Cloud Operations Manager

About this role

The Cloud Operations Manager is a vital role in overseeing one of the key customer facing elements within our business. The manager will embrace the “customer first” ethos of the Customer Care division and ensure this is consistently reflected across the global Cloud Operations team.

Reporting to the VP of Customer Care, the role will be responsible for all Cloud Operations Engineers globally and will provide leadership, operational direction, governance and performance management across regional teams. The manager will ensure customer cloud deployments and customer facing internal deployments are monitored, maintained and continually improved to meet service level expectations.

The role will focus on building a scalable global operating model for Cloud Operations, covering deployment governance, release coordination, platform monitoring, incident management, operational reporting, cost optimisation and continuous improvement. The manager will also promote the work and value of the Cloud Operations team across Customer Care, Product Engineering, Quality Assurance, QPS and regional support teams.

Key Responsibilities

• Global Cloud Operations Leadership - lead, coach and manage all Cloud Operations Engineers globally, ensuring clear priorities, consistent working practices, effective skills development and strong alignment with Customer Care objectives.
• Managing Cloud Deployments - own and govern the processes used to deploy cloud applications across a variety of Microsoft Azure resource types and associated DevOps tooling, with a focus on safe, repeatable and optimised deployments that support zero downtime updates wherever possible.
• Platform Monitoring - ensure the Cloud Operations team defines, monitors and acts on infrastructure and application alerts that may affect customer experience, availability and service levels across all customer cloud deployments and customer facing internal deployments.
• Operational Governance and Standards - define and maintain global Cloud Operations processes, operating standards, handover practices, documentation requirements, escalation paths and service management routines to support a consistent follow-the-sun operating model.
• Incident Management - lead the operational response to cloud incidents through mitigation, correction, stakeholder communication and follow-up actions. Ensure post-incident reviews identify corrective actions, operational improvements and opportunities to reduce repeat incidents.
• Operational Analysis - oversee the recording, review and analysis of operational systems data at both infrastructure and application levels, ensuring cloud resources are right-sized to optimise costs and that useful summary data, service metrics and analytics are available to stakeholders.
• Release and Change Coordination - work closely with Product Engineering, Quality Assurance, QPS (projects) and regional Customer Care teams to support release readiness, deployment planning, testing coordination and operational acceptance of new or updated cloud services.
• Service Level and Customer Experience Management - ensure operational activities are prioritised to protect customer experience and service level commitments, with clear visibility of risks, incidents, trends, recurring issues and improvement actions.
• Stakeholder Reporting and Communication - provide clear, concise and regular reporting to the VP of Customer Care and other stakeholders on deployment status, incident activity, service performance, operational risks, team workload and continuous improvement progress.
• Team Growth and Global Coverage - support the continued expansion of the Cloud Operations team and help build a capable global team able to operate across regions, time zones and customer requirements.
• Utilize SFDC to accurately track and report Cloud Operations cases, incidents, customer-impacting activity and related operational work.
• Performs other duties as assigned.

Education & Experience*

Bachelor's degree in Computer Science or related field

5+ years of working in technology/software sector

2+ years of managing others

Technical Skills

• Experience managing Cloud Operations, DevOps, infrastructure operations, technical support or service operations teams in a customer-facing software or SaaS environment.
• Strong leadership capability with experience managing, motivating and developing engineers across multiple regions or time zones.
• Excellent knowledge of Microsoft Azure and AWS infrastructure, its components and the management thereof.
• Strong understanding of Azure DevOps environments including pipelines, boards, backlogs and release processes.
• Experience with security integrations and authentication technologies such as ADFS, AAD, OAuth2 and/or SAML services.
• Experience integrating multiple cloud services together and managing operational dependencies between cloud components.
• Experience analysing cloud system data to identify areas for performance, reliability, process and cost improvement.
• Strong service management and incident management experience, including escalation handling, stakeholder communication and corrective action tracking.
• Ability to report findings, operational analysis, service performance and improvement recommendations in clear and concise language to technical and non-technical stakeholders.
• Ability to work closely with cross functional teams on shared deployment, release, incident and customer experience objectives.
• Creative problem-solving capability with strong attention to detail and a practical approach to operational improvement.
• The ability to communicate professionally with global clients and internal stakeholders in both a technical and non-technical setting.
• IT infrastructure knowledge around passive and active IT networks, edge and cloud services.
• Ability to work within processes, openly suggest improvements and lead their implementation into operational practice.
• Self-driven, motivated and able to take full ownership of team deliverables, operational outcomes and stakeholder commitments.

Desirables

• An understanding of interoperable integrations using open protocols such as Modbus, BACnet and OPC which are used in Smart Buildings and Manufacturing solutions.
• Knowledge in Smart Buildings and an understanding of the typical use cases and personas.
• An awareness of IoT solutions, specifically industrial solutions such as machine vision occupancy sensing and indoor air quality.
• Some experience in a Developer, Quality Assurance, DevOps or technical architecture role.
• .NET Core / C# programming awareness.
• Azure App Services on Linux and Windows.
• Azure Services such as Azure Functions, Event Hub, IoT Hub and Redis.
• Azure Storage services such as Cosmos DB, Table Storage, Blob Storage and Azure SQL.
• Developing or supporting Web Services/APIs including Swagger, OAuth2 and ODATA.
• Experience with Relational DBMS systems including SQL and T-SQL.
• Experience with Azure Monitoring and Log Analytics, notably KQL, Python and PowerShell.

Benefits

• Commencement: ASAP
• Full Time Position, 37.5 hours/week, Mon-Fri
• Location: Dudley, West Midlands
• Travel: Some occasional international travel may be required
• Annual bonus up to 4%
• Vacation: 33 days (includes bank holidays and end of year closure)
• Excellent working conditions
• Team Building
• 7% company pension contribution
• Cycle to work and EV car schemes

About Mitsubishi Electric Iconics Digital Solutions, Inc.

Mitsubishi Electric Iconics Digital Solutions, Inc., headquartered in Foxborough, Massachusetts, is a global leader in industrial automation, smart and sustainable buildings, and digital transformation software. Our innovative HMI, SCADA, and Smart Building solutions help organizations around the world visualize, monitor, and optimize their most critical assets and environments.

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