To continue creating products and experience that customers love and value, we are seeking an experienced Cloud Operations Service Manager!
As a Cloud Operations Service Manager, you will be responsible for the seamless delivery of the CloudOps services. In doing that you will liaise with Product teams, Project teams, Application Management Services teams, Application Monitoring and Operations team, vendors, internal stakeholders.
You will develop a deep understanding of XTEL technology landscape, use that knowledge to determine the right course of action for the requests related CloudOps services; you will be a key contributor to setting the CloudOps roadmap.
You will develop a good understanding of Customer development and environments landscape will help you understand the context of their needs which will streamline your interactions with the teams involved and expedite delivery.
RESPONSIBILITIES: Understand the business requirements behind infrastructure requests and validate them with all relevant stakeholders. Oversee the provisioning of infrastructure components for customer projects and Product; schedule, and prioritize the requests, facilitate decision making. Assess and redirect the request when not in scope of CloudOps to the appropriate Product, Project or AMS teams. Ensure the change management process is followed when Infrastructure changes are requested, facilitate CAB meetings. Own the CloudOps change management process. Coordinate across CloudOps sub-teams and with Product/Project/AMS teams for complex requests that require delivery by multiple teams. Coordinate with and among resolver teams, help them remove the roadblocks to ensure successful delivery of the support tickets. Maintain permanent contact with and leverage the internal stakeholders of the support process, for work scheduling and prioritization requests. Handle escalations and requests for prioritization, that cannot be handled at the layers below. Understand escalation rationale, challenge to accurately assess the impact and action needed. When capacity exceeds demand, prioritize, propose trade-offs with other tickets of the same project or of other projects, drive agreement among requestors. Ensure tickets are updated with an appropriate frequency so that requestors understand the progress. Maintain an overview of and actively drive cost optimization activities. Identify new cost optimization based on infrastructure utilization information. Advocate best practices in cost management with all the teams involved. Monitor and drive SLA adherence at service level, take remediation action in case of deviations. Monitor infrastructure, ticket delivery and process performance trends, e.g., lead time for delivering the infrastructure, ageing tickets, open tickets by severity, tickets resolved vs. created, increasing time by process stage, identify and implement proposed solutions. Drive process compliance with teams requesting support and with resolver teams, use of the ticketing tools, use of prioritization criteria. Make proposals for improvement (process, WoW) when encountering/noticing inefficiencies during day-to-day activities. Actively participate in improvement initiatives, drive selected ones that relate to ticket activity. QUALIFICATIONS: Bachelor's degree in computer science/engineering or equivalent experience. Good knowledge of ITIL, certification is a plus. Proven operational support experience preferably in international implementations. Experience in supporting Azure services, specifically AKS, WebApps, SQL Azure, DevOps, Application Insights is an advantage. Understanding of software applications architecture and infrastructure. Strong analysis and debugging skills in a complex infrastructure environment. Familiarity with software development lifecycle (SDLC) processes. Familiarity with Agile SDLC methodologies and practices. Industry experience in CPG/FMCG, retail or sales automation is advantageous. Critical thinking, problem-solving skills and customer orientation. Strong interpersonal skills. Fluent in English written and spoken. What will you get: Challenging position in a fast-growing AI-driven revenue management company. Being a part of a diverse and international team with a strong ownership and can-do mentality. The opportunity to meaningfully contribute to the continued growth and development of the organization. A cross-functional role that spans across geographies and departments in the company. Flexible working with possibility of hybrid work (the company HQ is based in Bologna). We as a team have a passion for learning and growing to be the best version of ourselves. Do you have strengths you can share? If so, we'd love to hear from you. We appreciate that everyone has different backgrounds and experience, so if you don't meet all the criteria above, please don't be deterred from applying. We could be just what you are looking for!
Please note that this job description provides a general overview of the responsibilities and qualifications required. It is not an exhaustive list, but we believe it captures the essence of this exciting role.
XTEL is an equal opportunity employer and values diversity. All applicants will be considered for employment without attention to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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