Cloud Operations Manager
Atmosera empowers businesses to Redefine Possible with Modern Technology and Human Expertise. Our exceptional experience across Applications, Data & AI, DevOps, Security, and the Microsoft Azure platform enables organizations to accelerate innovation, enhance security, and optimize operational agility. As a Microsoft Partner with nine specializations, GitHub AI Partner of the Year, a member of the GitHub Advisory Board, and a member of the prestigious Microsoft Intelligent Security Association (MISA), Atmosera expertly delivers cutting-edge, integrated solutions that deliver business value.
As a Cloud Operations Manager at Atmosera, you will play a pivotal role in ensuring our clients receive unparalleled support and service. You will lead and inspire a team of skilled support technicians and administrators operating in a 24x7x52 support model, fostering a culture of collaboration, accountability, and continuous improvement. Your passion for technology and dedication to client success will be instrumental in maintaining Atmosera's reputation as a trusted partner.
What You'll Do:
- Lead and manage a high-performing team of support technicians, administrators and engineers, fostering a culture of ownership, accountability, and operational excellence in a 24/7/52 ITIL based support model.
- Cultivate a group culture of helpfulness, support, and collaboration which has client outcomes in mind.
- Oversee all aspects of the cloud support team's operations, including daily task management, performance monitoring, incident resolution, service requests, and professional development.
- Lead troubleshooting and incident management efforts, ensuring adherence to incident, problem, and change management processes, and escalate issues to other teams when necessary.
- Develop, maintain, and train on documentation for standard operating procedures, best practices, and client-specific runbooks.
- Collaborate effectively with cross-functional teams to communicate needs, share feedback, and ensure alignment on ongoing projects and upcoming events.
- Analyze support data to identify trends, implement process improvements, and reduce incident rates.
- Ensure compliance with industry compliance standards such as FedRAMP, HIPAA, HiTRUST, IRS-1075, and others.
- Champion operational initiatives and drive process improvements.
The Skills You'll Need:
- Leadership and Communication: Demonstrate exceptional leadership by fostering a high-performing, collaborative team environment where employees are empowered, engaged, and committed to continuous improvement and delivering outstanding client experiences.
- Technical Expertise: Solid understanding of Azure, systems administration, and ITIL best practices as well as expert troubleshooting experience in cloud infrastructure.
- Client Focus: Passion for delivering outstanding client service and building strong client relationships.
- Problem-Solving and Analytical Skills: Ability to analyze complex technical issues, identify root causes, and implement effective solutions.
- Adaptability and Resilience: Thrive in a dynamic and fast-paced environment, effectively managing multiple priorities and deadlines.
Qualifications:
- 5+ years of experience leading technical support teams, preferably in a cloud environment.
- Experience with incident, problem, and change management processes.
- Familiarity with ITIL best practices and service management frameworks.
- Excellent communication, interpersonal, and leadership skills.
- Passion for client service and commitment to exceeding expectations.
- Ability to pass a federal background check for Public Trust Fitness.
Preferred Qualifications:
- Relevant industry certifications (e.g., ITIL, Azure Administrator).
- Knowledge of IT security best practices.
We value our employees and are committed to providing a comprehensive and competitive benefits package designed to support your well-being and financial security. Here's what you can look forward to:
Financial Security & Growth:
Competitive Salary: We offer competitive salaries commensurate with experience and skills.
Generous 401(k) Plan: Secure your financial future with our generous 401(k) plan, featuring a 100% company match on your contributions up to 4% of your salary! This is a fantastic opportunity to build your retirement savings with our support.
Performance-Based Compensation: Your hard work and dedication will be recognized and rewarded through our performance-based compensation program, which includes bonus potential in addition to your base salary.
Health & Well-being:
100% Employer-Paid Health, Vision, and Dental Insurance for employees: Say goodbye to expensive premiums! We cover 100% of the cost of your health, vision, and dental insurance premiums, saving you potentially thousands of dollars each year. Focus on your health, not your healthcare costs.
Company-Paid Life, AD&D, Short and Long-Term Disability Insurance: We provide company-paid life, accidental death & dismemberment, and short- and long-term disability insurance to protect you and your family.
Time Off & Work-Life Balance:
Generous Paid Time Off (PTO): Enjoy a healthy work-life balance with three weeks of paid time off, allowing you to relax, recharge, and pursue your personal interests. This flexible PTO can be used for vacation, personal time, or sick leave.
11 Paid Holidays: We observe 11 paid holidays throughout the year, giving you additional time to spend with family and friends.
Community Service Leave: We believe in giving back to the community and offer paid time off for you to volunteer with organizations that are meaningful to you.
Additional Perks & Recognition:
Employee Recognition and Reward Program: We celebrate and reward outstanding performance and contributions through our employee recognition program. We value your dedication and are committed to showing our appreciation.
This is a full-time position in the United States with the ability to work from home, or from one of our many US offices if local.
Atmosera is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. All employment is decided on the basis of qualifications, merit, and business need.
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