Cloud Operations Manager

Summary

Join Atmosera as a Cloud Operations Manager and lead a high-performing team of support technicians and administrators in a 24x7x52 support model. You will oversee all aspects of cloud support operations, including task management, performance monitoring, and incident resolution. The role requires fostering a collaborative culture, leading troubleshooting efforts, developing documentation, and collaborating with cross-functional teams. You will analyze support data to identify trends and implement improvements, ensuring compliance with industry standards. Success in this position demands strong leadership, technical expertise in Azure and ITIL, and a passion for client service.

Requirements

• Client Focus: Passion for delivering outstanding client service and building strong client relationships
• 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. Effectively communicate internally and externally to audiences ranging from internal contributor to executive
• Technical Expertise: Solid understanding of Azure, systems administration, and ITIL best practices as well as expert troubleshooting experience in cloud infrastructure
• 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
• 5 + years of experience leading technical support teams, preferably in a cloud environment
• Solid working knowledge of Azure. How to manage and maintain it
• 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

Responsibilities

• 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, both from a technical and/or procedural perspective, 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

Preferred Qualifications

• Relevant industry certifications (e.g., ITIL, Azure Administrator)
• Knowledge of IT security best practices

Benefits

• 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
• 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
• 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
• 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