Job Description

The

Lead Engineer - Cloud Services and Operations

is a senior technical person responsible for the design, deployment, and ongoing operations of cloud services within the Cloud Services / Customer Success portfolio. This role ensures operational excellence across IaaS, PaaS, and SaaS platforms, providing critical support to enterprise customers and collaborating closely with delivery, architecture, and customer success teams.



Key Responsibilities:


Provides technical leadership and direction to the Cloud Engineering team, ensuring best practices in cloud architecture and service operations. Oversees the design, implementation, and optimization of cloud infrastructure to ensure performance, scalability, and availability. Collaborates with Solution Architects, Technical Consultants, and Engagement Managers to ensure seamless service transition and delivery. Acts as a senior escalation point for complex issues, leading resolution efforts and continuous improvement initiatives. Defines and maintains operational runbooks, standard operating procedures (SOPs), and documentation to support efficient and repeatable processes. Implements and manages monitoring, alerting, and incident response processes, adhering to ITIL-based service management principles. Leads efforts in automation, leveraging Infrastructure as Code (IaC), CI/CD pipelines, and configuration management tools to enhance efficiency. Ensures systems and environments meet all security, compliance, and governance requirements. Contributes to the development and execution of the Cloud Managed Services roadmap, aligning engineering priorities with customer needs. Manages engineering capacity and availability to support a 24/7 operational environment, including on-call rotations and escalation paths. Partners with Customer Success Managers to support account growth, SLA adherence, and high levels of customer satisfaction.

Required Qualifications:

Minimum 5 years of experience in cloud operations, DevOps, or infrastructure engineering with at least 2 years in a technical leadership capacity. Demonstrated expertise in cloud platforms such as Azure, AWS, or GCP. Strong technical proficiency in tools such as Terraform, Ansible, Kubernetes, Docker, Jenkins, or equivalents. Deep understanding of networking, security, IAM, and monitoring in cloud environments. Proven experience in supporting mission-critical, multi-tenant environments with high availability. Familiarity with ITSM platforms and ITIL frameworks. Excellent problem-solving, analytical, and communication skills.

Preferred Qualifications:

Relevant certifications such as AWS DevOps Engineer, Azure Solutions Architect, or Google Professional Cloud Architect. * Experience with hybrid or telecom cloud environments.