment methodologies (rolling, canary, blue/green etc) to customers and peers.
Experience Required
Typically Bachelor’s degree with 8+ years of experience or equivalent professional experience
CSP certified with at 1 Pro-level cloud and/or specialty certifications across 2 different CSPs - this can be targeted within an agreed probationary period if not already gained.
What We Offer:
Becoming a Cloudreacher gives you much more than a job title. We reward your skills and expertise by delivering value back, through the Cloudy Deal:
• Giving you flexibility: We’re open to you working how you want, where you want. You’ll feel immediately plugged in with a Macbook for the office and beyond, and BYOD allowance to help you stay connected.
• Career Development: You'll find constant opportunities to tackle new roles and grow with Cloudreach, as well as training, mentoring, and continuous feedback to boost your expertise and give you career-enhancing skills. Expand your mind through our excellent learning platforms (A Cloud Guru, Udemy, Atos University) as well as access to our Cloud-partner trainings, to become a fully-fledged Cloudreacher before you know it.
• High Impact: We want you to make a personal impact: delivering results that help grow the business and make a difference to our customers, your colleagues, and your community. Job happiness at its best.
• Culture & Engagement: We have a dynamic and inclusive working environment built for collaboration, flexibility, openness – and fun, with managers and team members who listen, engage, and empower your actions. We focus on being ‘culture add not culture fit’ where everyone can bring their whole authentic selves to work
• Recharging your batteries: When you need time to recharge, our uncapped holiday allowance will do the trick. We also help take care of your mind and body through our health and wellness programmes, and sustain you throughout the day from our well-stocked office kitchens.
• Connecting you: Whether it’s in our Pets slack channels, on Team socials or as part of a wider Hub event we bring everyone together to bond. Wherever, whenever and however - People are at the heart of everything we do.
We strive to remove barriers, eliminate discrimination, and ensure equal opportunity through our transparent recruitment process. We are open to all groups of people without regard to age, disability, marital status, gender identity, race, colour, ****** orientation, religion, military status, veteran status, or any other legally protected characteristic.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. If you would like to request accommodation, or have any questions, please contact [email protected]
• Your dedicated TA Partner will be happy to assist you
As a Cloudreacher you’ll belong to a diverse and dynamic growing global community, playing an integral role in crafting an industry at the forefront of technological transformation - All whilst having plentiful opportunities to progress in your career.
We passionately believe that innovation is something that’s embodied. Our culture is key to who we are and what we can deliver. When we look ahead, we see a bright future filled with potential!
What will your role be?
The Senior Cloud Operations Manager leads a high-performing engineering and service team of Cloudreach engineers as part of our market-leading Managed Services. Your primary focus will be ensuring the highest quality of service is delivered consistently to our managed service customers.
Key Responsibilities
• Leadership of a core operations engineering team, promoting the growth and continual personal development of the engineers
• Resource and Workload Planning - Ensuring shifts are adequately resourced and workload is prioritised and distributed effectively
• Customer Satisfaction & Retention - Focus on delighted customers who look to retain Cloudreach as a partner
• Employee Engagement - Maintain a motivated and engaged engineering team
• Customer Onboarding - Onboard customers efficiently and exceed customer expectations
• Improve Tooling and Automation
• Reduce TOIL and increase operational throughput through the identification and execution of automation opportunities for customers and the internal team.
• Lead on providing feedback/user stories/documentation to the Platform team
• Identify ways in which future cases can be solved faster. Suggest improvement areas with detailed evidence to support.
• Continuous Improvement
• Take proactive ownership of the customer and general process improvements
• Lead the adoption of best practices and technologies (including but not exclusively APIs, software system design, pipelining, IaC). Is able to align technical improvements to business objectives.
• Customer Engagement
• Timely and professional communication with customers throughout case handling, customer inquiries, and issue resolution. Follows best practices in order to delight the customer and achieve NPS and ticket satisfaction KPIs.
• Leads customer discussions and resolves conflicts between the customer and Cloudreach goals.
• Documentation
• Ensure all pertinent information is recorded in Knowledge Base, using communication and planning tools such as ITSM, Github, Confluence, GSuite.
• Responsible for ensuring customer-related documentation remains updated and reviews new submissions for relevance. Prepares and publishes internal and external runbooks and SOPs.
• Writes and reviews internal training materials and ensures that documentation is clear, concise, and accessible for all audiences from internal to external.
• Incident/Issue Management
• Uses expertise and expansive experience to identify the root of a problem and develop solutions to complex issues. Able to run large incidents and handle escalations. Escalation point for intractable issues, especially in areas of specialism. Leads tooling improvement suggestions and document creation.
• Lead both internal and external communications and manage customer expectations.
• Project Management
• Take the lead on larger, sometimes highly complex projects where outcomes are typically defined, but approach undetermined. Cross-delivery team project ownership (FinOps, Security, Professions), including technical direction (architecture) and facilitation.
• Pre-Sales
• Regularly involved in the support of pre-sales activities for all prospective customers, with a particular focus on enterprise/complex customers. Helping to ensure that the customer’s requirements are understood by the team and enabling the best possible customer experience.
• Service Level Compliance
• Provide coaching and oversight to ensure that customer requests are dealt with following the appropriate process, to the expected standard, and within the agreed timeframe set out in our customer service level agreements, highlighting and contributing to any proactive measures or improvements that can be taken to ensure ongoing
• Carry out proactive measures and help to close technical skills gaps in the engineering team that may result in avoidable delays in resolution.
• Identify and implement any changes needed to SLAs.
What are we looking for?
• People management experience in an operational environment
• Good commercial awareness of our Managed Services solutions to large enterprise customers including supporting our commercial teams with scoping and pricing new Managed Services proposals plus contributing to the creation of customer contracts
• Experience in managing expectations across internal and external customers, stakeholders, and Executives. Examples of meeting SLAs and demonstrated ability to translate complex business outcomes into technical requirements
• ITIL experience is expected
• Can execute complex changes in a cloud environment as code (using Terraform and Python).
• Extensive scripting experience or coding experience
• Has experience with CI/CD or Release Engineering
• Has helped design an App Development, Data & Analytics, Architecture or Security solution for customers
• Has experience in successfully implementing enterprise solutions in the cloud using a vast range of cloud technologies and one cloud platform (AWS, Azure, GCP)
• Has deployed software at scale and is experienced with configuration management tools, automation tools, and monitoring solutions
• Can work with both legacy customers (CAB etc…) and modern customers (Configuration as Code etc…).
• Can concisely explain different deployment methodologies (rolling, canary, blue/green etc) to customers and peers.
Experience Required
Typically Bachelor’s degree with 8+ years of experience or equivalent professional experience
CSP certified with at 1 Pro-level cloud and/or specialty certifications across 2 different CSPs - this can be targeted within an agreed probationary period if not already gained.
What We Offer:
Becoming a Cloudreacher gives you much more than a job title. We reward your skills and expertise by delivering value back, through the Cloudy Deal:
• Giving you flexibility: We’re open to you working how you want, where you want. You’ll feel immediately plugged in with a Macbook for the office and beyond, and BYOD allowance to help you stay connected.
• Career Development: You'll find constant opportunities to tackle new roles and grow with Cloudreach, as well as training, mentoring, and continuous feedback to boost your expertise and give you career-enhancing skills. Expand your mind through our excellent learning platforms (A Cloud Guru, Udemy, Atos University) as well as access to our Cloud-partner trainings, to become a fully-fledged Cloudreacher before you know it.
• High Impact: We want you to make a personal impact: delivering results that help grow the business and make a difference to our customers, your colleagues, and your community. Job happiness at its best.
• Culture & Engagement: We have a dynamic and inclusive working environment built for collaboration, flexibility, openness – and fun, with managers and team members who listen, engage, and empower your actions. We focus on being ‘culture add not culture fit’ where everyone can bring their whole authentic selves to work
• Recharging your batteries: When you need time to recharge, our uncapped holiday allowance will do the trick. We also help take care of your mind and body through our health and wellness programmes, and sustain you throughout the day from our well-stocked office kitchens.
• Connecting you: Whether it’s in our Pets slack channels, on Team socials or as part of a wider Hub event we bring everyone together to bond. Wherever, whenever and however - People are at the heart of everything we do.
We strive to remove barriers, eliminate discrimination, and ensure equal opportunity through our transparent recruitment process. We are open to all groups of people without regard to age, disability, marital status, gender identity, race, colour, ****** orientation, religion, military status, veteran status, or any other legally protected characteristic.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. If you would like to request accommodation, or have any questions, please contact [email protected]
• Your dedicated TA Partner will be happy to assist you
💡 Quick Summary
Seeking a career-building opportunity? The Senior Cloud Operations Manager position is now open for candidates interested in the MIS Executive sector. This role in Pune offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in MIS Executive is a plus.
