Job description

Role Summary:

We are looking for a dedicated and experienced Cloud Operations Shift Lead to lead one of our 24/7 operational shifts. This role is critical to ensuring the stability, performance, and availability of our global cloud infrastructure. The ideal candidate will be a strong technical leader with a passion for operational excellence, capable of driving technical calls, managing a team of engineers, and ensuring strict adherence to SLAs and organizational KPIs. You will be responsible for the day-to-day management of your shift, fostering a culture of continuous improvement and proactive problem-solving.

Key Responsibilities:

• Shift & Roster Management:

• Lead a team of cloud operations engineers in a 24/7 rotational shift environment (weekly or monthly rotations).
Manage the shift roster, ensuring adequate resource coverage at all times to maintain seamless operations.
Conduct daily shift handoff calls to ensure smooth transitions and clear communication between shifts.
Be available for on-call support during critical incidents or to assist other shift managers.

• Operational & Technical Leadership:

Lead and drive major technical incident calls, ensuring proactive communication and effective coordination between multiple teams to achieve rapid resolution.
Provide expert-level guidance on troubleshooting complex issues across Linux OS, applications, and cloud platforms (AWS, Azure, OCI).
•Foster the adoption of new technologies and ensure the team follows established and new processes.

• Process & Quality Management:

•Uphold and manage ITIL processes, including Incident, Change, and Problem Management.
Maintain high standards for ticket quality and drive the achievement of SLO/SLA/MTTR targets to improve overall system availability.
Develop and maintain management dashboards to track and report on organizational KPIs and operational performance.

• Team Development & Mentorship:

Assess team member skills, identify skill gaps through analysis, and create training plans to elevate the team's capabilities.
Mentor and guide engineers, empowering them to take on more complex challenges.
Work closely with other shift managers to ensure consistency in operations and team management across the board.

Required Qualifications and Skills:

• Proven experience in a technical leadership or management role within a 24/7 operations support environment.

• Expert-level skills in Linux troubleshooting and analysis.

• Deep, hands-on experience with major cloud platforms such as AWS, Azure, and/or OCI.

• Strong understanding of application support principles and multi-tiered architectures.

• Solid understanding of scripting languages (e.g., Python, Shell) and their role in automation.

• In-depth knowledge of the ITIL framework, particularly Incident, Change, and Problem Management.

• Demonstrated ability to lead high-pressure technical calls with confidence and clarity.

• Excellent coordination and communication skills, with the ability to work effectively with multiple technical teams to deliver solutions.

• Experience creating performance dashboards and managing a team based on metrics like SLA, SLO, and MTTR.

Desired Qualifications:

• ITIL Foundation or higher certification.

• Professional-level cloud certifications (e.g., AWS Solutions Architect, Azure Administrator).

• Bachelor's degree in Information Technology, Computer Science, or a related field.

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