Cloud Operations Manager

Atmosera empowers businesses to redefine what's possible with modern technology and human expertise. Our exceptional experience across Applications, Data & AI, DevOps, Security, and the Microsoft Azure platform enables organizations to accelerate innovation, enhance security, and optimize operational agility. 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.

Responsibilities

Develop an understanding of the Client Operations organization, service delivery model, client portfolio, and ITIL-based processes; Assess team capabilities, service performance, coverage model, and operational health; Establish working relationships with the team and key stakeholders; Identify and execute a measurable operational improvement; Lead a high-performing operational team that meets service objectives and supports client satisfaction; Deliver measurable improvements in service performance, resolution quality, team capability, operational efficiency, and scalability; Build the technical, operational, and leadership capability of the team and develop future leaders; Build partnerships across Client Operations and related departments and create repeatable operating practices, runbooks, and automation opportunities

Requirements

Five or more years of experience in cloud operations, infrastructure operations, managed services, technical support, engineering, or service delivery, including at least three years directly managing technical teams; Experience leading a technical support, service delivery, engineering, operations, or managed services team in a fast-paced environment; Strong working knowledge of Microsoft Azure infrastructure and cloud operations, with the technical depth to guide Technician and Administrator/Engineer teams; Demonstrated ability to hire, onboard, coach, evaluate, and develop employees, and support career progression and certification attainment; Experience owning service delivery in a 24x7 environment, including workforce and capacity planning, shift and on-call coverage, ticket health, and service quality; Experience leading or supporting major incidents and enforcing incident, problem, and change practices; Maintaining escalation paths, operating procedures, technical documentation, and client-specific runbooks; Ensuring employees are trained and authorized for regulated work; Ability to pass a federal background check for Public Trust Fitness; Clear, calm, and effective written and verbal communication, including reporting KPIs and incident summaries to technical contacts, client executives, and internal leadership; Experience partnering across operational teams, support functions, and compliance on staffing, escalations, audits, and continuous improvement; Ability to use service and workforce data to identify trends and root causes and to own and report KPIs such as SLA attainment, resolution time, backlog, ticket aging, and client satisfaction; Experience improving processes, tooling, monitoring, documentation, automation, or AI-assisted workflows

Nice to have

Experience working for a managed services provider, ideally a Microsoft Azure Expert MSP; Microsoft certifications such as AZ-104, AZ-305, or other relevant Azure certifications; ITIL 4 Foundation or an advanced ITIL certification; Experience with Azure Lighthouse, Azure Monitor, Azure Arc, Azure Policy, Azure Automation, PowerShell, monitoring and alert tuning, AIOps, or Copilot-enabled workflows; Experience supporting FedRAMP, HIPAA, HITRUST, IRS-1075, or comparable regulated environments; Experience leading teams distributed across multiple time zones or countries; Knowledge of IT security practices and secure cloud operations; Experience with ticketing or ITSM platforms such as Zendesk or ServiceNow

Benefits

Competitive salary; Generous 401(k) plan with 100% company match on contributions up to 4% of salary; Performance-based compensation with bonus potential; 100% employer-paid health, vision, and dental insurance for employees; Company-paid life, AD&D, and short- and long-term disability insurance; Three weeks of paid time off; 11 paid holidays; Paid community service leave; Employee recognition and reward program