Join Our Team!
As Manager, Cloud Operations, you will be primarily responsible for leading the Cloud Operations team. As part of our 24/7 Cloud Operations team, our Cloud Operations Engineers are responsible to ensure high-availability, high-scalability and high-reliability of cloud solutions on behalf of our managed accounts. Cloud Operations will support Managed Cloud, Managed Security, and Managed APM clients.
Your tasks may vary day-to-day but primarily will focus on best-of-class support including management of the Cloud Operations team, technical optimization and configuration, and support operations.
What You’ll Be Doing
- Manage the team, guide them technically and measure performance
- Provide technical guidance to Cloud Operations Engineers
- Coach, train, and develop Cloud Ops Engineers to improve performance, SLA adherence, and response and resolve time
Service Management:
- Act as the main point of contact (POC) for Client Escalations
- Interface with our managed accounts and ensure the highest level of customer satisfaction
- Collaborate with and support Customer Success Managers, Professional Services, and DevOps Teams
Processes:
- Develop and follow ITIL processes (Incident, Change and Problem Management)
- Ensure adherence to contractual obligations and Service Levels for both response and resolution times
- Lead Internal projects within defined timelines
- Be available for escalations and live management of after-hours team as needed
What You’ll Need to Succeed
- Bachelor’s/University Degree or Equivalent Experience
- AWS Associate (SysOps and/or Developer and/or Architect) Certification
- Hands-on experience with typical system/customer support: planning, coordinating, hardware selection, software selection and use, customer education and support, vendor liaison, troubleshooting, problem resolution, product evaluation, and documentation
- Experience developing processes, procedures, methods and key metrics using reporting and analytics to drive efficiencies, identify gaps, and provide governance over individual contributors and overall team to inform and direct customer experience
- 2+ years of technical staff management of more than 4 team members in an infrastructure NOC/Service Desk support environment
Not Required, But Would be Helpful
- ITIL Foundation Certification
- Good overall technical knowledge, specifically with cloud platforms (AWS)
- System Administration experience
If you are ready to embark on your greatest mission yet, please apply to join us on our mission to make the impossible possible!
About Mission
Mission is an Amazon Web Services (AWS) Advanced Consulting Partner and MSP. Clients depend on us to expertly and securely architect, migrate, manage, and optimize their cloud environments. Mission’s team of AWS certified Solutions Architects and DevOps Engineers are ready to help you harness the full power of the AWS cloud to transform your business and operations.
We believe Mission’s people are what truly sets us apart. We have hubs in Los Angeles, New York, San Francisco, Chicago, and Boston that are interactive and collaborative, but we also give our employees the freedom to work remotely when they want or need to. We live by a core set of values that includes a commitment to work-life balance, with the belief that having fun and being productive can go hand in hand.
We are united by a core set of values guiding us to strive for excellence, embrace life, take ownership, practice inclusion, and foster a growth mindset. We seek out new ways to be better, do better, and serve our customers better.
Benefits
At Mission we Embrace Life at work, at home, and in our communities. To help our team members life this value we provide the following benefits:
- Medical, dental, and vision insurance for employees and their dependents with options for 100% company paid premiums
- 401(k) plan with matching by Mission
- Flexible Spending Accounts (Health and Dependent Care)
- Life insurance paid by Mission
- Generous Paid Time Off (FlexPTO with no accrual limits, Parental Leave, Volunteering Time Off)
- Wellness Program
- Paid Holidays
- Casual Work Environment
- Snack Program
Mission is an Equal Opportunity Employer and participant in the U.S. Federal E-Verify program. Women, minorities, individuals with disabilities and protected veterans are encouraged to apply. Mission will consider qualified applicants with criminal histories in a manner consistent with The Los Angeles Fair Chance Initiative for Hiring Ordinance.