Cloud Operations Manager

About Us:

Atmosera is full lifecycle cloud technology transformation firm, offering application and data professional services, security & compliance management, Azure operations, and technology training.

Our expertise across applications, data, and the Microsoft Azure platform allows us to accelerate innovation speed, increase operational agility, and vastly improve the return on investment in modern technology and human expertise.

As a Cloud Operations Manager at Atmosera, you will play a pivotal role in ensuring our clients receive unparalleled support and service. You will lead and inspire a team of skilled support technicians and administrators operating in a 24x7x52 support model, fostering a culture of collaboration, accountability, and continuous improvement. Your passion for technology and dedication to client success will be instrumental in maintaining Atmosera's reputation as a trusted partner.

• 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, 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.

• 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.
• Technical Expertise: Solid understanding of Azure, systems administration, and ITIL best practices as well as expert troubleshooting experience in cloud infrastructure.
• Client Focus: Passion for delivering outstanding client service and building strong client relationships.
• 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.
• 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.

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

Perks & Benefits:

·       Health, vision, dental package including options for 100% paid employee coverage

·       401k with generous matching

·       Company paid Life, AD&D, Short- and Long-Term Disability

·       Performance-based compensation with bonus potential in addition to salary

·       Employee Recognition and Reward Programs

·       Community Service Leave

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.

Atmosera is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

All employment is decided on the basis of qualifications, merit, and business need.