Cloud Operations Role Overview The Cloud Operations Manager is responsible for ensuring seamless delivery of managed services and maintaining strong client relationships. This role combines leadership, knowledge management, and customer engagement to ensure Service Level Agreement (SLA) compliance, service optimization, and client satisfaction. Key Responsibilities: - Lead client engagements from initiation to completion, ensuring alignment with objectives and maintaining open, transparent communication channels. - Initiate and manage engagement activities, including internal meetings, RACI matrices, documentation creation, and engagement planning for high-profile clients. - Act as the primary technical project management reference during implementations, ensuring client expectations are met and commitments fulfilled. - Oversee daily managed AWS Cloud service operations, ensuring SLA compliance and consistent achievement of Key Performance Indicators (KPIs). - Develop and implement best practices to enhance operational reliability and efficiency. Customer Relationship Management: - Build and maintain strong, long-term relationships with clients, partners, and internal teams, acting as a trusted advisor throughout the engagement lifecycle. - Manage client-related internal processes, including scheduling, financial oversight, and resource allocation. Knowledge Management: - Adopt and extend Knowledge Management Practice to systematically document operational insights, solutions, and best practices. - Collaborate with teams to maintain a robust knowledge base, including playbooks, runbooks, FAQs, and incident reports. - Promote knowledge-sharing practices to improve operational efficiency and prevent redundant efforts. - Regularly review and update knowledge artifacts to align with evolving operational and customer needs. Operational Excellence: - Lead initiatives to optimize processes, reduce costs, and elevate service quality across cloud operations. - Analyze trends to proactively recommend and implement solutions that improve operational performance. - Ensure continuous monitoring and clear visibility of all technical and operational aspects, providing stakeholders with precise and actionable updates. Team Leadership & Workload Management: - Manage team workloads to ensure balanced distribution and focus on professional growth. - Apply agile methodologies and best practices to enhance team delivery and efficiency. - Monitor team performance, providing actionable strategies to sustain and boost morale and productivity. Metrics and Reporting: - Track, analyze, and report on key metrics such as SLA compliance, operational efficiency, customer satisfaction, and knowledge base utilization. - Provide clear visibility into progress, risks, and accomplishments through regular updates and reporting. Visibility and Communication: - Maintain high visibility of ongoing operations via dashboards, reports, and regular meetings with stakeholders. - Facilitate effective communication between teams and clients to prevent service interruptions and ensure alignment. Required Qualifications & Skills Experience: - At least 3 years of experience in cloud operations, IT managed services, or a related field. - Proven track record in customer-facing roles, such as Operations Manager, Project Manager, lead Manager or similar positions. Technical Expertise: - Deep understanding of AWS services, tools, and best practices. - Familiarity with ITIL processes and cloud service management frameworks. - Hands-on experience with knowledge management systems and practices. Leadership and Management: - Demonstrated ability to mentor and lead teams to success. - Expertise in scheduling, resource allocation, and risk management. Communication Skills: - Excellent verbal and written communication abilities for diverse audiences. - Strong capability to deliver clear, actionable reports and presentations. Benefits include Time Flexibility, Healthcare, Access to Streaming and Training Platforms, Mentorship & Career Growth. At Clouxter, people and culture are most important. We value continuous learning paths and provide unique opportunities for this.