Description
We are looking for a highly skilled Senior Manager - Cloud Services, with strong hands-on AWS experience to lead our cloud support operations.
This role focuses on managing a high-performing support team, ensuring SLA adherence, optimizing cloud costs, and maintaining reliable cloud-hosted production environments.
The candidate must be technically strong, customer-focused, and experienced in AWS-based web application hosting.
Key Responsibilities
- Lead, manage, and mentor the Cloud Support Team.
- Establish best practices for support operations and continuous improvement.
- Ensure optimal shift management, workload balance, and escalation handling.
- Provide hands-on expertise for AWS services (EC2, RDS, S3, VPC, IAM, CloudWatch, EKS, Lambda, ALB/NLB).
- Oversee hosting, maintenance, and troubleshooting of cloud-based production systems.
- Review deployment pipelines, configurations, and environment stability with DevOps.
- Monitor cloud usage and monthly billing using AWS Cost Explorer and Budgets.
Identify cost inefficiencies and drive optimization initiatives such as :
- Rightsizing EC2/RDS
- Implementing S3 lifecycle policies
- Optimizing EBS volumes
- Using Reserved Instances / Savings Plans
- Prepare periodic cost reports and recommend cost-saving opportunities.
- Lead end-to-end Incident Management, including communication, coordination, and service restoration.
- Drive Problem Management to identify and eliminate recurrence issues.
- Document incidents, RCAs, and preventive measures thoroughly.
- Serve as the main escalation point for customers.
- Conduct regular service review meetings with clients.
- Share status updates, incident summaries, and performance reports.
- Oversee ticket queues in Jira Service Management.
- Ensure compliance with response and resolution SLAs.
- Track support KPIs and generate weekly/monthly reports.
- Documentation & Tools: Maintain SOPs, runbooks, KB articles, and architecture diagrams in Confluence.
- Oversee monitoring and logging dashboards in CloudWatch, Grafana, Prometheus, and ELK.
- Industry Best Practices: Apply ITIL practices across Incident, Problem, and Change Management.
Required Skills & Experience
- 8+ years Cloud experience; 3+ years in Cloud Support/Operations leadership.
- Strong hands-on AWS skills with ability to troubleshoot complex issues.
- Experience in supporting web and microservices applications.
- Good understanding of DevOps tools and CI/CD concepts.
(ref:hirist.tech)
