Duties and Responsibilities

Essential Functions:

• Cloud Service Reliability and Operations Leadership: • Leads daily operations for cloud infrastructure and core services (compute, storage, network, identity integrations, monitoring/logging, backup/DR enablement). • Establishes an operations-first culture focused on stability, customer communication, and rapid recovery from outages. • Owns operational readiness for new cloud capabilities and migrated workloads, ensuring production support is prepared before go-live.
• Incident, Problem, and Major Event Management: • Owns cloud-related incident response, escalation, and coordination (including major incident leadership as needed). • Ensures clear runbooks, on-call processes, and escalation paths are defined and practiced. • Drives root cause analysis, problem management, and corrective action plans to reduce repeat incidents and operational risk.
• Change and Release Execution (Cloud Platform): • Manages change execution for cloud platform services, aligning with ITSM change processes while enabling speed and reliability. • Ensures change planning, risk assessment, approvals, and post-change validation are performed consistently. • Improves change success rate through standard change patterns, automation, and pre/post deployment checks.
• Monitoring, Observability and Performance: • Partners with SRE/Tools teams to implement and mature monitoring, logging, alerting, and dashboards for cloud services and critical workloads. • Improves signal quality (reduce noise, define actionable alerts, standardize dashboards). • Tracks and reports service health metrics (availability, performance trends, MTTR, incident volume).
• Automation and Standardization (“Paved Roads”): • Drives automation to reduce manual work and improve repeatability (provisioning, patching, tagging, backup policies, configuration drift detection). • Establishes standard operating procedures and supported reference patterns for common cloud services. • Collaborates with CCoE and Engineering to build self-service capabilities and standardized service catalogs.
• Security, Compliance and Guardrails: • Ensures cloud operations align with security policies and controls (least privilege, logging, segmentation, vulnerability remediation support). • Partners with Security to operationalize guardrails (policy-as-code where applicable), respond to findings, and improve posture over time. • Ensures audit-ready operational evidence (change traceability, access reviews support, logging/retention practices).
• FinOps Partnership and Cost Stewardship: • Partners with FinOps/Finance to improve cost visibility and control through tagging compliance, right-sizing, scheduling, and elimination of waste. • Monitors usage patterns and identifies optimization opportunities. Tracks and reports cost savings/avoidance initiatives.
• Migration Support and Cutover Readiness: • Supports migration waves by ensuring operational prerequisites are complete (monitoring, backups, DR expectations, access, runbooks, support model). • Participates in cutover planning, go/no-go readiness assessments, and hypercare support. • Coordinates with vendors/partners and internal teams to resolve cutover issues quickly.
• Vendor and Service Provider Management: • Manages cloud operations vendors and managed services partners: performance management, SLAs/OLAs, issue escalation, and service reviews. • Ensures third-party delivered services meet reliability, security, and customer experience expectations.
• People Leadership and Team Development: • Hires, coaches, and develops CloudOps staff. Sets clear expectations and builds a culture of ownership and continuous improvement. • Ensures skills development aligned to cloud platform needs (training, certifications, mentoring). • Builds coverage models that support 24x7 needs where required while maintaining sustainable on-call practices.