Manager - Cloud Infrastructure Support

Overview

Lead a team of Cloud Administrators and Cloud Engineers delivering Day 2 managed services across public cloud platforms, with responsibility for team health, business performance and service delivery.

What you'll do

• Lead a team of Cloud Administrators and Cloud Engineers providing 24x7 public cloud support services.
• Ensure adherence to service level objectives (SLOs), service level agreements (SLAs), quality standards, and operational processes.
• Monitor ticket queues, workload distribution, support coverage, backlog health, and customer impact.
• Drive rapid response and resolution of customer escalations, major incidents, and business-critical events.
• Coordinate with Incident Management teams, platform vendors, and cross-functional teams during high-severity incidents.
• Recruit, onboard, develop, and retain high-performing technical talent.
• Conduct regular one-on-one meetings, coaching sessions, goal reviews, and performance discussions.
• Mentor team members on technical, operational, and customer-facing competencies.
• Foster a culture of accountability, collaboration, customer obsession, and continuous learning.
• Support employee career growth and succession planning.
• Ensure exceptional customer experiences through proactive operations and effective issue resolution.
• Partner with customer-facing stakeholders to support strategic accounts and address service concerns.
• Review customer trends, service metrics, and feedback to identify improvement opportunities.
• Support onboarding readiness and ongoing service operations for managed cloud customers.
• Drive automation, operational excellence, and process improvement initiatives.
• Identify recurring operational challenges and lead actions to reduce toil and improve scalability.
• Promote the development of runbooks, knowledge articles, and operational documentation.
• Support initiatives that improve efficiency, customer outcomes, and business growth.
• Participate in leadership reviews of KPIs, CSAT, SLA attainment, ticket solve layer, capacity planning, onboarding performance, churn risk, and strategic goals.
• Provide regular operational reporting, including weekly Progress, Plans, and Problems (PPP) updates.
• Contribute to strategic planning, workforce planning, organizational initiatives, and cross-functional collaboration efforts.

What you'll need

• Bachelor's degree in Information Technology, Computer Science, Engineering, or equivalent experience.
• 15+ years of total experience.
• 5+ years of experience in cloud infrastructure, systems administration, managed services, or technical support environments.
• 2+ years of people leadership experience managing technical teams.
• Working knowledge of AWS, Microsoft Azure, and/or Google Cloud Platform.
• Experience managing customer escalations and service delivery operations.
• Strong analytical, communication, coaching, and stakeholder management skills.
• Fluent English communication skills; Spanish proficiency required.

Nice to have

• Public cloud certifications (AWS, Azure, GCP).
• Experience in managed services, SRE, DevOps, or modern operational support models.
• Experience leading distributed and geographically diverse teams.
• Demonstrated success driving automation and operational improvement programs.

Details

• Work from home, Gurgaon, India.
• Provides 24x7 public cloud support coverage.