Manager, Cloud Operations Jobs

A named leader by Forrester in the sales performance management space, Varicent was founded in 2005 when we pioneered sales performance management software. Evolving quickly to become the fastest growing software company in North America according to Deloitte’s Fast 50™ in 2010, Varicent was acquired by IBM in 2012 and has since been re-founded as an independent global business serving mid-size and enterprise clients with our full suite of solutions to assist in smarter territory and quota planning, efficient lead to revenue operations, and the fastest and most flexible way to pay sellers accurately and on-time. We are looking for talented, driven people that can make an impact across our organization.

Reporting to the Director, Cloud Operations, you will be responsible for supervising the day-to-day activities of Varicent's global cloud infrastructure. Leading a team of regional leads, you will strive for predictable operations and consistent service delivery across all time zones. Key responsibilities include continuous development of Cloud Operations employees, implementing improvement initiatives, fostering team engagement, acting as the primary escalation point, and nurturing effective collaboration with counterparts throughout the organization.

What You Will Do

• Collaborate with cross-functional teams to design and implement global Cloud Operations initiatives that improve efficiency and increase productivity.
• Ensure consistent adherence to Change Management process with the objective of zero incidents resulting from change.
• Ensure and measure team responsiveness to all service connection points as per set expectations.
• Ensure compliance with security and regulatory requirements in cloud operations.
• Establish and maintain effective communication channels with stakeholders across the organization, including senior management, development teams, and operations teams.
• Make sure operational documentation and knowledge base is created, accurate and up to date.
• Define, continuously monitor, and analyze team performance metrics and identify areas for improvement.
• Lead and develop regional team leads. Provide support and mentoring to these leaders by providing opportunities to develop their leadership skills and experience.
• Through the regional team leads, manage a global team of Cloud Operations engineers, ensuring their productivity and efficiency.
• Develop and implement training programs for the Cloud Operations team to improve skills and stay up-to-date with the latest cloud technologies and trends.
• Implement strategies to improve the efficiency and productivity of the Cloud Operations team and the cloud infrastructure.
• Act as an escalation point for incident resolutions and ensure postmortems are created and actioned on.
• Drive the adoption of Cloud Operations best practices across the organization, ensuring consistency and standardization across global teams.
• Act as a key point of contact for escalated issues.
• Work closely with development and operations teams to optimize cloud workflows and automate processes to reduce time-to-market and increase software quality.

Success Criterias:

• Get to know your team and peers.
• Understand our SaaS products and services and technologies that empower our services.
• 1-3 Months:
• Drive team engagement, inspire team with your leadership and lead-by-example attitude.
• 4-6 Months:
• Participate in Incident reviews, maintenance planning activities, and change reviews.
• Strive for excellence, challenge yourself and team by pushing the goal posts out.
• Onboarding of new products and services.
• Contribute to continuous improvement of the infrastructure, governance processes, and our SaaS products.
• Ensure consistent responsiveness to incidents across all time zones, incidents prompt resolution, and creation of action plan to prevent incidents from recurring.
• Learn intricacies of managing team in a global environment. Develop awareness of differences in countries laws and procedure
• Get an intimate knowledge of the Operations, Jira, and other governance processes (you will own the execution).
• 7 Months & Beyond:
• Define performance metrics and objectives for your team.
• Intimate understanding of Cloud team resources utilization across all operational functions and how team fluctuations impact services delivery.
• Get familiar with organizational culture, purpose, and goals.
• Establish yourself as a leader, mentor, and coach for your team, and trusted and reliable business partner across organizational peers.
• Own execution of operational processes, namely Change, Incident, Release, Problem, and Service Management.
• Continuous performance reviews of the team and individual contributors through the team leads.
• Ensure consistency of service throughout all time zones.

What you will bring:

• 3 years experience managing and leading global teams in a Cloud Operations environment.
• Strong problem-solving skills and ability to work in a fast-paced environment.
• Excellent collaboration skills, with the ability to work effectively with cross-functional teams and stakeholders across different geographies and time zones.
• Strong understanding of cloud computing platforms such as AWS, Azure, GCP or IBM Cloud, as well as cloud automation and orchestration tools.
• Knowledge and experience with commonly used security and operational frameworks (e.g. ISO, SOC, PCI, etc) is an asset
• 10 years experience in Cloud Operations or a related field with SLAs of upward 99.9%.
• Solid experience with Jira or other Service Management platform building and enhancing workflows, and as a tool for measuring team and individual performance.
• Well organized with ability to communicate concisely and clearly; create technical presentations and executive summary to back your ideas.
• Certifications in Cloud Operations or related fields are a plus.
• Proficiency in process improvements that increase efficiency and productivity.
• Bachelor's degree in Computer Science or a related field.

Varicent is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. If you require accommodation at any time during the recruitment process please email [email protected]

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