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Atmosera
Atmosera
51 – 200 Employees
Cloud ComputingCybersecuritySaaS
Atmosera is a cloud transformation services provider focused on Microsoft Azure. Its team helps organizations adopt, secure, and improve Azure environments through managed cloud services, cybersecurity, technical training, and modernization work. Atmosera’s expertise includes Azure migration, application development, DevOps, data modernization, and cloud security, supporting businesses as they build and operate more capable technology environments.
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Cloud Operations Manager, Azure Services

Lead an Azure support or engineering team at Atmosera, a technology and managed services provider. The role focuses on round-the-clock service delivery, team development, automation, and improving the client experience.

USUnited StatesRemoteFull-timeMiddleSeniorEnglish RequiredOperations
AzureCloudServiceNow

Description

  • Lead a team handling initial client support and ticket management, or advanced administration, engineering, and escalated technical work.
  • Manage team performance, development, service quality, and ongoing improvement.
  • Work with the other Client Operations manager to align operations and provide a consistent client experience.
  • Coach and develop team members.
  • Recruit and onboard employees.
  • Plan staffing, capacity, and 24/7 coverage.
  • Monitor ticket health, workload, escalations, and incident, problem, and change practices.
  • Apply service data, automation, and AI to raise quality, efficiency, and scalability.
  • Keep operating procedures, technical documentation, and client-specific runbooks up to date.
  • Ensure employees have the training and authorization needed for their work.
  • Coordinate with Client Success, Professional Services, Security Operations, Compliance, and other partners on client environments and service transitions.
  • Align operational priorities, major incident response, cross-team improvements, and temporary leadership coverage.
  • Build a skilled, accountable team focused on clients.
  • Prepare future leaders and reinforce consistent operational practices.
  • Deliver measurable gains in service performance and client experience.
  • In the first 90 days, learn the Client Operations organization, service delivery model, client portfolio, tools, escalation paths, compliance needs, and ITIL processes; assess team capabilities and identify an operational improvement.
  • Within a year, lead a strong-performing team, improve service performance and scalability, and establish repeatable operating practices, processes, runbooks, automation opportunities, and service improvements.

Requirements

  • At least five years of experience in cloud or infrastructure operations, managed services, technical support, engineering, or service delivery.
  • At least three years of direct technical team management experience.
  • Experience leading a technical support, service delivery, engineering, operations, or managed services team in a fast-paced setting.
  • Strong working knowledge of Microsoft Azure infrastructure and cloud operations.
  • Technical expertise and troubleshooting skills to guide Technician or Administrator/Engineer teams.
  • Experience recruiting, onboarding, coaching, evaluating, and developing employees.
  • Ability to set expectations and development plans, and support career growth and certification goals.
  • Experience managing service delivery for a team in a 24/7 environment.
  • Experience with staffing and capacity planning, schedules, shift and on-call coverage, ticket health, workload management, and service quality.
  • Ability to prioritize, assign, document, escalate, and resolve work in line with service commitments.
  • Ability to lead or support major incidents and uphold incident, problem, and change practices.
  • Ability to maintain escalation paths, operating procedures, technical documentation, and client-specific runbooks.
  • Ability to ensure employees are trained, eligible, authorized, and assigned for regulated work.
  • Ability to pass a federal background check for Public Trust Fitness.
  • Clear, composed, and effective written and verbal communication.
  • Ability to report KPIs, service performance, emerging risks, incident summaries, improvement priorities, and recommended actions.
  • Experience collaborating across operations teams and support functions.
  • Ability to coordinate staffing, priorities, escalations, major incidents, service transitions, and continuous improvement.
  • Ability to support audits, evidence gathering, and remediation.
  • Ability to use service and workforce data to identify trends, root causes, resource needs, and operational risks.
  • Experience owning and reporting KPIs such as SLA attainment, response and resolution times, escalation rate, backlog, ticket age, change success rate, service quality, automation adoption, and client satisfaction.
  • Demonstrated success improving processes, tools, training, monitoring, documentation, automation, or AI-assisted workflows.
  • Preferred: managed services provider experience; Microsoft Azure or ITIL certifications; familiarity with Azure Lighthouse, Azure Monitor, Azure Arc, Azure Policy, Azure Automation, PowerShell, AIOps, Copilot-enabled workflows, regulated environments, distributed team leadership, IT security practices, or Zendesk and ServiceNow.

Benefits

  • Competitive pay based on experience and skills.
  • Company matches 401(k) contributions dollar for dollar, up to 4% of salary.
  • Performance-based compensation with potential bonuses in addition to base pay.
  • Employee health, vision, and dental insurance premiums fully paid by the company.
  • Company-paid life, accidental death and dismemberment, and short- and long-term disability insurance.
  • Three weeks of paid time off.
  • 11 paid holidays.
  • Paid leave for community service.
  • Employee recognition and rewards program.
  • Option to work from home or a local US office.

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