Cloud Operations Lead (Hybrid)

• Lead technical L2 team for break-fix /cloud operation
• Ensure incident response plans are executed per operations procedures
• Coordinate and lead incident response teams to minimize downtime and impact on operations
• Implement and manage cloud monitoring tools to proactively identify and address potential issues
• Drive continuous improvements initiatives break-fix / cloud operation team

• Maintain detailed documentation of operational procedures, incident reports, and other relevant documentation.
• Ensure that documentation is up-to-date and accessible to the team.
• Integrate cloud operations with broader ITSM processes for efficient service delivery.
• Address and prioritize issues based on their impact on users and critical business functions.

• Ensure team provides timely and accurate support on a daily basis and ensure that all individual and team KPIs are met; alert any risks which would make it impossible to meet those KPIs
• Collaborate with the Cloud Managers of product lines to streamline escalations between teams and regularly monitor the health of the escalations
• Provide customer feedback to key stakeholders, and ensure feedback is communicated to the team

• Recruit and train new team members and monitor the performance of new hires during the onboarding period
• Work with manager to Ensure that the professional development needs of the team are being met and that employees are happy and fulfilled
• Maintain first-hand process knowledge and create knowledge repositories.
• Manage shift schedules to maintain 24/7 coverage.
• And other duties as assigned.

• Certifications related to AWS,Azure and ITIL frameworks a plus.
• Overall 8-10 years of relevant experience
• Technical experience in managing public and private cloud platforms.
• Background in operations including managing multi-clouds, infrastructure, It Services

• Proven experience in leading incident response teams , managing critical incidents, and ensuring timely resolution to minimize downtime
• A track record of actively seeking and implementing improvements in cloud operations processes and technologies
• Experience with ensuring adherence to SLO for response and resolution of alerts and incidents
• Excellent written and verbal communication skills and customer empathy
• 2+ years of work experience as a team lead or manager in a cloud operation team

• Knowledge of major cloud platforms such as Amazon Web Services (AWS), Microsoft Azure, and onpremise support
• Strong skills in incident response and management, including the ability to lead teams during critical incidents and coordinate resolution efforts.
• Proficiency in operationalizing and managing alerts to proactively identify and address issues.

• Familiarity with ITIL (Information Technology Infrastructure Library) framework, particularly incident management, problem management, and change management.
• Understanding of cloud security best practices, and compliance standards.

• Effective communication skills to coordinate activities with cross-functional teams, communicate incident status to stakeholders, and liaise with external partners or vendors.

• Strong problem-solving skills to analyse complex issues, identify root causes, and implement effective solutions.
• Leadership skills to manage and motivate teams within the cloud operation team , fostering a collaborative and high-performance work environment.
• Strong documentation skills to maintain records of operational procedures, incident reports, and other relevant documentation.

• Ability to review trends and identify areas of opportunities within reported alerts.

• Understanding of ITSM processes and their integration with cloud operations for efficient service delivery.

• 2+ years of work experience as a team lead or manager in a Cloud Operations team or technical Support space.
• Overall 8-10 years of relevant technical experience
• Certifications related to AWS,Azure and ITIL frameworks a plus.
• Driving change management for customers
• Proven experience in leading incident response teams , managing critical incidents, and ensuring timely resolution to minimize downtime.
• Participation in audits

• Experience in design and implementation of complex CI/CD pipeline

• Experience in implementing high-availability solutions in AWS

• Understanding & Knowledge of Scripting and Automation tools ex Lambda, CloudFormation, Terrraforms, Ansible
• Actively seeking and implementing improvements in cloud operations processes and technologies through automations
• Experience with ensuring adherence to SLO for response and resolution of alerts and incidents
• Excellent written and verbal communication skills and customer empathy
• Experience in managing public and private cloud platforms.
• Background in cloud operations including managing datacenters, infrastructure, It Services

• Background Check: The successful candidate will need to successfully complete the following clearances: Criminal History Check, Education Verification, Employment Verification, Driver’s License Verification and Passport/ID validation.
• Visa Sponsorship: Employment eligibility to work with Quorum Software in Colombia is required as the company will not pursue visa sponsorship for this position. The successful candidate will be required to ensure they maintain and renew any visas or permits that grant employment eligibility where applicable.
• Current professional card or registration in Colombia (if applicable): The successful candidate will be required to present their professional card or registration information if the role is deemed to be regulated.
• Onboarding Medical: The successful candidate will be required to undergo an onboarding medical examination prior to commencement of employment, in accordance with Colombian legislation.

Quorum Software