Chandigarh, India

Manager, Cloud Operations

India

Reports to: Director, Information Security & Operations

Position summary

The Manager, Cloud Operations will lead our global Cloud Operations team. This team is accountable for implementing and improving major operational areas such as monitoring and instrumentation toolsets, infrastructure automation initiatives, incident/problem/change management processes, and infrastructure expansion to support the growing hosted customer base.  As the Manager, Cloud Operations you will coordinate between partner organizations to rapidly identify and resolve production impacting issues and establish a culture of continuous improvement focused on building and delivering quality hosted services to Winshuttle customers.

 

This role requires an experienced manager that is a creative, ambitious, self-directed technologist that wants to lead, and build, a team of highly skilled professionals, setting the direction for the team to grow, and develop operational processes to meet/exceed stringent SLA’s, and properly delegate work across the team required to execute.

About Winshuttle

Are you interested in working in a fun, collaborative environment, for an award winning workplace? Winshuttle is dedicated to fostering a culture of respect and innovation to support and empower employees' ambitions. We're constantly looking for entrepreneurs who aren't afraid to think outside the box, and don't take themselves too seriously. We embrace and support our employees who seek opportunities for continued learning, inspire others, and live and breathe our core PACT values. We have a work hard, play hard mentality; we're constantly evolving lean solutions for ERP business processes by day, and dominating on the frisbee golf course by night. Our strength and competitive advantage stems from our awesome employees, and we strive to create a balanced work life that is as inspiring and rewarding as life at home. Think you might be a great fit?

Essential functions and responsibilities

  • Manage and lead the Cloud Operations team in alignment with Winshuttle values and human resource procedures. This includes hiring, leading thru employee escalations, providing direction, coaching, and guiding career growth, hosting performance and merit reviews, and disciplining if required.
  • Verify the cloud platform and services are designed to support and align with our overall business strategies and priorities. Activities will include building out service capabilities to match SLA requirements, security management and capacity modeling for scale and cost
  • Scale our service with required monitoring and alerting capabilities, and develop incident management, as well as security and compliance activities/processes
  • Work closely with our product team to make sure new features are reliable, easily deployable and support the requirements of the service in terms of scale and security
  • Establish a regular operational feedback cycle into our engineering teams
  • Develop and drive, as the primary owner, the communication strategy for internal and external stakeholders (including customers) to convey service health, tracking against SLAs, current and historical incidents, upcoming events, or upgrades
  • Ensure all technical procedures are documented, reviewed, and updated and actively contribute to the maintenance of operational standards & policies
  • Create relationships with other departments, including Marketing, Product Management, Engineering and Customer Success, to make sure we provide services with high availability and superior performance for all our customers.
  • Support leadership in strategic, business, and operational planning.

 

Desired behaviors

  • Facilitates change – encourages continuous improvement of work practices and processes
  • Drives execution – engages and enthuse team by cascading departmental goals into individual goals. Sets high performance standards, sets clear expectations, solves problems, provides task clarity and sets boundaries.
  • Manages the team – holds team accountable, utilizes straight talk and takes corrective actions to ensure compliance and fair treatment, provides rewards and recognition.
  • Keeps the team focused and motivated – facilitate timely decision making, knows when to escalate, provides timely feedback and regular communication.
  • Technically proficient – knows own role and has a solid familiarity with team member’s roles and tasks.
  • Uses the full capabilities of the team – understands team member’s development needs and aspirations, takes these into consideration when assigning task and responsibilities. Develops and coaches so team can reach full potential.
  • Over communicates – hosts team communication (1:1`s and team meetings), cascades important and need to know information.
  • Involves employees in decision making – encourages them to communicate their ideas and proposed solutions.
  • Manages collaboratively – Foster teamwork, empowers and trusts employees to deliver, delegates appropriately.
  • Displays ethical character and competence – gains trust by acting with integrity and intent.
  • Is a role model – displays high levels of commitment and energy, role models our PACT (People, Action, Continuous Learning, and Trust) values, sets high standards of behavior. Influence others positively, act as a good citizen of Winshuttle.

Knowledge

  • BE/BTech/MCA/Equivalent degree in Computer Science or a related technical field
  • 4+ years’ experience supervising and/or managing a team in a hosted or SaaS based company
  • 4+ years’ experience in providing complex Customer Support, management, and/or supervision
  • 8+ years of demonstrated experience and successful track record in designing and developing enterprise software using Microsoft technologies

Experience

  • Hiring and leading onboarding of new hires
  • Leading performance discussions, team morale and accountability, employee relations, and leading team communications
  • Software Development Life Cycle and Agile Software Development Methodology
  • Analyze data to draw first-order conclusions
  • Demonstrate strong interpersonal and communication skills while working with diverse audiences including highly technical IT professionals, developers, and architects
  • Navigate complexity and create collaborative, cross-functional solutions
  • Excellent communication, presentation, and relationship management skills
  • Able to translate complex issues in an understandable, organized way

At Winshuttle, we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our products, and our community to flourish. Winshuttle is honored to be an equal opportunity workplace. We are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, age, citizenship, marital status, disability, gender identity, sexual orientation, or Veteran status.

This job posting does not imply that these are the only duties to be performed. Employees occupying this position will be required to follow any other-related instructions and to perform any other job related duties requested by their supervisor. To perform this job successfully, an individual must be able to perform each essential duty and meet the physical requirements satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

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