Senior Manager, Cloud Operations

WHAT YOU WILL BE DOING

• Implement and maintain Standard Operating Procedures (SOPs) for the Platform Support team.
• Ensure timely resolution of customer service requests, including those related to IP routing, DNS resolution, infrastructure configuration changes, databases, Elasticsearch, and microservices.
• Collaborate with regional support teams to optimize customer database access and management.
• Contribute to team resource forecasting and scheduling to meet service levels and customer KPIs.
• Monitor and report on key performance indicators (KPIs).
• Guide the team on performance optimization and best practices.
• Provide feedback to the product team on platform functionality and potential improvements.
• Contribute to the implementation of guardrails and capacity planning.
• Adhere to and help maintain platform operations procedures, policies, and KPIs.
• Contribute to the enhancement of security policies and procedures for cloud services.
• Monitor system stability and performance using cloud provider tools and third-party solutions like DataDog.
• Participate in the execution of disaster recovery procedures for customers.
• Assist in developing and implementing customer-specific business continuity protocols.
• Utilize shell scripts, code snippets, and APIs for enhanced monitoring and alerting.
• Identify key volume drivers for service requests and work with internal teams to address them.
• Participate in various projects to enhance operational efficiency.
• Contribute to root cause analysis (RCA) with technology partners.
• Identify and help address gaps impacting customer experience.
• Contribute to continuous improvement initiatives.
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• Qualifications
• 5+ years of experience in Cloud operations, with experience supporting mission-critical environments.
• 5+ years of experience leading and mentoring a team of engineers.
• Strong technical expertise in Linux, AWS, Azure, Kubernetes, XML, JSON, and scripting languages.
• Prior experience with automation and network technology is a plus.
• A track record of meeting stakeholder needs and deadlines.
• Experience implementing and improving processes.
• Excellent problem-solving and analytical skills.
• Strong communication and collaboration skills.
• Experience working with cross-functional teams.
• Strong planning and organizational skills.

WHAT YOU BRING

• 10+ years of experience in Cloud operations, with experience supporting mission-critical environments.
• 5+ years of experience leading and mentoring a team of engineers.
• Strong technical expertise in Linux, AWS, Azure, Kubernetes, XML, JSON, and scripting languages.
• Prior experience with automation and network technology is a plus.
• A track record of meeting stakeholder needs and deadlines.
• Experience implementing and improving processes.
• Excellent problem-solving and analytical skills.
• Strong communication and collaboration skills.
• Experience working with cross-functional teams.
• Strong planning and organizational skills.


Competencies for Success
• Execution focus: Ability to effectively implement and improve processes.
• Technical proficiency: Strong understanding of cloud technologies and platforms.
• Collaboration: Ability to work effectively with different teams.
• Problem-solving: Ability to troubleshoot issues and identify root causes.
• Communication: Clear and concise communication skills.
• Continuous improvement: A mindset of identifying areas for improvement.


Additional Requirements
• Complete security and privacy literacy and awareness training.
• Review, understand, and adhere to Saviynt's Information Security/Privacy Policies and Procedures.