Cloud Operations Manager

Twelve Talent

A great opportunity for a technical manager to take the next step in their career with a fast growing cloud service company.

  • Azure/M365
  • Managed Service Provider
  • Cloud Manager
Our Client is a fast growing managed services provider based in Bedfordshire, established in 1996. Their service portfolio includes enterprise cloud, including our own Virtual Private Cloud IaaS platform, and integrating public cloud services, such as Microsoft Azure, Office 365, Amazon AWS, Managed Desktop builds, Helpdesk Services, Managed Networks, WANs and Telephony. They offer leading edge consultancy and expertise in these areas for organisations of any size.
The Role:
Our client is looking for a Cloud Operations Manager to lead and manage a high performing team to deliver a high quality 24 x7 proactive service to customers to deliver the following key outcomes:
  •  Owns the end to end process for proactive management and monitoring of customer infrastructure maximising uptime, availability, and performance
  • Oversees service transition and on boarding of Cloud Operations Services
  • Engenders a culture of continual improvement, learning and innovation to drive increase proactivity and value to customers
  • Proactive monitoring of IaaS & PaaS customer environments - ensuring compliance to customer SLA's
  • Ensures client environments are appropriately patched and backed up in accordance with agreed policies and reports on compliance
  • Proactively manages client capacity, identifying risks/issues and mitigating service disruption/degradation
  • Undertakes ad hoc activity to support the wider business, such as small change or infrastructure changes
  • Inputs to RCA analysis of major incidents and works collaboratively with the Cloud Services function on problem management/continual improvements
  • Provides Out of Hours Service Desk coverage
  • Owns the Cloud Operations tool set, maximising adoption within the team, driving automation to leverage efficiencies and deliver an improved service to customers
  • Acts in the capacity as a duty manager participating on the on-call rota
  • Manages team performance, setting objectives, development and ensuring adherence to HR policies and procedures
  • Oversees quality system process/adherence across the function
 Key KPI’s:
  • Proactive problem & issue identification/remediation to minimise customer disruption
  • Customer SLA, Uptime
  • 100% of customers patched and systems backed up in accordance with agreed schedules
  • eNPS
  • 0% quality non conformances
 Key Experience:
  • Experienced Team Manager/leader, with prior knowledge of managing 24 x7 operations
  • Knowledge of defining, implementing & managing ITIL processes, customer SLA's and key service KPI's
  • Knowledge of implementing Remote Monitoring & Management tool sets
Key Skills:
  • Articulate, with excellent communication & interpersonal skills
  • Team Player
  • Excellent attention to details
  • Able to analyse data set, correlate results to aid informed decision making
  • Azure Fundamentals (AZ-900)
  • Azure Administer (AZ-104)
  • Microsoft M365 Fundamentals (MS-900)
  • PowerShell
Key Behaviours:
  • Takes ownership and has a can-do attitude
  • Leads by example
  • Passionate on delivering service excellence
  • Process and methodical approach to activities
  • Calm under pressure
25 days Holiday