Cloud Operation Manager

As a Cloud Operations Manager at Seclore, your role will involve leading the CloudOps and Customer Support teams in Mumbai to ensure the operational stability, security, and scalability of the Seclore Cloud infrastructure. You will be responsible for a mix of hands-on technical expertise and strong leadership to drive efficient service delivery, cost optimization, operational improvements, and cross-functional collaboration. Your focus will be on process automation, continuous improvement, effective incident management, and mentoring the team towards operational excellence. Key Responsibilities: - Provide leadership to the Cloud platform team and product support operations for managing 24/7 service delivery and executing improvement projects - Own and enhance the cloud infrastructure, including provisioning, configuration management, cost optimization, security, and scaling - Plan and manage staff scheduling to ensure 24x7x365 on-call coverage for cloud operations - Lead, mentor, and develop team members to achieve operational excellence - Develop and implement processes, systems, and technology to support the cloud support function - Collaborate with Support and Engineering teams to resolve production and POC environment issues - Promote automation-first culture and identify opportunities for reducing toil through scripting, IaC, and DevOps tools - Lead customer engagement from a support perspective and ensure smooth usage within customer environment - Provide Product Intelligence and Customer Intelligence to the product and customer success teams - Facilitate training programs to enhance product knowledge, technical skills, and customer engagement skills of team members - Define, track, and improve operational metrics for effective technical support operations - Handle escalations and interact with difficult clients personally - Identify and prioritize issues and enhancements for the Product Team Qualifications Required: - Technical degree (Engineering, MCA) from a reputed institute with at least 15 years of relevant experience (MBA will be a plus) - Minimum 10 years of service delivery/operation and management experience - Experience in leading a team of at least 30 members - Understanding of international application support operations - Experience in a software professional service or product-based company, with the ability to interact effectively with technical and non-technical individuals - Knowledge of Cloud infrastructure/services, delivery models, storage concepts, networking basics, etc. - Familiarity with Processes and Metrics related to Customer Support Operations - Excellent communication and team leadership skills - Experience with Cloud Security compliance and audits is advantageous - Customer service orientation - Mindset focused on continuous improvement and enhancing operational processes and outcomes,