Lead multi-cloud infrastructure operations (Azure, AWS, GCP), ensuring performance, security, cost optimization, and SLA delivery. Manage critical incidents, RCA, service quality, and customer satisfaction while driving service excellence and business growth.
Responsibilities
- Oversee the design, implementation, and support of infrastructure services on Azure, AWS, GCP, and local cloud.
- Ensure optimal performance, availability, and security of all cloud services.
- Manage costs effectively and optimize cloud resources.
- Improve the operational systems, processes and policies in support of organization's mission
- Monitoring the effectiveness of the team against SLA's, driving change as needed to deliver service at a level that exceeds customer needs.
- Conducts activity to restore service of critical incidents by: Reacting with ownership and urgency; Leading cross-functional teams to diagnose, troubleshoot and resolve service-impacting incidents; Facilitating meetings and bridge calls
- Escalations to Management level as needed
- Ability to document reports including well-written executive summaries of Critical Incidents for executive leadership
- Facilitates and development of Root Cause Analysis (RCA) to identify causes of critical incidents by: Leading and participating in post mortem efforts for outages; Working with Subject Matter Experts, Leaders and Clients; Document problems and recommendations for improvements
- Make recommendations to improve the Incident and Problem Management process
- Manage duties &responsibilities specific to Enterprise Operations Center functions& activities.
- Performs other duties & responsibilities as required or assigned by Management Chain
- Act as key person to create trust relationship between Fujitsu and customer and help develop new business opportunities.
- Measure, maintain and improve Customer Satisfaction level.
- Manage overall progress and quality of services and projects.
Qualification
- Bachelor's Degree in Computer Science, IT, or a related field.
- 3+ years of experience in cloud infrastructure and operations, with a minimum of 2 years in a leadership role.
- Expertise in Azure, AWS, and GCP. Experience with local cloud infrastructure is a plus.
- Strong understanding of cloud architecture and best practices.
- Knowledge of Windows / linux based systems
- Formal Root Cause Analysis Training highly desirable
- Experience in a wide variety of IT disciplines, including networking, servers, storage, data management, operations and disaster recovery
- ITIL v3certification Foundations highly desirable
- Excellent analytical and problem solving skills
- Demonstrated ability to quickly understand complex systems
- Ability to simultaneously work on multiple tasks in a fast-paced environment
- Strong verbal and written communications
- Ability to interact with individuals a tall levels within an organization
- Experiences in Project Management or Service Delivery Management is a must
- Experiences in Pre-Sales or Consultation work is a benefit
- Experiences in system implementation and/or system development projects are benefits
- Good command of English
- Good presentation and power point skill is a must
