Manager, Cloud Operations [Mexico]

Mission Cloud; A distancia; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading cloud services provider in Mexico is seeking a Manager of Cloud Operations to lead a global team focused on AWS cloud infrastructure. You'll drive innovation, optimize processes and ensure seamless transitions for customers. Ideal candidates will have extensive experience in managing cloud environments, strong leadership capabilities, and knowledge of ITIL concepts. This position offers a comprehensive benefits package and 100% remote work options, allowing for a flexible work environment.

Servicios

Major Medical Expenses Insurance

Life Insurance

Dental Plan

Vision Plan

Grocery Voucher

Savings Fund

Vacation Benefits

Formación

• Proven experience managing AWS cloud environments at scale.
• 5+ years working on a support team with increasing responsibility.
• Strong leadership skills with a focus on mentoring.
• Excellent communication skills with technical and non-technical stakeholders.

Responsabilidades

• Lead and develop a global team providing 24x7 monitoring services.
• Ensure operational excellence and manage KPIs.
• Oversee SLA adherence and resolution of critical issues.
• Implement best practices in incident and change management.

Conocimientos

Team leadership

AWS cloud management

Communication skills

ITIL concepts

Mentoring and developing talent

Educación

AWS Associate Certification

Herramientas

New Relic

CrowdStrike

Descripción del empleo

About the Job

As Manager, Cloud Operations, you’ll lead a diverse, global team of engineers providing 24x7 monitoring and alert response services for AWS cloud infrastructure. This position offers an opportunity to drive innovation, optimize customer environments, and shape the future of Cloud Operations.

This position is 100% remote that sits in Mexico or the USA.

Responsibilities

Team Leadership & Development

• 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

Operational Excellence

• 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

Customer Success

• 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
• Foster relationships with key customers

Process Optimization

• 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

• Proven experience managing AWS cloud environments at scale, including common software development and deployment cycles
• 5+ years working on a support team with increasing responsibility
• 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

• Major Medical Expenses Insurance – comprehensive national coverage with emergency care abroad
• Life Insurance – protection including natural and accidental death, disability, and funeral assistance
• Dental Plan – preventive care, cleanings, x-rays, and preferred rates for additional treatments
• Vision Plan – free annual eye exam and discounts on prescription glasses and contact lenses
• Funeral Assistance Services – support available for employees and family members
• Grocery Voucher – monthly allowance to support your household needs
• Savings Fund – 4% employer contribution to grow your savings faster
• Vacation Benefits – vacation time accrues from your first day of employment (no waiting period)

Placement within the range is determined by a variety of factors, including but not limited to knowledge, skills, and ability as evaluated during the interview process.

Use of Artificial Intelligence (AI)

Our company leverages Artificial Intelligence (AI) as a tool to enhance and streamline various aspects of the hiring process. By submitting your application, you acknowledge and consent to the use of AI technologies in activities such as resume screening, interview scheduling, note taking and other administrative functions. Please note that all hiring decisions are made by human reviewers in compliance with applicable laws and best practices.

About Mission Cloud

Mission Cloud is an Amazon Web Services (AWS) Premier Consulting Partner and MSP. Clients depend on us to expertly and securely architect, migrate, manage, and optimize their cloud environments. Mission Cloud’s team of AWS Certified Solutions Architects and DevOps Engineers are ready to help you harness the full power of the AWS cloud to transform your business and operations.