Senior Manager, Platform Support

We are seeking an experienced Cloud Manager to lead the design, implementation, operation, and optimization of our cloud infrastructure.

The ideal candidate will manage cloud platforms, drive cloud transformation initiatives, ensure security and compliance, and lead a team of cloud engineers to deliver scalable, secure, and cost-effective cloud solutions.

• Oversee the monitoring of our SaaS application and underlying infrastructure (Kubernetes on AWS and Azure, VPN connections, customer applications, Elastic Search, MySQL) for alerts and performance issues.
• Manage the full lifecycle of alerts, incidents, and service requests reported through FreshService, ensuring timely and accurate logging, prioritization, resolution, and escalation.
• Develop, implement, and maintain operational procedures, runbooks, and knowledge base articles to standardize incident resolution and service request fulfilment
• Drive continuous improvement initiatives to optimize operational efficiency, reduce incident rates, and improve service request turnaround times.
• Collaborate with engineering, development, and SRE teams to troubleshoot complex issues, identify root causes, and implement preventative measures.
• Ensure adherence to defined SLAs (Service Level Agreements) and KPIs (Key Performance Indicators) for operational performance.
• Generate regular reports on operational metrics, incident trends, and service request performance for management review.
• Participate in on-call escalations as needed and provide leadership during critical incidents. Foster a collaborative and high-performing team environment, providing coaching, mentoring, and performance feedback to team members
• Manage and maintain operational documentation, including system diagrams, contact lists, and escalation paths.
• Ensure compliance with relevant security and compliance policies within the operations centre.
• Plan and coordinate scheduled maintenance activities with minimal impact to service availability.