Cloud Operations Manager

Atmosera empowers businesses to redefine what's possible with modern technology and human expertise. Our exceptional experience across Applications, Data & AI, DevOps, Security, and the Microsoft Azure platform enables organizations to accelerate innovation, enhance security, and optimize operational agility. As a Microsoft Partner with seven specializations, GitHub AI Partner of the Year, a member of the GitHub Advisory Board, and a member of the prestigious Microsoft Intelligent Security Association (MISA), Atmosera expertly delivers cutting-edge, integrated solutions that deliver business value. Your Impact You are joining us to lead one of two peer functions within Atmosera's Client Operations organization: either the Technician team responsible for initial client support and ticket management, or the Administrator/Engineer team responsible for advanced administration, engineering, and escalated technical work. In either assignment, you will own the performance, development, service quality, and continuous improvement of your assigned team while partnering closely with the peer Client Operations manager to create a connected operating model and seamless client experience. Your day-to-day will include coaching and developing employees; hiring, onboarding, workforce planning, capacity management, and 24x7 coverage; overseeing ticket health, workload, escalations, and incident, problem, and change practices; and using service data, automation, and AI to improve quality, efficiency, and scalability. You will maintain clear operating procedures, technical documentation, and client-specific runbooks; ensure employees are trained and appropriately authorized for their work; and partner with Client Success, Professional Services, Security Operations, Compliance, and other stakeholders to support client environments and service transitions. You will also work with peer Client Operations leaders to coordinate operational priorities, major incident response, cross-team improvements, and temporary leadership coverage during vacations, leaves, on-call rotations, and other business continuity situations. Success in this role means building a capable, accountable, and client-focused team; developing future leaders; strengthening operational discipline; and delivering measurable improvements in service performance and client experience.

What Success Looks Like 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. After 1 Year - Your Impact : Lead a high-performing operational team that consistently achieves its service objectives, contributes to strong client satisfaction, and supports operational excellence across Atmosera's managed services organization. Deliver measurable improvements in service performance, resolution quality, team capability, operational efficiency, and scalability.