Direct message the job poster from XebiaWith over 20 years of experience, our global network of passionate technologists and pioneering craftsmen deliver cutting-edge technology and game-changing consulting to companies on the brink of transformation. Since 2001, we have grown from a Java company into a full-service digital consulting company with 5,500+ professionals working on a worldwide ambition.We are organized in complementary service lines – teams with a tremendous amount of knowledge and experience within a particular field, such as Agile, DevOps, Data and AI, Cloud, Software Technology, Functional Programming, Intelligent Automation, and Microsoft.We help the world’s top 250+ companies and category leaders overcome digital challenges, embrace innovation, adopt new technology, and implement new business models. In addition to high-quality consulting, we also provide offshoring and nearshoring services.Job Title: Technical Project Manager (Cloud Support Operations)Location: LATAMAbout The RoleAs a Technical Project Manager at Xebia, you'll lead a support operations team for client software platforms built on Google Cloud Platform (GCP). This mid-level position requires someone who can balance technical understanding, operational excellence, and team leadership to deliver outstanding L1/L2 support services guided by metrics and continuous improvement, with particular emphasis on High-Performance Computing (HPC) environments and practices.This role offers an exciting opportunity to lead technical support operations for complex cloud-based platforms, including sophisticated HPC environments while driving continuous service improvement in a fast-paced consulting environment.What you'll do:Oversee a support team (4 engineers), coordinate with cross-departmental engineering teams, and ensure smooth operations across UK and US time zonesManage team schedules and performance while facilitating effective communication between support and engineering teamsMonitor and report on key performance metrics, SLA adherence, and service trends through monthly status reportsEnsure alignment with business goals and customer satisfaction for platforms including Data Platforms, Knowledge Graph, AI/ML Platforms, and HPC environmentsLead ticket management for various platforms including HPC (~100/month), AI/ML (~50-75/month), and Data Pipeline Operations (~10/month)Coordinate support for HPC workflows, including job scheduling, resource allocation, parallel computing issues, and cluster performance optimizationCollaborate with product development teams and engineering resources to optimize support processesIdentify trends in support issues and implement proactive measures to reduce recurring problemsCoordinate technical dependencies between support activities and client resourcesSupport teams utilizing HPC practices for computational workflows, simulation workloads, and large-scale data processingWhat you Bring:Basics3+ years of experience in technical support or project management, preferably with GCP environmentsUnderstanding of Google Cloud services including BigQuery, Workflows, Batch, Dataproc, Dataflow, Cloud Run, and GCSFamiliarity with HPC concepts including job schedulers (e.g., Slurm, LSF), parallel computing frameworks, and compute cluster architecturesKnowledge of HPC workload management, resource allocation, and performance optimization techniquesExperience supporting scientific computing environments, computational pipelines, or simulation workloadsProven experience managing support teams and implementing support processesStrong analytical skills with an ability to interpret support metrics and implement improvementsExcellent communication and stakeholder management abilitiesExperience working with ticketing systems and support workflowsDemonstrated leadership in coordinating technical teams across multiple time zonesSelf-motivated with excellent problem-solving abilitiesRecommendedProject Management certification (PMP, PRINCE2, or equivalent) or equivalent experienceCloud certification (Google Cloud, AWS, or Azure) or equivalent experienceExperience with HPC in cloud environments, particularly GCP's HPC offeringsUnderstanding of containerized HPC workloads and orchestrationKnowledge of scientific computing software stacks and libraries commonly used in HPCExperience implementing or managing ITIL or similar service management frameworksBackground in data science, machine learning, or high-performance computing, a plusPrevious experience in pharmaceutical or life sciences industries, a plusKnowledge of ServiceNow administration and workflow configurationExperience with continuous improvement methodologies (Lean, Six Sigma) or on-the-job experienceUnderstanding of infrastructure as code and automation principles for HPC environmentsWhat we OfferA competitive salary and benefits package aligned with local market benchmarks.Health insurance to ensure your well-being.A training and development budget to support your continuous learning and growth.Seniority levelMid-Senior levelEmployment typeFull-timeJob functionProject ManagementIndustriesIT Services and IT Consulting #J-18808-Ljbffr