Cloud Operations Lead

Job Title: Cloud Operations Lead

We are seeking a highly skilled and experienced professional to lead our cloud operations team. The successful candidate will have a strong background in designing, implementing, and maintaining scalable and secure cloud-based systems.

The primary responsibility of this role is to oversee the development and implementation of cloud infrastructure, automation scripts, and procedures to support our SaaS operations.

Key Responsibilities:

• Provide technical expertise and leadership to SaaS Operations Production Operations teams.
• Help implement the Cloud Operations team's goals and deliverables as determined by senior leadership.
• Ensure smooth operations of our SaaS products.
• Take complete ownership of customer implementations, including SLA and SLO.
• Automate, enhance, and maintain critical processes in Cloud Operations, such as Change Control, Monitoring & Alerting.
• Drive critical processes in SaaS Operations, such as Change Control, Problem & Incident Management, and Reporting, as well as key tools for Monitoring & Alerting.
• Drive Disaster Recovery and failover procedures, training, testing, and team readiness.
• Coordinate focus groups across all teams on process improvements and technical improvements that lead to better stability and reliability.
• Contribute to process improvements and technical improvements that lead to increased stability and reliability.
• Support continuous improvements in SaaS Operations by developing platform services and tooling for modern cloud operations, including metrics monitoring, CI/CD pipelines, etc.
• Improve automation of provisioning, deployment, monitoring, alerting, and escalation.
• Support secure operations by implementing best-in-class recommendations for secure operations.
• Carry out ongoing Production Ops activities with precision and quality.
• Define, build, and deliver a high-quality SaaS Platform for work with third-party vendors and partners to help develop a complete solution set on the SaaS platform.
• Represent Cloud Operations in InfoSec meetings and develop and drive secure procedures.
• Help obtain and maintain various certifications.
• Be a good team player and a leader when needed for a high-performance Cloud/SaaS delivery team.
• Review personal/team performance, quality reviews, and manage operations and operational issues.
• Establish a culture of high performance, ownership, delivery focus, and continuous improvement.
• Implement and carry out procedures and policies to ensure high-quality SaaS operations with appropriate levels of management controls.
• Act as an internal contact for platform services issues for customers.
• Work with cross-functional departments: Sales, Professional Service, Customer Support, Engineering, and QA.

Requirements:

• Has experience in implementing, managing, maintaining, and decommissioning complex cloud-based information system components in a secure and controlled manner.
• Must be experienced in coordinating cross-functional teams such as support, escalation, and engineering software teams to address product issues successfully.
• Strong understanding of how to build, scale, and manage complex multi-product/service environments.
• Building lean, automated, scalable support structures versus labor-intensive environments.
• Strong innovation mindset, analytical skills, excellent oral and written communication skills, and experience effectively communicating project/program mission and objectives.
• Must exhibit a practical customer service attitude and lead a team in resolving difficult customer situations.

Desired Experience:

• Experience in working with cross-functional teams in a customer service environment. Mentoring and training team members.

About This Role:

This is an exciting opportunity to join our team as a Cloud Operations Lead. As a key member of our SaaS operations team, you will be responsible for overseeing the development and implementation of cloud infrastructure, automation scripts, and procedures to support our SaaS operations.

In this role, you will work closely with our cross-functional teams, including sales, professional services, customer support, engineering, and QA to ensure seamless SaaS product operations.

If you have a strong background in designing, implementing, and maintaining scalable and secure cloud-based systems, we encourage you to apply for this challenging and rewarding role.