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Operations Manager

2 months ago

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The Shift Manager oversees the daily operations and cloud infrastructure management during assigned shifts. This role ensures cloud services' reliability, availability, and performance, leading a team of cloud operations engineers to monitor systems, manage incidents, and resolve issues promptly. The Shift Manager is critical in maintaining service levels, optimizing operations, and driving continuous improvements.

Key Responsibilities:

  • Shift Management:
  • Lead and manage the cloud operations team during assigned shifts, ensuring all activities are aligned with operational objectives and SLAs.
  • Oversee shift handovers, ensuring clear communication and documentation of ongoing issues, changes, and incidents.

  • Incident Management:
  • Monitor cloud infrastructure for performance and availability issues, responding to alerts and incidents promptly.
  • Act as the primary escalation point for critical incidents during the shift, coordinating resources to resolve issues swiftly and effectively.
  • Ensure thorough incident documentation, root cause analysis, and post-incident reviews.

  • Team Leadership:
  • Provide guidance and support to cloud operations engineers, fostering a collaborative and high-performance team environment.
  • Mentor and develop team members, helping them grow their technical skills and operational expertise.
  • Conduct regular performance reviews and provide constructive feedback.

  • Operational Efficiency:
  • Continuously review and optimize cloud operations processes, identifying areas for improvement in incident response, monitoring, and reporting.
  • Implement automation and tooling enhancements to reduce manual effort and increase operational efficiency.
  • Ensure that all operations adhere to best practices for cloud management and security.

  • Reporting and Documentation:
  • Generate regular reports on system performance, incident metrics, and shift activities for review by senior management.
  • Maintain up-to-date documentation of cloud infrastructure, operational procedures, and incident response protocols.
  • Track and report on key performance indicators (KPIs) related to cloud operations and service delivery.

  • Collaboration:
  • Work closely with other departments, including Development, Security, and Product teams, to coordinate efforts and support ongoing projects.
  • Collaborate with cross-functional teams to ensure smooth deployment of new services, features, and updates.

  • Compliance and Security:
  • Ensure that all cloud operations comply with relevant regulatory, security, and industry standards.
  • Participate in regular security audits and implement necessary changes to maintain compliance.

  • Continuous Improvement:
  • Lead initiatives to improve the reliability, performance, and scalability of cloud infrastructure.
  • Stay updated on industry trends and emerging technologies, integrating new knowledge into operational practices.

Qualifications:

  • Education:
  • Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
  • Experience:
  • 10+ years of experience in cloud operations, systems administration, or IT infrastructure management.
  • Proven experience in managing or leading a team in a 24/7 operations environment.
  • Technical Skills:
  • Deep understanding of cloud platforms such as AWS, Azure, or Google Cloud.
  • Strong knowledge of cloud infrastructure, networking, security, and monitoring tools (e.g., CloudWatch, Splunk, Datadog).
  • Experience with incident management tools and practices (e.g., ITIL framework).
  • Soft Skills:
  • Excellent leadership and team management skills, with the ability to mentor and develop staff.
  • Strong problem-solving abilities and a proactive approach to issue resolution.
  • Effective communication skills, with the ability to convey complex technical information to non-technical stakeholders.

Additional Requirements:

  • Willingness to work in a 24/7 shift environment, including nights, weekends, and holidays.
  • Availability to handle emergencies and escalations as needed.