Cloud Operations Manager

🕒 Outubro 21

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

⚙️ Operações

👻 Score fantasma 18%

O que significa: a chance de ninguém estar realmente contratando para esta vaga.Como ler: 60% ou mais significa que achamos que é uma vaga fantasma. Pontuações mais baixas preocupam menos.Como pontuamos: tempo em aberto, republicações, vagas abertas vs tamanho do time, rapidez para fechar vagas, e se o salário está divulgado.Observação: é uma estimativa de dados públicos, não um julgamento da empresa. Vagas reais podem ter pontuação alta, então use como uma dica, não como um fato.

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Atmosera

SiteLinkedInTodas as Vagas

51 - 200 funcionários

☁️ SaaS

🔒 Cibersegurança

Cloud Computing • SaaS • Cybersecurity

A Atmosera é uma provedora líder de serviços de transformação especializada em soluções Microsoft Azure. Eles capacitam organizações a adotar, proteger e otimizar seus ambientes Azure, oferecendo serviços gerenciados, segurança na nuvem e treinamento técnico. Com foco em tecnologia moderna e expertise humana, a Atmosera oferece serviços em migração para Azure, desenvolvimento de aplicativos, DevOps, modernização de dados e segurança. Eles foram reconhecidos por sua excelência com o nível mais alto de Certificação Microsoft, garantindo serviço de alta qualidade e satisfação do cliente.

Descrição

• Lead either the Technician team responsible for initial client support and ticket management or the Administrator/Engineer team responsible for advanced administration, engineering, and escalated technical work • Own the performance, development, service quality, and continuous improvement of the assigned team • Partner with the peer Client Operations manager to create a connected operating model and seamless client experience • Coach and develop employees • Hire and onboard employees • Conduct workforce planning, capacity management, and 24x7 coverage planning • Oversee ticket health, workload, escalations, and incident, problem, and change practices • Use service data, automation, and AI to improve quality, efficiency, and scalability • Maintain operating procedures, technical documentation, and client-specific runbooks • Ensure employees are trained and appropriately authorized for their work • Partner with Client Success, Professional Services, Security Operations, Compliance, and other stakeholders to support client environments and service transitions • Coordinate operational priorities, major incident response, cross-team improvements, and temporary leadership coverage • Build a capable, accountable, and client-focused team • Develop future leaders and strengthen operational discipline • Deliver measurable improvements in service performance and client experience • Within 90 days, understand the Client Operations organization, service delivery model, client portfolio, tooling, escalation paths, compliance requirements, and ITIL-based processes; assess team capabilities and identify an operational improvement • Within one year, lead a high-performing team, improve service performance and scalability, and build repeatable operating practices, processes, runbooks, automation opportunities, and service improvements

🎯 Requisitos

• Five or more years of experience in cloud operations, infrastructure operations, managed services, technical support, engineering, or service delivery • At least three years directly managing technical teams • Experience leading a technical support, service delivery, engineering, operations, or managed services team in a fast-paced environment • Strong working knowledge of Microsoft Azure infrastructure and cloud operations • Technical depth and troubleshooting expertise to guide Technician or Administrator/Engineer teams • Experience hiring, onboarding, coaching, evaluating, and developing employees • Ability to establish expectations and development plans and support career progression and certification attainment • Experience owning service delivery for an assigned team in a 24x7 environment • Experience with workforce and capacity planning, schedules, shift and on-call coverage, ticket health, workload management, and service quality • Ability to prioritize, route, document, escalate, and resolve work according to service commitments • Ability to lead or support major incidents and enforce incident, problem, and change practices • Ability to maintain escalation paths, operating procedures, technical documentation, and client-specific runbooks • Ability to ensure employees are trained and appropriately eligible, authorized, and assigned for regulated work • Ability to pass a federal background check for Public Trust Fitness • Clear, calm, and effective written and verbal communication skills • Ability to report KPIs, service performance, emerging risks, incident summaries, improvement priorities, and recommended actions • Experience partnering across operational teams and support functions • Ability to coordinate staffing, priorities, escalations, major incidents, service transitions, and continuous improvement • Ability to support audits, evidence collection, and remediation • Ability to use service and workforce data to identify trends, root causes, resource needs, and operational risks • Experience owning and reporting KPIs such as SLA attainment, response and resolution time, escalation rate, backlog, ticket aging, change success rate, service quality, automation adoption, and client satisfaction • Demonstrated ability to improve processes, tooling, training, monitoring, documentation, automation, or AI-assisted workflows • Nice to have: managed services provider experience, Microsoft Azure certifications, ITIL certification, Azure Lighthouse, Azure Monitor, Azure Arc, Azure Policy, Azure Automation, PowerShell, AIOps, Copilot-enabled workflows, regulated-environment support, distributed-team leadership, IT security practices, and Zendesk or ServiceNow experience

🏖️ Benefícios

• Competitive salaries commensurate with experience and skills • 100% company match on 401(k) contributions up to 4% of salary • Performance-based compensation with bonus potential in addition to base salary • 100% employer-paid health, vision, and dental insurance for employees • Company-paid life, AD&D, and short- and long-term disability insurance • Three weeks of paid time off • 11 paid holidays • Paid community service leave • Employee recognition and reward program • Ability to work from home or from a local US office

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