Cloud Platform Lead

1. Role Objective

The Cloud Platform Lead - Managed Services will oversee the delivery, optimization, and continuous improvement of cloud managed services for customers. The role demands expertise in leading cloud transitions, ensuring operational excellence, and fostering strong customer relationships.

Specific responsibilities include:

• End-to-End Cloud Managed Services: Managing the lifecycle of cloud engagements, including onboarding, transitions, transformations, ongoing operations, and exits.
• Azure Cloud Expertise: Leveraging deep technical knowledge of Azure services, including Compute services, Entra-ID, Azure Governance (e.g., Azure Policies), and tools for cost and performance optimization.
• Automation and Efficiency: Implementing and driving automation initiatives using Infrastructure-as-Code (IaC) tools, scripting (e.g., PowerShell), and DevOps practices to optimize service delivery and reduce manual effort.
• Cloud Transformation Leadership: Leading transformation projects utilizing tools and best practices.
• Operational Oversight: Ensuring the security, availability, and performance of managed environments, implementing robust service management processes, and adhering to ITIL standards.
• Customer Advocacy and Governance: Acting as a trusted advisor to customers, conducting regular service reviews, and ensuring alignment with business goals, compliance standards, and technical requirements.
• Team Leadership: Collaborating with architecture, delivery, and service management teams to deliver exceptional outcomes while mentoring and guiding cloud platform engineers.
• Continuous Innovation: Staying abreast of emerging cloud technologies and trends to drive innovation and deliver best-in-class solutions for customers.

This role requires strategic leadership, technical expertise, and customer engagement to ensure the success and growth of cloud managed services.

2. Detailed Roles and Responsibilities:

Development of Methodologies and Practices:

• Proactively contributes to the creation and refinement of methodologies, frameworks, and best practices to standardize and optimize transitions, transformations, and operations within cloud managed services.
• SOP Creation and Implementation: Designs and implements comprehensive Standard Operating Procedures (SOPs) for seamless service transitions, efficient transformation processes, and effective cloud operational management.

Continuous Improvement:

• Regularly evaluates existing methodologies and SOPs, incorporating feedback and lessons learned to drive operational excellence and innovation.

Knowledge Sharing and Documentation:

• Ensures clear documentation of processes and practices to support team knowledge transfer, consistency, and scalability.

Alignment with Industry Standards:

• Develops and aligns operational methodologies and practices with recognized industry standards and organizational objectives.

Team Leadership:

• Manage a team of cloud platform engineers and technical professionals delivering cloud managed services.
• Provide guidance, mentorship, and leadership to ensure high performance and continuous skill development.

Transition & Transformation Management:

• Oversee smooth transitions of customer workloads from incumbent provider to malomatia, ensuring minimal disruption and maintaining current mode of operations.
• Lead transformation initiatives, ensuring adherence to timelines, quality, and customer expectations moving away from current mode of operations to future mode of operations.

Operational Excellence:

• Manage 24x7 operations and support of customer cloud environments, ensuring high availability, performance, security, and cost optimization.
• Implement and oversee service management processes, including incident, problem, and change management, as well as service level reporting.

Risk Management:

• Proactively identify and mitigate risks affecting service delivery.
• Implement governance models to ensure compliance with security, performance, and cost objectives.

Continuous Improvement:

• Contribute to the development and refinement of methodologies, frameworks, and best practices for cloud managed services.
• Stay updated on industry trends and emerging technologies to drive innovation.

Customer Relationship Management:

• Act as the primary point of contact for assigned customers, fostering strong relationships and understanding their business objectives.
• Conduct regular service reviews to discuss KPIs, cost optimization, performance, and security posture.

Escalation Management:

• Serve as an escalation point for technical issues and customer concerns, ensuring timely resolution.
• Oversee root cause analyses and implement corrective actions to prevent recurring incidents.
• Establish and oversee escalation processes for platform-level issues requiring Microsoft support, ensuring timely engagement with Microsofts technical teams, tracking resolution progress, and maintaining transparent communication with customers throughout the escalation lifecycle.

1. Educational Qualifications:

• Diploma or Degree in Computer Science or Engineering
• Accreditations e.g. Microsoft Azure certifications, Azure Architect Expert, ITIL foundation

2. Skills & Experience:

• At least 15 years related IT experience with a majority in Cloud environments.
• Proven experience in a similar role, with a strong focus on Cloud Platform Managed Services.
• Experience in working in an environment to manage cloud platform operations at scale.
• Proven ability to lead, inspire, and manage technical teams while driving high performance and collaboration.
• Strong relationship-building, communication, and problem-solving skills with a customer-centric approach.
• Expertise in automation principles, infrastructure-as-code, AIOps, scripting, and DevOps practices like CI/CD.
• Familiarity with ITIL frameworks and experience in delivering managed services aligned with SLAs.
• Experience in Scrum or Kanban environments, adapting to changing requirements and delivering iterative solutions.
• Exceptional verbal and written communication skills for effective engagement with technical and business stakeholders.
• Strong analytical skills to address technical challenges and develop innovative solutions.
• Ability to anticipate trends, align offerings with organizational goals, and drive customer success.
• Experience on transformation projects and successful transitions to implementation support teams.

3. Behavioral Skills:

• Ability to work under pressure and independently with minimal supervision demonstrating resilience and focus in high-pressure situations, effectively managing tasks with autonomy and minimal guidance.
• Strong multi-tasking skills and attention to detail balancing multiple priorities efficiently, ensuring accuracy and thoroughness in all deliverables.
• Excellent analytical and problem-solving skills
• Proficient in diagnosing and resolving complex technical issues, leveraging structured approaches and innovative thinking.
• Exceptional communication and collaboration skills building effective working relationships within cross-functional teams and clearly conveying technical information to diverse stakeholders.
• Critical thinking skills applying sound judgment and logical reasoning to evaluate challenges, assess risks, and make informed decisions.
• Proven ability to manage competing priorities maintaining focus and delivering high-quality results while juggling multiple, time-sensitive deadlines in dynamic environments.
• Demonstrates reliability and adaptability in managing 24x7 operational support, ensuring continuous availability and prompt incident resolution.
• Skilled in monitoring and responding to issues in real-time, leveraging tools and processes to maintain service continuity and minimize downtime.
• Collaborating across shifts and teams working seamlessly with global teams and shift-based personnel to ensure consistent coverage and operational excellence.