Manager, Cloud Operations

Description

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. It's why we're 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 we're headed. We're 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 do:

Team Leadership & Development

• Foster a culture of operational excellence and continuous learning
• Conduct regular 1:1s and team meetings to ensure alignment and growth
• Spearhead recruitment, onboarding, and training initiatives
• Guide career development and AWS certification paths for team members

Operational Excellence

• Orchestrate 24x7 coverage through strategic shift planning
• Manage team to KPIs to measure team performance
• Develop standardized runbooks and internal documentation
• Lead post-incident reviews and drive continuous improvement
• Manage customer escalations through to resolution

Customer Success:

• Ensure seamless transitions from the Onboarding team to Cloud Operations
• Oversee SLA adherence and resolution of critical issues
• Collaborate with internal teams to enhance service offerings
• Participate in pre-sales activities to showcase Cloud Operations capabilities
• Foster relationships with key customers

Process Optimization:

• Identify processes that need modernization
• Implement best practices in incident, problem, and change management
• Leverage automation to improve service delivery and reduce manual tasks

What we expect of you:

• Proven experience managing AWS cloud environments at scale, including common software development and deployment cycles
• 5+ years working on a support team with increasing responsibility
• Experience managing a queue of support cases that include a mix of both monitoring alerts and customer requests
• Strong leadership skills with a focus on mentoring and developing talent
• Deep understanding of ITIL concepts and cloud service management
• Excellent communication skills, adept at interfacing with technical and non-technical stakeholders
• Knowledge of industry-leading monitoring and security tooling such as New Relic and CrowdStrike
• AWS 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, CDW's 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 CDW's AI Applicant Notice.