Note: The job is a remote job and is open to candidates in USA. Atmosera is hiring a Cloud Operations Manager to lead either its Technician team or its Administrator/Engineer team within Client Operations. The role owns team performance, employee development, service quality, and continuous improvement while coordinating with peer leaders and partner teams to deliver a seamless client experience.
Responsibilities
- You are joining us to lead one of two peer functions within Atmosera's Client Operations organization: either the Technician team responsible for initial client support and ticket management, or the Administrator/Engineer team responsible for advanced administration, engineering, and escalated technical work
- In either assignment, you will own the performance, development, service quality, and continuous improvement of your assigned team while partnering closely with the peer Client Operations manager to create a connected operating model and seamless client experience
- Your day-to-day will include coaching and developing employees; hiring, onboarding, workforce planning, capacity management, and 24x7 coverage; overseeing ticket health, workload, escalations, and incident, problem, and change practices; and using service data, automation, and AI to improve quality, efficiency, and scalability
- You will maintain clear operating procedures, technical documentation, and client-specific runbooks; ensure employees are trained and appropriately authorized for their work; and partner with Client Success, Professional Services, Security Operations, Compliance, and other stakeholders to support client environments and service transitions
- You will also work with peer Client Operations leaders to coordinate operational priorities, major incident response, cross-team improvements, and temporary leadership coverage during vacations, leaves, on-call rotations, and other business continuity situations
- Success in this role means building a capable, accountable, and client-focused team; developing future leaders; strengthening operational discipline; and delivering measurable improvements in service performance and client experience
Skills
- Five or more years of experience in cloud operations, infrastructure operations, managed services, technical support, engineering, or service delivery, including at least three years directly managing technical teams
- Experience leading a technical support, service delivery, engineering, operations, or managed services team in a fast-paced environment
- Strong working knowledge of Microsoft Azure infrastructure and cloud operations, with the technical depth and troubleshooting expertise to guide either a Technician team or an Administrator/Engineer team and earn credibility with technical employees and stakeholders
- Demonstrated ability to hire, onboard, coach, evaluate, and develop employees; establish clear expectations and development plans; and support career progression and certification attainment
- Experience owning service delivery for an assigned team in a 24x7 environment, including workforce and capacity planning, schedules, shift and on-call coverage, ticket health, workload management, and service quality
- Ability to ensure work is prioritized, routed, documented, escalated, and resolved in line with service commitments; lead or support major incidents; enforce incident, problem, and change practices; maintain escalation paths, operating procedures, technical documentation, and client-specific runbooks; and ensure employees are trained and appropriately eligible, authorized, and assigned for regulated work
- Sound judgment to balance urgency, quality, operational risk, coverage, and client communication under pressure, including the ability to pass a federal background check for Public Trust Fitness
- Clear, calm, and effective written and verbal communication skills
- Ability to report KPIs, service performance, emerging risks, incident summaries, improvement priorities, and recommended actions to individual contributors, technical contacts, client executives, and internal leadership
- Commitment to professional, timely communication during incidents, escalations, operational reviews, and service transitions
- Experience partnering across operational teams and support functions to coordinate staffing, priorities, escalations, major incidents, service transitions, and continuous improvement
- Ability to work closely with peer Client Operations leaders without blurring ownership of the assigned team; collaborate with Client Success, Professional Services, Security Operations, Security, and Compliance; support audits, evidence collection, and remediation; and provide temporary leadership coverage during vacations, leaves, on-call rotations, major incidents, and other business continuity situations
- Ability to use service and workforce data to identify trends, root causes, resource needs, and operational risks, then implement durable solutions that reduce repeat incidents and improve the client experience
- Experience owning and reporting relevant KPIs, such as SLA attainment, response and resolution time, escalation rate, backlog, ticket aging, change success rate, service quality, automation adoption, and client satisfaction
- Demonstrated ability to improve processes, tooling, training, monitoring, documentation, automation, or AI-assisted workflows while coordinating cross-team changes to avoid unintended downstream impacts
- Experience working for a managed services provider, ideally a Microsoft Azure Expert MSP
- Microsoft certifications such as Azure Administrator Associate (AZ-104), Azure Solutions Architect Expert (AZ-305), or other relevant Azure certifications
- ITIL 4 Foundation or an advanced ITIL certification
- Experience with Azure Lighthouse, Azure Monitor, Azure Arc, Azure Policy, Azure Automation, PowerShell, monitoring and alert tuning, AIOps, or Copilot-enabled workflows
- Experience supporting FedRAMP, HIPAA, HITRUST, IRS-1075, or comparable regulated environments, including audit support and secure operating practices
- Experience leading teams distributed across multiple time zones or countries
- Knowledge of IT security practices and secure cloud operations
- Experience with a ticketing or IT service management platform such as Zendesk or ServiceNow
Benefits
- Generous 401(k) plan, featuring a 100% company match on contributions up to 4% of salary.
- Performance-based compensation program, including bonus potential in addition to base salary.
- 100% employer-paid health, vision, and dental insurance premiums for employees.
- Company-paid life, AD&D, short- and long-term disability insurance.
- Three weeks of paid time off, flexible to use for vacation, personal time, or sick leave.
- 11 paid holidays.
- Paid community service leave to volunteer with organizations meaningful to you.
- Employee recognition and reward program.
- Ability to work from home, or from one of Atmosera's US offices if local.
Company Overview