RemoteTelecommuting available Must reside somewhere in Texas Mission The Cloud Operations Manager s mission is to execute all day-to-day tactical activities necessary to keep our services up and running. This includes technical management of the environment, support of end users and customers, and personnel management development. This person is an experienced leader that must be able to demonstrate teamwork and coaching abilities in order to tease out the best possible performance from his her team. Outcomes Ongoing Ensure proper, consistent execution of standard operating procedures (SOP) for all recurring operations activities in the Service Operation and Service Transition phases of the ITIL lifecycle including Incident Management Change Management Problem Management Knowledge Management Request Fulfillment Event Management Access Management Asset Management Service Validation and Testing Handle exceptions to SOP execution and escalate to senior leadership when necessary Work with senior leadership to identify and improve SOPs as part of the Continual Improvement cycle Maintain or exceed a 99.99 availability target for all services under your care Develop personnel in your organization to maximize their ability to execute their assigned responsibilities Work with the Cloud Operations Director to define and implement a balanced, metrics driven approach to IT Service Management Competencies Technical Proficiency Must have previous experience with one or more of the following areas Skype for Business TelecomVoIP IP Networking Microsoft Infrastructure AWS Proactivity Acts without being told what to do. Brings new ideas to the company. Efficiency Able to produce significant output with minimal wasted effort. Honestyintegrity Does not cut corners ethically. Earns trust and maintains confidences. Does what is right, not just what is politically expedient. Speaks plainly and truthfully. Organization and planning Plans, organizes, schedules, and budgets in an efficient, productive manner. Focuses on key priorities. Aggressiveness Moves quickly and takes a forceful stand without being overly abrasive. Follow-through on commitments Only agrees to commitments they will live up to and complete. Intelligence Learns quickly. Demonstrates ability to quickly and proficiently understand and absorb new information. Analytical skills Able to structure and process qualitative or quantitative data and draw insightful conclusions from it. Exhibits a probing mind and achieves penetrating insights. Attention to detail Does not let important details slip through the cracks or derail a project. Persistence Demonstrates tenacity and willingness to go the distance to get something done. Flexibilityadaptability Adjusts quickly to changing priorities and conditions. Copes effectively with complexity and change. Creativityinnovation Generates new and innovative approaches to problems. Enthusiasm Exhibits passion and excitement over work. Has a can-do attitude. Work ethic Possesses a strong willingness to work hard and sometimes long hours to get the job done. Has a track record of working hard. High standards Expects personal performance and team performance to be nothing short of the best. Openness to criticism and ideas Often solicits feedback and reacts calmly to criticism or negative feedback. Communication Speaks and writes clearly and articulately without being overly verbose or talkative. Maintains this standard in all forms of written communication, including e-mail. Teamwork Reaches out to peers and cooperates with supervisors to establish an overall collaborative working relationship.