Manager, Cloud Support

Job Title: Manager, Cloud Support Role Overview: This is a critical leadership role where you will ensure the 24x7 stability of our cloud services while also driving business growth. You will lead the cloud support team in managing everything from incident response and SLA performance to providing expert presales support, solution design, and customer cost optimization. Key Responsibilities: Lead 24x7 Operations: Manage the cloud support team, overseeing monitoring, L1/L2 support, and ensuring operational stability and availability. Incident & Problem Management: Own the Major Incident Management process and support Root Cause Analysis (RCA) activities to prevent recurrence. SLA & Reporting: Track, report on, and drive improvements for all operational SLAs and Key Performance Indicators (KPIs). Solutioning: Lead technical presales activities, design customer cloud solutions, and coordinate technical responses for RFPs. Commercial Support: Develop customer cloud cost optimization (FinOps) strategies and provide technical insights into our managed services portfolio. Team & Process Leadership: Mentor your team, manage schedules, and continuously improve support runbooks and operational readiness processes. What You Bring: Experience: 10+ years in cloud operations or support, with at least 3 years in a leadership role managing a 24x7 team. Hybrid Skills: Proven ability in both technical operations management (ITIL, Incident Management) and customer-facing commercial support (presales, solution design). Cloud Proficiency: Deep knowledge of at least one major cloud platform (AWS, Azure, or GCP). Technical Toolkit: Experience with modern monitoring tools (Site24x7, Grafana, etc.) and ITSM platforms (Jira Service Management, ServiceNow). Leadership: Strong people management skills with a proven ability to lead effectively under pressure. Education & Certs: Bachelor's degree in a technical field. ITIL and relevant Cloud certifications (e.g., AWS Solutions Architect) are highly desirable. 10-15 yrs Job Title: Manager, Cloud Support Location: New Town, Kolkata, India Role Overview: This is a critical leadership role where you will ensure the 24x7 stability of our cloud services while also driving business growth. You will lead the cloud support team in managing everything from incident response and SLA performance to providing expert presales support, solution design, and customer cost optimization. Key Responsibilities: Lead 24x7 Operations: Manage the cloud support team, overseeing monitoring, L1/L2 support, and ensuring operational stability and availability. Incident & Problem Management: Own the Major Incident Management process and support Root Cause Analysis (RCA) activities to prevent recurrence. SLA & Reporting: Track, report on, and drive improvements for all operational SLAs and Key Performance Indicators (KPIs). Solutioning: Lead technical presales activities, design customer cloud solutions, and coordinate technical responses for RFPs. Commercial Support: Develop customer cloud cost optimization (FinOps) strategies and provide technical insights into our managed services portfolio. Team & Process Leadership: Mentor your team, manage schedules, and continuously improve support runbooks and operational readiness processes. What You Bring: Experience: 10+ years in cloud operations or support, with at least 3 years in a leadership role managing a 24x7 team. Hybrid Skills: Proven ability in both technical operations management (ITIL, Incident Management) and customer-facing commercial support (presales, solution design). Cloud Proficiency: Deep knowledge of at least one major cloud platform (AWS, Azure, or GCP). Technical Toolkit: Experience with modern monitoring tools (Site24x7, Grafana, etc.) and ITSM platforms (Jira Service Management, ServiceNow). Leadership: Strong people management skills with a proven ability to lead effectively under pressure. Education & Certs: Bachelor's degree in a technical field. ITIL and relevant Cloud certifications (e.g., AWS Solutions Architect) are highly desirable.