Manager, Cloud Operations

At CDW we make it happen together.Trust connection and commitment are at the heart of how we work together to deliver for our customers.Its why were coworkers not just employees.Coworkers who genuinely believe in supporting our customers and one another.We collectively forge our path forward with a level of commitment that speaks to who we are and where were headed.were proud to share our story and Make Amazing Happen at CDW.As Manager Cloud Operations you'll lead a diverse global team of engineers providing 24x7 monitoring and alert response services for AWS cloud infrastructure.This position offers an opportunity to drive innovation optimize customer environments and shape the future of Cloud Operations.This position is 100% remote that sits in Mexico or the USA.What you'll doTeam Leadership & DevelopmentFoster a culture of operational excellence and continuous learningConduct regular 1 : 1s and team meetings to ensure alignment and growthSpearhead recruitment onboarding and training initiativesGuide career development and AWS certification paths for team membersOperational ExcellenceOrchestrate 24x7 coverage through strategic shift planningManage team to KPIs to measure team performanceDevelop standardized runbooks and internal documentationLead post-incident reviews and drive continuous improvementManage customer escalations through to resolutionCustomer SuccessEnsure seamless transitions from the Onboarding team to Cloud OperationsOversee SLA adherence and resolution of critical issuesCollaborate with internal teams to enhance service offeringsParticipate in pre-sales activities to showcase Cloud Operations capabilitiesFoster relationships with key customersProcess OptimizationIdentify processes that need modernizationImplement best practices in incident problem and change managementLeverage automation to improve service delivery and reduce manual tasksWhat we expect of youProven experience managing AWS cloud environments at scale including common software development and deployment cycles5 years working on a support team with increasing responsibilityExperience managing a queue of support cases that include a mix of both monitoring alerts and customer requestsStrong leadership skills with a focus on mentoring and developing talentDeep understanding of ITIL concepts and cloud service managementExcellent communication skills adept at interfacing with technical and non-technical stakeholdersKnowledge of industry-leading monitoring and security tooling such as New Relic and CrowdStrikeAWS Associate Certification (required within 90 days of joining)We make technology work so people can do great things.CDW is a leading multi-brand provider of information technology solutions to business government education and healthcare customers in the United States the United Kingdom and Canada.A Fortune 500 company and member of the S&P 500 Index CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments.Together we unite.Together we win.Together we thrive.CDW is an equal opportunity employer.All qualified applicants will receive consideration for employment without regards to race color religion sex sexual orientation gender identity national origin disability status protected veteran status or any other basis prohibited by state and local law.CDW is committed to fostering an equitable transparent and respectful hiring process for all applicants.During our application process CDWs goal is to get to know you as an applicant and understand your experience strengths skills and qualifications.While AI can help you present yourself more clearly and effectively the essence of your application should be authentically yours.To learn more please review CDWs AI Applicant Notice .Required ExperienceManagerKey SkillsSix SigmaLeanManagement ExperienceProcess ImprovementMicrosoft OutlookAnalysis SkillsWarehouse Management SystemOperations ManagementKaizenLeadership ExperienceSupervising ExperienceRetail ManagementEmployment Type: Full-TimeExperience: yearsVacancy: 1#J-*****-Ljbffr