Manager - Cloud Infrastructure Support

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Description

Position Summary The Manager, Cloud Infrastructure Support is responsible for leading a team of Cloud Administrators and Cloud Engineers delivering Day 2 managed services across public cloud platforms. This role provides operational leadership, workforce management, customer escalation support, performance coaching, and continuous improvement initiatives to ensure exceptional service delivery, customer satisfaction, and operational efficiency. The manager is accountable for team health, business performance, strategic execution, and alignment with Cloud Infrastructure Support (CIS) objectives. Key Responsibilities Operational Leadership Lead a team of Cloud Administrators and Cloud Engineers providing 24x7 public cloud support services. Ensure adherence to service level objectives (SLOs), service level agreements (SLAs), quality standards, and operational processes. Monitor ticket queues, workload distribution, support coverage, backlog health, and customer impact. Drive rapid response and resolution of customer escalations, major incidents, and business-critical events. Coordinate with Incident Management teams, platform vendors, and cross-functional teams during high-severity incidents. People Leadership Recruit, onboard, develop, and retain high-performing technical talent. Conduct regular one-on-one meetings, coaching sessions, goal reviews, and performance discussions. Mentor team members on technical, operational, and customer-facing competencies. Foster a culture of ac

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