Public Cloud Team Lead (Cloud Operations Manager | Cloud Engineer)

Responsibilities:

• Lead, inspire, and motivate the Public Cloud Support team, fostering a positive work environment that encourages teamwork, collaboration, and professional growth.
• Set clear team objectives, define contribution metrics, and establish growth plans for team members, while ensuring alignment with company goals and client requirements.
• Conduct regular contribution evaluations, provide constructive feedback, and identify opportunities for skills enhancement and career advancement within the team.
• Oversee the day-to-day operations of the Public Cloud Support team, ensuring efficient handling of client requests, incidents, and escalations in line with defined service level agreements (SLAs) and industry best practices.
• Monitor team contribution metrics, including response times, resolution rates, and customer satisfaction scores, and take proactive measures to improve service delivery and operational efficiency.
• Collaborate with other teams, such as infrastructure, and core services, to ensure seamless coordination and timely resolution of complex technical issues and customer concerns.
• Partnering with the pre-sales and professional services teams to align on the current and possible future supported and non-supported architectures and/or deployment components.
• Act as a primary point of contact for key clients, understanding their unique business requirements and aligning Cyberlogic’s cloud support services accordingly.
• Attend client meetings and/or service reviews as and when required to ensure ongoing client satisfaction and retention.
• Continuously assess and enhance operational processes, workflows, and support procedures to optimize efficiency, increase customer satisfaction, and drive continuous improvement within the Public Cloud Support team.
• Develop and implement quality assurance measures, ensuring adherence to established standards, best practices, and compliance requirements.
• Regularly review and update documentation, knowledge base articles, and training materials to enable efficient knowledge sharing and enhance the team's technical expertise.
• Foster a collaborative environment by promoting knowledge sharing, cross-training, and mentoring within the team.
• Collaborating with People Operations on recruitment, onboarding, and training of new team members, ensuring the team has the necessary skills and knowledge to deliver exceptional support services.
• Present regular reports and updates to senior management, highlighting achievements, challenges, and recommendations for enhancing the Public Cloud Support team's effectiveness and efficiency.

Qualification and Requirements:

Experience:

• 7+ years of experience in IT Engineering/Services.
• 5+ years of experience in leading a technical team.
• 3+ years of experience with Microsoft Azure (Architecture/Design/Implementation/Support/Monitoring/Management).
• 3+ years of experience with Microsoft 365 (Architecture/Design/Implementation/Support/Monitoring/Management).
• 1+ years of experience leveraging Infrastructure as Code (IaC) for automated testing, provisioning, etc.
• 1+ years of experience administering Azure Kubernetes (AKS) platforms