Manager, Cloud Operations
CDW
full-time
Posted on:
Location Type: Remote
Location: Remote • California • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
AWSCloud
About the role
- Foster a culture of operational excellence and continuous learning
- Conduct regular 1:1s and team meetings to ensure alignment and growth
- Spearhead recruitment, onboarding, and training initiatives
- Guide career development and AWS certification paths for team members
- Orchestrate 24x7 coverage through strategic shift planning
- Manage team to KPIs to measure team performance
- Develop standardized runbooks and internal documentation
- Lead post-incident reviews and drive continuous improvement
- Manage customer escalations through to resolution
- Ensure seamless transitions from the Onboarding team to Cloud Operations
- Oversee SLA adherence and resolution of critical issues
- Collaborate with internal teams to enhance service offerings
- Participate in pre-sales activities to showcase Cloud Operations capabilities
- Identify processes that need modernization
- Implement best practices in incident, problem, and change management
- Leverage automation to improve service delivery and reduce manual tasks
Requirements
- 5+ years working on a support team with increasing responsibility
- Proven experience managing AWS cloud environments at scale, including common software development and deployment cycles
- Experience managing a queue of support cases that include a mix of both monitoring alerts and customer requests
- Strong leadership skills with a focus on mentoring and developing talent
- Deep understanding of ITIL concepts and cloud service management
- Excellent communication skills, adept at interfacing with technical and non-technical stakeholders
- Knowledge of industry-leading monitoring and security tooling such as New Relic and CrowdStrike
- AWS Associate Certification (required within 90 days of joining)
Benefits
- Health insurance
- 401(k) matching
- Paid time off
- Flexible work arrangements
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
AWS cloud environmentsincident managementproblem managementchange managementautomationmonitoring alertscustomer requestssoftware development cyclesdeployment cyclesservice delivery
Soft skills
leadershipmentoringcommunicationteam alignmentcareer developmentcontinuous improvementoperational excellencecollaborationcustomer escalation managementstrategic planning
Certifications
AWS Associate Certification