Manager, Cloud Operations

Job Description

Cloud Operations Manager

Exp : 10 yrs

Location : Bangalore

This 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 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 and rapid issue resolution to suit our requirements on availability and high performance of various cloud based applications.

• Provide leadership for 1 st and 2 nd line Cloud Operations team based in Bangalore
• Participate in a managerial shift rotation to provide 24x7 coverage for the group
• Lead and provide guidance to the shift based Operations Center s staff on a day-to-day basis
• Interface with our internal & external stake holders e.g., Technical Support team, Engineering, and other onshore and offshore teams to ensure highest level of customer satisfaction
• Collaborate with other Operations Center s managers in managing the 24x7 shift rotation for staff
• Coach, train, and develop Operations Center s staff to continuously improve performance
• Manage the Monitoring application performance, availability and execution of run books to prevent outages and restore service to maximize availability
• Lead and actively manage established Incident, Problem, Change and Service Request fulfillment processes based on ITIL framework
• Coordinate with USA based Cloud Operations team to improve on system monitoring and run books on continuous basis
• Define clear performance goals and objectives and follow up/coach with employees on progress
• Manage and assess team staffing needs, and available capacity against routine workloads
• Identify areas of opportunities and improve processes to exceed pre-defined SLA obligations
• Managing the monitoring, support, maintenance, and deployment of PowerSchool products in various cloud platforms
• Lead the team members in implementing work demand reduction efforts by focusing on proactive issue prevention and root cause resolution
• Lead Major Incidents process and drive activities to minimize service disruption duration
• Collaborate 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 SLAs
• Manage incidents through the entire lifecycle: Identification, Logging, categorization, prioritization, diagnostic, escalation, resolution and closure
• Ensure adherence to Service Levels Agreements for both response and resolution times
• Escalate as appropriate to colleagues and management to ensure timely issue resolution
• Strictly adhere to PowerSchool operational procedures, policies, reporting and escalation standards
• Lead internal documentation and runbooks creation covering all aspects of team activities
• Manage and actively lead/comply with Change and Release management process
• Define standards, guidelines and quality with respect to team deliverables. What You Will Need to Succeed:
• Must be willing to work shift rotation schedule including night and weekend shifts
• Minimum of 6 years of experience in managing technical engineers, application support and Cloud infrastructure in a 24x7 setting
• Experience with managing Cloud platforms e.g., AWS, Azure, and conventional data centers
• Strong 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 desirable
• Experience in applications/infrastructure monitoring and monitoring tools such as Nagios, New Relic, PagerDuty, etc.
• Experience in large scale application releases/deployment and Change Management

ATTRIBUTES:

Even temperament to manage work even under stressful circumstances

Ability to work effectively, add value as a team manager, asserting a leadership role for the team

Ability to teach other members of the team and act as a mentor as required

Must be able to coordinate across various groups and functional teams

Ability to perform tasks and manage team with little supervision

Demonstrated ability to implement, drive and track tasks and projects

Keyskills :
software as a servicenew relicroot causekey metricsservice levelsmonitissue resolutionchange managementrelease managementitil framewing toolsk effectivelytechnical suppsystem moniting