Program Manager - Cloud Operations & Support (12-15 yrs)

Title: Program Manager - Support Services

Responsible for cloud operations and support services @ Our Client. Our Client is an Enterprise Technology Partner for Product /Platform engineering organizations. Our Client provides solutions and services that supports

- Internal and External customer's Infrastructure, Infrastructure Management Applications, Development Environments, Data Centres

- End customer's cloud based SaaS deployment support services.

- An Enterprise Application's support services (L1 and L2) The role is to provide operational oversight of over 60+ cloud, support engineers and leads.

The broad responsibilities are :

Designing and implementing processes for :

1. Seploying Enterprise Applications in various Cloud platforms (AWS, AZURE, GCP)

2. Ability to provide automated solutions for deployment, monitoring against industry standard Service Level Agreement measures.

3. Strong Experience in managing Information Technology & Cloud Operation for product/platform development organization

4. Supporting customers and end users against defined service level agreement measures.

5. Globally Managing IT infrastructure and services of a IT Product Development organization including their data centres

Here are some key aspects of the role :

Job Duties and Responsibilities :

Requirements :

- An understanding of the IT Infrastructure support process in a global product/platform setup.

- A clear understanding of a Cloud infrastructure deployment, scalability and availability requirements.

- A learning individual who keeps abreast of the technology trends associated with the above requirements.

- Exposure to DevOps - skills and processes in a managed services environment

- Ability to provide sizing estimates for enterprise applications on cloud infrastructure - ensuring scalability, performance and security.

- Manage teams to continuously improve operational efficiency and delivery.

Operational Oversight Responsibility :

- A fast learner who will be able to understand the existing process, team setup, roles and responsibilities.

- Creating / Governing the comprehensive the process flows and ownership of stakeholders to be able to communicate and interface on the scope of engagement effectively.

- Ability to provide leadership in a manner of understanding the key requirements in a situation, the resolution paths, ensuring multi - team participation for trouble shooting and coordination towards end results.

- Ability to identify on board the right associates and quide them towards the right capability development for delivery.

- Ability to work with cross functional teams for delivering on agreed service level agreement measures.

- Ability to collaborate and define service level agreement measures.

Continuous Improvements :

- Develop Agile mode of product/application improvement project scopes - either to automate the processes or to introduce AI driven throughput improvement measures.

- Collaborating with multiple teams to ensure the successful execution of deployments, post deployment customer support and identifying process improvements for fail safe quality and throughput improvements.

- Continuously monitor and optimize operational performance of the teams for measurable continuous improvement.

- Engage with the customer for their growth plans and pro-actively plan for team growth and participation.

- Evaluation : Assess cloud applications, hardware, and software to ensure they meet product business needs.

- Security : Implement and maintain application security measures to protect infrastructure and data against cyber threats.

- Innovation : Stay updated on emerging cloud technologies and trends to drive innovation.

Experience and Education Requirements :

- Education : A bachelor's degree in Computer Science, Information Technology, or a related field is often preferred.

- Certifications : ITIL V3 or V4 certification is required. Certifications from major cloud providers like AWS, Microsoft Azure, or Google Cloud Platform are highly valued.

- Experience : Extensive experience in :

1. Cloud computing deployments,

2. Overall support process understanding.

3.Team management and

4. Customer relationship management is required.

5. Specific experience in providing IT Application Support for any Product / Platform provider is an added advantage.

Skills : Strong technical skills, excellent problem-solving abilities, and effective communication skills

This role is ideal for individuals passionate about cloud technologies who have an understanding of Enterprise Application deployment and the customer engagement scenarios. Who are eager to drive process improvements and have an understanding for process stability & continuous improvements.