Senior Cloud Technical Operations Manager

The Cloud Support Manager role involves overseeing the alignment of support efforts to meet customer needs. This entails collaborating with internal teams to ensure seamless support to client requirements.

Key Responsibilities:

• Plan, organize, coordinate, and execute projects and initiatives in conjunction with senior team members.
• Manage meetings, document interactions with actions and next steps.
• Maintain diligence in follow-up and follow-through.
• Develop, update, and present project plans.
• Organize work to achieve positive outcomes.
• Encourage the use of agile work management processes.
• Facilitate weekly, bi-weekly sprints for assigned teams.
• Help team members prioritize their workload.
• Maintain a healthy team by empowering, motivating, and building trust.
• Set goals for team members.
• Present weekly progress reports.
• Have control over work management processes to adapt and course correct with agility.
• Identify improvement areas, plan, and execute improvement items.
• Summarize problems at hand for senior stakeholder consumption.
• Prepare and participate in status meetings, governance meetings.
• Setup, coordinate, and manage triage sessions with customers and partners.
• Guide the team technically.
• Communicate proactively with customers and internal team members to deliver business value as part of daily work management.
• Coach, guide, mentor other team members.
• Support team development of process knowledge base.
• Establish knowledge base for the team to refer and enrich continuously.
• Lead from the front.

Key Performance Indicators (KPIs):

• Clarity in thoughts and action: Written and Verbal.
• Demonstrate ability to walk through product/project functionality to an internal/external audience.
• Demonstrate process adherence for all change management activities.
• Demonstrate proactivity.
• Demonstrate follow-ups and follow-throughs.
• Client-facing presentation ability.
• Independently manage client expectations.
• Drive/Attend Weekly/Monthly meetings with client.
• Deliberate RCA discussions with client.
• Internal stakeholder management and updates.
• Closely work with Product team to align on production issues, and push for product release for timely delivery to client.
• Systematic team management and proper guidance/direction to the team.

Working Conditions:

• Ability to work in remote and/or office setting.
• Fast-paced environment with tight deadlines.
• Support offshore hours / multiple time zones.
• Flexibility with working hours based on team and client needs.

Required Skills and Qualifications:

• Degree in computer science, engineering, business administration or equivalent experience.
• Industry accepted certifications in management space.
• Must be familiar with our product or a product used by financial institutions in a similar space.

Benefits:

• Multiple years of experience working with customers and partners.
• Domain knowledge of banking and financial institutions and/or large enterprise IT environment is desirable.
• Experience in leading techno-functional discussions with clients. Knowledge of cloud concepts.

Technical Requirements:

• Agile, Scrum experience.
• Experience with process methodologies used in software industry.
• Good understanding of java-based technical implementations, deployments, and troubleshooting.
• Strong in database concepts.
• Microsoft Excel, Word, PowerPoint, Wiki, Planning software, Agile project management tools.
• Ability to use and work with user interface-based applications.

Communication Skills:

• Strong, clear, and concise written and verbal communication skills.
• Ability to communicate effectively at all levels of the organization.

Customer-facing Skills:

• Connect, Engage, Listen, Explain, Facilitate, Coordinate, Follow-through.

Interpersonal Skills:

• Strong interpersonal skills and can foster team collaboration.