Cloud Operations Manager

Egen is a data engineering and cloud modernization firm helping industry-leading companies achieve digital breakthroughs and deliver for the future, today. We are catalysts for change who create digital breakthroughs at warp speed. Our team of cloud and data engineering experts are trusted by top clients in pursuit of the extraordinary. An Inc. 5000 Fastest Growing Company 7 times, and recently recognized on the Crain’s Chicago Business Fast 50 list, Egen has also been recognized as a great place to work 3 times.

The Engineering Manager - Cloud Operations demonstrates prior progressive career experience successfully leading a team of cloud Architects, engineers and administrators. The Engineering Manager - Cloud Operations will have broad IT experience and deep understanding of IT technologies as well as engineering processes, cost estimating, business acumen, project management, and all aspects of ITSM.

As the Engineering Manager - Cloud Operations, you will be responsible for the overall day-to-day operations of managing Cloud Applications Services. In this role, you will be responsible for leading a team of Cloud Operations Engineers and developing the Cloud Ops strategic vision to include; assessments, remediation, consulting, onboarding, system setup, system administration, monitoring, incident resolution, problem management, configuration/change management, security management, logging and monitoring, demand/capacity planning, availability management, disaster recovery, cost optimization, cloud migrations and cloud support. This individual will work closely with Client stakeholders, Product Management, Product Development, and Information Security Officer in the creation of technical cloud standards and cloud architecture and deliver strategic objectives. This position is responsible for developing, implementing best practices, policies and procedures to manage cloud operations staffing and leadership.

Responsibilities:

• The Engineering Manager - Cloud Operations supports the business development team’s creation of the technical solution for submission, governance presentations, negotiations and any head start preparation.
• Works closely with the Project Management, Consulting Services and Service Delivery teams to provide services and projects that adhere to quality, schedule and budget.
• Works closely with the operational teams providing status and obtaining reach-back support
• Serves as the technical guide on large, complex projects and providing technical advice/input that impact successful contract execution across the enterprise solution.
• Affects Service Delivery by iterating solutions, processes, standards or operational plans that lead to successful execution and continuous improvement.
• Resolves highly complex and multi-dimensional problems requiring consideration of variables that affect multiple aspects of the project/program. Problems range from high impact operational events to tactical corrections.
• Ensure that Cloud platforms developed by Egen are designed for 24 X 7 operations, Disaster Recovery, Performance Monitoring and oversee Network Operations, Event Management, Incident Management, Problem/Escalation Management, Configuration Management and Change Management Processes.
• Contribute to and enhance Security policies and procedures for Cloud services performed by Egen. Implement System Management Tools to provide monitoring and management of all Cloud infrastructures.
• Define and report Key Performance Indicators to monitor process health; define and report Customer facing service metrics. Collaborate with Security organization to implement and oversee Security policy, monitoring, and guidelines.
• Conduct System Outage Analysis to prevent the re-occurrence of incidents. Implement continuous improvement plans for all services and processes.
• Directly manage a geographically distributed team of cloud engineers who are responsible for the cloud architecture, design, implementation, and operations of critical, massive scale, shared services.
• Service design activities will include building out service capabilities to match SLA requirements, capacity modeling for scale and cost, and security management.
• Ensure all technical procedures (Installation, Configuration, Run Books) are documented and updated and are contributing to the maintenance of operational standards where the automation of the infrastructure services and system administration tasks are critical. Implementation of a monitoring strategy to provide rapid feedback and diagnostics in the event of a service disruption is imperative.
• Relentlessly introduce new ways of improving, optimizing & scaling the cloud services
• Advanced Certification in Cloud Service Providers such as AWS, Azure, GCP is a plus.
• Coach and mentor direct reports, supporting and inspiring their development and career growth objectives.

Qualifications:

• Bachelor's degree or equivalent years of experience to include 3+ years of leadership with progressively increasing responsibility, including leading teams in a software development environment.
• Experience in large complex multi-product information systems, Cloud services required.
• Experience/familiarity with Cloud Operating Models.
• Experience with Google Cloud (GCP), Amazon Web Services (AWS) and/or Microsoft Azure is necessary.
• 2+ years of IT Service Management and/or operations, compute, memory, and storage management, virtualization, networking, systems management, and/or project management recommended.
• Experience in ITIL, SAE16 / SOC 2, ISO27001 and NIST 800-53 preferred for this position.
• Certification in Agile considered a plus for this position.
• Ability to think strategically while tactically setting goals and tasks scope
• Demonstrated leadership and interpersonal skills with the ability to effectively supervise, coach and influence employees.
• Self-directed with ability to work effectively under pressure and with competing priorities.
• Must have excellent communication skills and be able to work in a fast paced dynamic environment.
• Strong analytical and problem solving skills, with the ability to work independently as well as collaboratively in a team environment.
• Experience effectively communicating at senior levels within a customer organization and meeting with stakeholders to formulate, review, and execute task plans and deliverable items.
• Experience applying service and product frameworks and best practices.
• Experience managing firm fixed price task orders and performance-based contracts.
• Knowledge of IT governance frameworks and experience architecting and implementing solutions to satisfy the framework controls/requirements.
• Experience with Service Desk support and operations.