Cloud Operations Manager

Job Description

Job DescriptionCloud Operations ManagerExp : 10+ yrsLocation : BangaloreThis is a great opportunity to become part of PowerSchool s Cloud Operations team. The Cloud Operations team works in a growing and fast - paced environment managing multiple hosting platforms for a market leading education software company headquartered in United States. The Cloud Operations team manages andall facets of hosting infrastructure and software as a service (SaaS) , across a multitude of cloud platforms including AWS , Azure and Rackspace. Cloud Operationsis a group of collaborative and dynamic team of individuals , spread across multiple time zones , managing 30 applications for over 10 millionstudentsglobally. Our 24x7x365 operations center is setup in Bangalore which provides eyes - on - glass monitoring , alerting and rapid issue resolution to suit our requirements on availability and high performance of various cloud based applications.Provide leadership for 1st and 2nd line Cloud Operations team based in BangaloreParticipate in a managerial shift rotation to provide 24x7 coverage for the groupLead and provide guidance to the shift based Operations Center s staff on a day - to - day basisInterface with our internal & external stake holders e.g. , Technical Support team , Engineering , and other onshore and offshore teams to ensure highest level of customer satisfactionCollaborate with other Operations Center s managers in managing the 24x7 shift rotation for staffCoach , train , and develop Operations Center s staff to continuously improve performanceManage the Monitoring application performance , availability and execution of run books to prevent outages and restore service to maximize availabilityLead and actively manage established Incident , Problem , Change and Service Request fulfillment processes based on ITIL frameworkCoordinate with USA based Cloud Operations team to improve on system monitoring and run books on continuous basisDefine clear performance goals and objectives and follow up / coach with employees on progressManage and assess team staffing needs , and available capacity against routine workloadsIdentify areas of opportunities and improve processes to exceed pre - defined SLA obligationsManaging the monitoring , support , maintenance , and deployment of PowerSchool products in various cloud platformsLead the team members in implementing work demand reduction efforts by focusing on proactive issue prevention and root cause resolutionLead Major Incidents process and drive activities to minimize service disruption durationCollaborate with fellow leaders in conducting daily health checks on PowerSchool s software solutions to prevent impact on customers users Creation of key metrics , processes , workflow and reporting to actively manage , measure , and validate performance at the individual and organization levels while tracking against strict SLAsManage incidents through the entire lifecycle : Identification , Logging , categorization , prioritization , diagnostic , escalation , resolution and closureEnsure adherence to Service Levels Agreements for both response and resolution timesEscalate as appropriate to colleagues and management to ensure timely issue resolution Strictly adhere to PowerSchool operational procedures , policies , reporting and escalation standardsLead internal documentation and runbooks creation covering all aspects of team activitiesManage and actively lead / comply with Change and Release management processDefine standards , guidelines and quality with respect to team deliverables. What You Will Need to Succeed : What You Will Need to Succeed : Must be willing to work shift rotation schedule including night and weekend shiftsMinimum of 6 years of experience in managing technical engineers , application support and Cloud infrastructure in a 24x7 settingExperience with managing Cloud platforms e.g. , AWS , Azure , and conventional data centersStrong experience managing in a structured environment using best in class processes and frameworks.Hands on experience managing Incident , Service Requests , and Change managements.ITIL certification is highly desirableExperience in applications / infrastructure monitoring and monitoring tools such as Nagios , New Relic , PagerDuty , etc.Experience in large scale application releases / deployment and Change ManagementATTRIBUTES : Even temperament to manage work even under stressful circumstancesAbility to work effectively , add value as a team manager , asserting a leadership role for the teamAbility to teach other members of the team and act as a mentor as requiredMust be able to coordinate across various groups and functional teamsAbility to perform tasks and manage team with little supervisionDemonstrated ability to implement , drive and track tasks and projects,

Keyskills :
salesdeliverycustomerrelationsmarketingmanagementsoftwareasaservice3rdpartyrelationshipsnewrelicrootcausekeymetricsservicelevelsmonitissueresolutionngtoolskeffectivelytechnicalsuppo