Manager - Cloud Services

We are looking for a highly skilled Cloud Support Manager with strong hands-on AWS experience to lead our cloud support operations. This role focuses on managing a high-performing support team, ensuring SLA adherence, optimizing cloud costs, and maintaining reliable cloud-hosted production environments. The candidate must be technically strong, customer-focused, and experienced in AWS-based web application hosting.

Key Responsibilities:

Team & Operational Leadership:

Lead, manage, and mentor the Cloud Support Team.

Establish best practices for support operations and continuous improvement.

Ensure optimal shift management, workload balance, and escalation handling.

Technical Delivery AWS Cloud

Provide hands-on expertise for AWS services (EC2, RDS, S3, VPC, IAM, CloudWatch, EKS, Lambda, ALB/NLB).

Oversee hosting, maintenance, and troubleshooting of cloud-based production systems.

Review deployment pipelines, configurations, and environment stability with DevOps.

Cost Monitoring & Optimization:

Monitor cloud usage and monthly billing using AWS Cost Explorer and Budgets.

Identify cost inefficiencies and drive optimization initiatives such as:

Rightsizing EC2/RDS

Implementing S3 lifecycle policies

Optimizing EBS volumes

Using Reserved Instances / Savings Plans

Prepare periodic cost reports and recommend cost-saving opportunities.

Incident & Problem Management:

Lead end-to-end Incident Management, including communication, coordination, and service restoration.

Drive Problem Management to identify and eliminate recurrence issues.

Document incidents, RCAs, and preventive measures thoroughly.

Customer & Stakeholder Engagement:

Serve as the main escalation point for customers.

Conduct regular service review meetings with clients.

Share status updates, incident summaries, and performance reports.

SLA & Ticket Governance:

Oversee ticket queues in Jira Service Management.

Ensure compliance with response and resolution SLAs.

Track support KPIs and generate weekly/monthly reports.

Cross-functional Collaboration:

Work closely with Developers, DevOps, QA, and Project Managers.

Participate in architecture reviews, Go-Live readiness checks, and production deployments.

Facilitate knowledge transfer and support readiness before new rollouts.

Documentation & Tools:

Maintain SOPs, runbooks, KB articles, and architecture diagrams in Confluence.

Oversee monitoring and logging dashboards in CloudWatch, Grafana, Prometheus, and ELK.

Industry Best Practices:

Apply ITIL practices across Incident, Problem, and Change Management.

Ensure cloud security, compliance, and governance standards are followed.

Drive automation and innovation to reduce manual tasks.

Required Skills & Experience:

7+ years IT experience; 3+ years in Cloud Support/Operations leadership.

Strong hands-on AWS skills with ability to troubleshoot complex issues.

Experience in supporting web and microservices applications.

Good understanding of DevOps tools and CI/CD concepts.

Excellent communication and customer management abilities.

Experience with Jira Service Management and Confluence.

Strong analytical skills and ability to handle high-pressure scenarios.

Preferred Qualifications:

AWS Certifications (Solutions Architect, SysOps Admin, DevOps Engineer).

ITIL Certification.

Knowledge of cost governance frameworks.

Experience in managed services environments.

Why Inadev: