Description
Manager, Cloud Operations - Weekend Shift
Remote, USA OneStream Software LLC
Benefits Offered Vision, Medical, Life, Dental, 401K
Compensation $110,000.00 - $135,000.00 (Range applies to US Candidates only) + Benefits/Variable Comp/Equity - Range may vary based on experience
Employment Type Full-Time
ABOUT THE JOB
OneStream Software is a hyper-growth SaaS company, which means that our core operations teams and infrastructure must constantly be evolving to sustain and further this growth. We are looking for a hands-on Cloud Operations Manager to join our Cloud Operations team to execute day-to-day activities as well as contribute to the overall growth and maturity of our cloud platform. You will lead a team that provides insight, response, and service management to maintain high service reliability and availability through extensible services and platforms, standardized processes, data insights and product feedback. This role will involve daily coordination across teams to ensure successful handoff as we 'follow the sun' for supporting our global customer base. The ideal candidate will have a proven track record of leading infrastructure, operations, or support teams in an enterprise SaaS environment. A blended passion for servant leadership, technology, knowledge growth, collaboration, and customer success are what makes a person successful in this role.
** This position will have a requirement to work Thursday through Monday 8am-5pm ET. **
Primary Responsibilities:
Oversee and ensure provisioning of new customers, add-on, and migrations are completed within SLOs
Ensure service requests and incidents are triaged, documented, and resolved within defined SLOs/SLAs
Creation and maintenance of technical documentation, workflows, and knowledge base articles
Provide support for level 2+ incidents and lead team members through technical challenges
Develop and manage meaningful relationships to work cross-functionally with engineering, development, and support teams to breakdown silos, increase communication, and reduce friction.
Monitor cloud environments and act on alerts/events, identify issues and ensure systems and automations are running optimally. Responsible for continuously generating and analyzing metrics to ensure that performance levels are satisfactory, and trends are identified and proactively addressed as necessary.
Proactive monitoring of the end-to-end customer infrastructure ensuring availability targets are achieved.
Ensure adherence to SOC, ISO27001, and FedRAMP moderate & high controls through technology, people, and processes
Maintain systems in accordance with best practices to improve service delivery, availability, disaster recovery, and security posture.
Oversee the planning and deployment of maintenance (Patching, PKI renewal) and infrastructure upgrades.
Define and report on OKRs and SLOs to monitor process health and track continuous improvement efforts
Contribute to ITSM practices and drive continuous improvement through the value chain - Service Delivery, Service Desk, Event Management, Incident Management, Configuration Management and Change Management
Human Resource Management
Recruit, lead and manage high-performing teams through mentorship, coaching, professional development while having fun and embracing individuality
Oversee staff scheduling and task delegation in support of 24x7 operations across NA, EMEA, and APAC support centers
Conduct performance appraisals
Encourage professional development through the availability of appropriate training opportunities
DESIRED SKILLS AND EXPERIENCE
Formal Education and Certification
BS/BA in Computer Science, Engineering, or relevant field
Azure Administrator Associate (Az-104 preferred) or equivalent across public cloud vendors
Knowledge and Experience
7+ years of experience in Information Technology, Infrastructure, Service Desk, or Networking
3+ years of experience as an IT Manager, Engineering Manager, Service Desk Manager, or similar role
General knowledge of identity management and information security best practices.
Demonstrated understanding and experience leveraging ITIL Framework, Practices and Service Value Chain
Experience developing and managing to OKRs, SLAs and SLOs
Hands-on technical expertise with implementation and administration of one or more cloud platforms (Azure, AWS, GCP). Azure is preferred.
Experience with Microsoft technology stack (Windows Server, .NET/C#, IIS, SQL Server, Azure/Active Directory, M365)
Familiarity with compliance frameworks and standards such as SSAE SOC, ISO or FedRAMP, and the application of technology to meet or exceed applicable controls.
Ability to drive organizational change and build infrastructure capabilities that effectively optimize operational efficiency and deliver innovative solutions.
Nice to Have
Experience working for a cloud service provider (CSP), managed service provider (MSP), or enterprise SaaS company.
Intermediate knowledge of application architecture and design
Experience using ServiceNOW ITSM, Service Catalog, CMDB, Incident Management
Automating processes using PowerShell, Bash, Python, or REST APIs
Network and application security device configuration and management (Cisco, Barracuda, Palo Alto, SonicWall)
Experience with Corporate Performance Management (CPM) tools such as SAP, Oracle Hyperion (HFM, FDM, Planning, Essbase, Enterprise, PBCS, FCCS), IBM Cognos, Anaplan, or similar CPM solutions.
Personal Attributes
Strong reasoning skills.
Self-motivated, self-starter.
Strong reasoning skills
Self-motivated, self-starter
Independent thinker, uses good judgement
Ability to think fast on their toes
Sound decision making skills
Ability to evaluate pros and cons
Ability to multitask a variety of projects.
Prioritization skills.
Comfortable communicating with all levels of management.
Experience with OneStream Software... For full info follow application link.
