Cloud Operations Manager

**Key Responsibilities**:
**Operational Leadership & Strategy**:

- Lead and oversee day-to-day GCP support operations, ensuring efficient service delivery and adherence to performance goals.
- Drive and implement operational initiatives to enhance processes, optimize resource utilization, and meet business objectives.
- Act as the primary point of contact for the management team, ensuring strong collaboration and alignment with client expectations.
- Own and manage business KPIs, regularly reviewing metrics and taking strategic actions to achieve them.
- Identify and mitigate operational risks, ensuring compliance with all service agreements and quality standards.

**People & Performance Management**:

- Manage a team of Technical Support Representatives (TSRs), ensuring optimal staffing levels, scheduling efficiency, and workload distribution to meet billable hours targets.
- Drive employee engagement and satisfaction, fostering a culture of continuous learning, growth, and high performance.
- Conduct regular performance evaluations, set objectives, and provide guidance for professional development.
- Implement initiatives to boost morale and retention, ensuring a positive and productive work environment.

**Financial & SLA Management**:

- Oversee the financial administration of operations, including SLA credit tracking, invoicing, forecasting, and budget management.
- Ensure timely and accurate invoicing, collaborating with finance teams to address billing discrepancies and forecast revenue streams.
- Monitor and track service level agreements (SLAs) to ensure compliance, proactively addressing potential breaches to avoid penalties.
- Drive cost optimization initiatives to improve the profitability of operations without compromising service quality.

**Stakeholder & Client Engagement**:

- Collaborate with cross-functional teams and stakeholders to deliver high-impact operational results.
- Act as an escalation point for critical operational issues, providing timely resolutions and maintaining client confidence.
- Prepare and present operational performance reports to internal leadership and stakeholders, highlighting key insights and improvement plans.

**Process Improvement & Compliance**:

- Identify process gaps and inefficiencies, leading efforts to enhance operational workflows and optimize service delivery.
- Ensure adherence to industry best practices, security standards, and compliance requirements across operations.
- Support incident management processes and coordinate with relevant teams for swift resolutions.

**Required Qualifications**:

- Bachelor’s degree in Engineering (Computer Science preferred) with at least 2+ years of professional experience.
- 10+ years of experience in operations management, preferably within cloud-based environments.
- Cloud certification (Google Cloud Professional Certification is a major plus).
- Proven track record in leading large technical support teams and driving operational excellence.
- Demonstrated experience in financial management, billing, and SLA tracking.
- Excellent stakeholder management skills with the ability to collaborate effectively across teams and levels.
- Strong analytical skills to interpret operational data and drive data-driven decision-making.
- Proficiency in tools such as Google Workspace, project management platforms, and reporting dashboards.

**Preferred Skills**:
**Technical Expertise**:

- Understanding of ITIL processes and service management frameworks.

**Soft Skills**:

- Excellent communication and negotiation skills to manage stakeholders and drive alignment.
- Strong leadership and people management abilities, fostering a collaborative team culture.
- Problem-solving mindset with the ability to work under pressure and meet tight deadlines.

**Additional Information**:

- This role offers an exciting opportunity to lead GCP operations and work closely with a global technology leader.
- The position requires flexibility in working hours to accommodate business needs and client engagements across different time zones.
- Travel may be required occasionally to meet with stakeholders or for business reviews.

Pay: RM10,000.00 - RM20,000.00 per month

**Benefits**:

- Professional development

Schedule:

- Monday to Friday

Work Location: In person