Manager Public Cloud Managed Services

About the Role

We are seeking a Technical Manager who is a true "Player/Coach" a leader capable of managing people and process while remaining hands-on with the technology. In this role, you will lead the daily operations of our Public Cloud Managed Services team (AWS, Azure, GCP), serving as the bridge between high-level strategy and ground-level execution.

You will not just manage the workload; you will participate in it. A core component of this role is driving operational excellence, automation, and Client satisfaction. Working closely with Cloud Architects and Engineers, you will identify repetitive operational toil and replace it with scalable code and automated workflows. You will be the technical backstop for critical escalations, a mentor to your engineers, and a trusted advisor to our key clients.

Key Responsibilities

1. Operational Leadership & People Management (40%)

• Team Management: Manage team workflows and daily operations, and drive a strategy of continuous automation to engineer out operational toil
• SLA Governance: Ensure all incidents, service requests, and change orders are executed within defined Service Level Agreements (SLAs) and quality standards.
• Mentorship: Develop individual growth plans for engineers, fostering a culture of continuous learning and technical certification.
• Resource Planning: Balance resource allocation across support tickets, project work, and internal initiatives to prevent burnout and ensure delivery.

2. Automation, Orchestration & Strategy (30%)

• Drive Efficiency: Lead the initiative to transition from manual operations to "Ops as Code." Identify high-volume ticket categories and architect automated remediation paths.
• Tooling Ownership: Curate and evolve the operational toolchain, shifting from legacy monitoring to modern Observability and Infrastructure-as-Code (IaC) platforms that support dynamic, API-led cloud environments.
• Collaboration: Partner with Cloud Architects to ensure that new customer environments are built with "day-two" operations and automation in mind.
• Continuous Improvement: Regularly audit operational processes to identify bottlenecks and implement streamlined workflows.

3. Technical Execution & Incident Management (20%)

• Escalation Point: Serve as the final technical escalation point for critical incidents (P1/P0) before they reach executive leadership. Join war rooms and lead root cause analysis (RCA).
• Hands-On Engineering: Maintain your technical edge by taking on complex tickets, assisting with difficult migrations, or writing scripts/code/working tickets when the team is at capacity.
• Quality Assurance: Review technical implementations and changes to ensure they adhere to security best practices and internal standards.

4. Client Success & Pre-Sales Support (10%)

• Client Advocacy: Participate in Quarterly Business Reviews (QBRs) and high-stakes client meetings to translate technical metrics into business value.
• Opportunity Scoping: Assist the sales team with technical scoping for complex managed services deals, ensuring we only promise what we can profitably deliver.

Qualifications

Required Experience:

• 5+ Years of hands-on Cloud Engineering experience in at least two major public clouds (AWS, Azure, or GCP).
• 3+ Years of leadership experience (Team Lead or Manager) specifically within a Managed Services Provider (MSP) or Cloud Service Provider (CSP) environment.
• Deep Automation Experience: Proven track record of using Infrastructure as Code (Terraform, CloudFormation) and scripting languages (Python, PowerShell, Bash) to automate operational tasks.
• ITSM/ITIL Knowledge: Strong understanding of Incident, Problem, and Change Management processes (ITIL certification is a plus).

Technical Skills:

• Cloud Platforms: Deep expertise in AWS, Azure, and/or GCP core services (Compute, Networking, Storage, IAM, Kubernetes).
• DevOps Tools: Proficiency with CI/CD pipelines (GitLab, Jenkins, Azure DevOps) and configuration management (Ansible, Chef, Puppet).
• Monitoring & Observability: Experience configuring and tuning modern monitoring tools (Datadog, New Relic, CloudWatch, Prometheus).
• Containerization: Working knowledge of Docker and Kubernetes (EKS/AKS/GKE) administration.

Soft Skills:

• Crisis Management: Ability to remain calm and decisive during major outages.
• Communication: Excellent written and verbal communication skills, with the ability to explain complex technical issues to non-technical stakeholders.
• Ownership: A "buck stops here" mentality regarding the success and stability of client environments.