Director Cloud Operations

Job Description

Job DescriptionThe 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 and all facets of hosting infrastructure and software as a service (SaaS), across a multitude of cloud platforms including AWS, Azure and Rackspace. Cloud Operations is a group of collaborative and dynamic team of individuals, spread across multiple time zones, managing 30 applications for over 10 million students globally. Our 24x7x365 Operations Center is setup in Bangalore which provides eyes- on- glass monitoring, alerting, rapid issue resolution, and new code deployment to suit our requirements on availability and high performance of various cloud- based applications.Essential Duties ResponsibilitiesProvide leadership to 4 Operation Center s managers and help execute organization s 24x7 visionImplement uniform best practices for Operations and improve availability of all cloud- based applicationsMatrix management of all staff within the Operations Center and drive productivityIdentify Operations staff development needs and implement a plan to grow and/ or train staff in applicable skillsets, specializations and certifications as necessaryImplement a 24x7 operational model based on ITIL best practices including Incident Management, Service Requests Fulfillment, Monitoring and Release/ Deployment ManagementAccountable for the implementation of application and infrastructure monitoring, incident management and change management workflows, and backup and recovery plans for our cloud- based SaaS products.Accountable for executing on the vision of 80% issue resolution rate from the Operations CenterInterface with our internal external stake holders e.g., Technical Support team, Engineering, and other onshore and offshore teams to ensure highest level of customer satisfactionMeasure and report progress against performance and improvement objectives Implement strategy to improve first time fix rate by 30% during first yearEvolve infrastructure, support, and deployment strategies to enable our goal of 99.9% up time and quick turnaround of product deploymentsContinuously improve the Operations Center team s performance and capabilities.Collaborate with the engineering, Service, and Support teams to improve software delivery, configuration, monitoring and operation.Implement information security best practices for the environments under the control of Operations Center teamIdentify areas of opportunities and improve processes to exceed pre- defined SLA obligationsPartner with USA based Cloud Operations team to improve operational strategiesMaintain and improve Cloud Operations Change Management processPerforms any HR related tasksOther duties as assignedQualifications Include:10+ years technical management5+ years managing infrastructure/ application support in a public cloud environmentMinimum 5 years of exposure to managing use of SaaS and/ or IaaS services to best practicesBachelor s degree in Computer Science or Information Technologies required Master s degree in business or technology a preferred A rich set of experience across application support, Service Request fulfillment and release management tools and best practicesExperience with Infrastructure security, Automation and Application managementExcellent verbal and written communication skillsAnalytical mindset with great problem- solving skillsAdaptable to changing business needs, conditions and work responsibilitiesAbility to thrive in a fast- paced, results- driven, and team- oriented environmentExcellent ability to organize and manage competing priorities,

Keyskills :
softwareasaservice trainstaff recoveryplans computerscience issueresolution quickturnaround changemanagement staffdevelopment matrixmanagement releasemanagement educationsoftware echnicalsupp app