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Cloud Operations Manager
Kuala Lumpur
Job No. r00255141
Full-time
Job Description
#LI-GM
Job Title: Cloud Operations Manager
Client & Project Overview:
We are seeking a Cloud Operations Manager to lead the operational aspects of the Google Workspace Support project for our client. The Operations Manager will be responsible for ensuring the successful execution of support operations, aligning with business objectives, and driving continuous improvement initiatives within the Google Cloud Platform (GCP) environment.
Key Responsibilities:
Operational Leadership & Strategy:
Lead and oversee day-to-day GCP support operations, ensuring efficient service delivery and adherence to performance goals.
Drive and implement operational initiatives to enhance processes, optimize resource utilization, and meet business objectives.
Act as the primary point of contact for the management team, ensuring strong collaboration and alignment with client expectations.
Own and manage business KPIs, regularly reviewing metrics and taking strategic actions to achieve them.
Identify and mitigate operational risks, ensuring compliance with all service agreements and quality standards.
People & Performance Management:
Manage a team of Technical Support Representatives (TSRs), ensuring optimal staffing levels, scheduling efficiency, and workload distribution to meet billable hours targets.
Drive employee engagement and satisfaction, fostering a culture of continuous learning, growth, and high performance.
Conduct regular performance evaluations, set objectives, and provide guidance for professional development.
Implement initiatives to boost morale and retention, ensuring a positive and productive work environment.
Financial & SLA Management:
Oversee the financial administration of operations, including SLA credit tracking, invoicing, forecasting, and budget management.
Ensure timely and accurate invoicing, collaborating with finance teams to address billing discrepancies and forecast revenue streams.
Monitor and track service level agreements (SLAs) to ensure compliance, proactively addressing potential breaches to avoid penalties.
Drive cost optimization initiatives to improve the profitability of operations without compromising service quality.
Stakeholder & Client Engagement:
Collaborate with cross-functional teams and stakeholders to deliver high-impact operational results.
Act as an escalation point for critical operational issues, providing timely resolutions and maintaining client confidence.
Prepare and present operational performance reports to internal leadership and stakeholders, highlighting key insights and improvement plans.
Process Improvement & Compliance:
Identify process gaps and inefficiencies, leading efforts to enhance operational workflows and optimize service delivery.
Ensure adherence to industry best practices, security standards, and compliance requirements across operations.
Support incident management processes and coordinate with relevant teams for swift resolutions.
Qualifications
Required Qualifications:
Bachelor’s degree in Engineering (Computer Science preferred) with at least 2+ years of professional experience.
10+ years of experience in operations management, preferably within cloud-based environments.
Cloud certification (Google Cloud Professional Certification is a major plus).
Strong understanding and experience with Google Cloud Platform (GCP) applications and operations.
Proven track record in leading large technical support teams and driving operational excellence.
Demonstrated experience in financial management, billing, and SLA tracking.
Excellent stakeholder management skills with the ability to collaborate effectively across teams and levels.
Strong analytical skills to interpret operational data and drive data-driven decision-making.
Proficiency in tools such as Google Workspace, project management platforms, and reporting dashboards.
Preferred Skills:
Technical Expertise:
Familiarity with cloud-based applications running on GCP, including infrastructure, security, and monitoring services.
Understanding of ITIL processes and service management frameworks.
Soft Skills:
Excellent communication and negotiation skills to manage stakeholders and drive alignment.
Strong leadership and people management abilities, fostering a collaborative team culture.
Problem-solving mindset with the ability to work under pressure and meet tight deadlines.
Additional Information:
This role offers an exciting opportunity to lead GCP operations and work closely with a global technology leader.
The position requires flexibility in working hours to accommodate business needs and client engagements across different time zones.
Travel may be required occasionally to meet with stakeholders or for business reviews.
