Manager - Cloud Support

Requirements

• First degree in Computer Science, Engineering, Information Technology, or a related field. Certifications in cloud platforms, operations, monitoring, or IT Service Management are advantageous.
  

• 6 - 13 years' experience in cloud operations, infrastructure support, systems administration, or enterprise technical support, including hands-on exposure to hyperscaler and/or private cloud environments.
  

• Manage day-2 support governance for cloud-hosted workloads across supported cloud environments.
  
• Ensure effective execution of incident, problem, change, monitoring, and recovery processes for cloud-supported services.
  
• Maintain operational documentation, support procedures, and control practices in line with approved standards.
  
• Oversee daily support coverage for cloud-based enterprise services across assigned environments.
  
• Validate operational readiness for planned maintenance, releases, and workload transitions into support.
  
• Ensure service issues are properly logged, prioritized, tracked, and closed within agreed processes.
  
• Maintain an accurate support knowledge base, including known errors, workarounds, and service dependencies.
  
• Review exception reports, unresolved issues, and aged tickets, and drive follow-through to closure.
  
• Support coordination of major incidents and post-incident review actions across affected services.