Cloud Operations Manager

We measure success by results and alignment. Here is how we define a win for this role over your first year. 

After 90 Days 

• The Foundation: Develop a strong understanding of Atmosera's Client Operations organization, service delivery model, client portfolio, operational tooling, escalation paths, compliance requirements, and ITIL-based processes. Assess your team's capabilities, service performance, coverage model, operational health, and improvement opportunities. 

• The Integration: Establish trusted working relationships with your team, peer Client Operations leaders, Client Success, Professional Services, Security Operations, Compliance, and other key stakeholders. Create clear expectations, accountability, communication rhythms, and partnership practices within your assigned function. 

• The Contribution: Identify and begin executing a measurable operational improvement focused on an area such as queue health, backlog reduction, escalation quality, incident management, change management, automation, knowledge management, service coverage, or client experience. 

Required Skills: The Non-Negotiables 

• Years of Experience: Five or more years of experience in cloud operations, infrastructure operations, managed services, technical support, engineering, or service delivery, including at least three years directly managing technical teams. 

• Role-Specific Mastery: Experience leading a technical support, service delivery, engineering, operations, or managed services team in a fast-paced environment. Strong working knowledge of Microsoft Azure infrastructure and cloud operations, with the technical depth and troubleshooting expertise to guide either a Technician team or an Administrator/Engineer team and earn credibility with technical employees and stakeholders. Demonstrated ability to hire, onboard, coach, evaluate, and develop employees; establish clear expectations and development plans; and support career progression and certification attainment. 

• Operational Excellence: Experience owning service delivery for an assigned team in a 24x7 environment, including workforce and capacity planning, schedules, shift and on-call coverage, ticket health, workload management, and service quality. Ability to ensure work is prioritized, routed, documented, escalated, and resolved in line with service commitments; lead or support major incidents; enforce incident, problem, and change practices; maintain escalation paths, operating procedures, technical documentation, and client-specific runbooks; and ensure employees are trained and appropriately eligible, authorized, and assigned for regulated work. Sound judgment to balance urgency, quality, operational risk, coverage, and client communication under pressure, including the ability to pass a federal background check for Public Trust Fitness. 

• Communication: Clear, calm, and effective written and verbal communication skills. Ability to report KPIs, service performance, emerging risks, incident summaries, improvement priorities, and recommended actions to individual contributors, technical contacts, client executives, and internal leadership. Commitment to professional, timely communication during incidents, escalations, operational reviews, and service transitions. 

• Collaboration: Experience partnering across operational teams and support functions to coordinate staffing, priorities, escalations, major incidents, service transitions, and continuous improvement. Ability to work closely with peer Client Operations leaders without blurring ownership of the assigned team; collaborate with Client Success, Professional Services, Security Operations, Security, and Compliance; support audits, evidence collection, and remediation; and provide temporary leadership coverage during vacations, leaves, on-call rotations, major incidents, and other business continuity situations. 

• Problem Solving: Ability to use service and workforce data to identify trends, root causes, resource needs, and operational risks, then implement durable solutions that reduce repeat incidents and improve the client experience. Experience owning and reporting relevant KPIs, such as SLA attainment, response and resolution time, escalation rate, backlog, ticket aging, change success rate, service quality, automation adoption, and client satisfaction. Demonstrated ability to improve processes, tooling, training, monitoring, documentation, automation, or AI-assisted workflows while coordinating cross-team changes to avoid unintended downstream impacts. 

These Core Three represent the heartbeat of Atmosera. They are the behaviors and attributes we align to every day, defining how we interact, solve problems, and celebrate our wins together. This is simply who we are at our best. 

• Humble: Low Ego, High Impact. We share credit easily, admit when we're wrong, and view every mistake as a data point for growth. 

• Hungry: Internal Drive. We have a natural bias for action. We don't wait for permission to solve a problem or find a better way to do things. 

• Mindful: Intentional Awareness. We are conscious of our impact on the team. We listen more than we speak and respond to challenges with empathy and situational awareness. 

We value your time and aim for transparency. Our typical interview process includes: 

• Talent Screen: 30 minutes. A conversation about your background, leadership experience, career goals, and the mission of the role. 

• Impact & Attributes Assessment: 45 minutes. A discussion focused on how you lead, solve problems, develop people, handle operational pressure, and demonstrate Atmosera's Core Three. 

• Collaborator Loop: 60-90 minutes. Conversations with key partners focused on your technical and operational capabilities, service management experience, leadership approach, and ability to work across teams. This stage may include a presentation, scenario, or work sample. 

• Final Alignment: 30 minutes. A closing conversation with leadership to align on expectations, organizational needs, and the impact of the role.