Job opportunity: Cloud Operation Manager

Cloud Operation Manager

Israel Office · Full-time · Team Lead

About The Position

Glassbox is looking for a Cloud Operation Manager to join our Global Cloud team

We are Glassbox, a world leader in digital experience analytics. Our mission is to deliver frictionless digital journeys to brands and their customers all over the world.  

We are a hyper-growth scale-up that has most recently acquired a strong player in the CX field - SessionCam and just held our IPO in June!

So, now is the perfect time to come to Glassbox and help us accelerate our global leadership position!

Will you join us in this journey?

 

This position is key to  Glassbox SAAS’s success. 90% of our revenue comes from SAAS, showing how critical this is to our business value service and revenue stream!

You will play a pivotal role in one of the most important functions at Glassbox! If you succeed, our business will grow. Are you ready for it?


What You Will Do  

● Build, Lead and Maintain the cloud Operation teams, both Ops and NOC/SOC, as high-performing service support functions with a focus on Cloud Managed Services which operate 24x7.

● Owner of the Incident, Request, Change, and Escalation processes, ensuring high levels of performance in these processes to meet the needed SLAs, accurate reporting, and establishing service improvement activities when required.

● As the owner of the escalation process, the Cloud Operation manager will take ownership of major incidents to ensure a coordinated resolution, effective communication to stakeholders, and post-incident review.

● Monitor, control, and support service delivery; ensuring systems, methodologies, and procedures are in place and followed.

● Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed on.

● Be accountable for the quality of Service and Performance; ensuring future demand from customer growth and projects is understood and factored into capacity plans for all associated systems

● Ensure the Operation functions are compliant with company security policies and best practices in cloud security and act as a Security operation center (SOC) for the Cloud Operation

Requirements

What You Will Need

Managerial

● At least 5 years experience in Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures, and related disciplines of ITIL/ITSM.

● Have a holistic view focused on long-term results

● The ability to anticipate, think ahead, create trend reports, prioritize and analyze, conduct L&L, connect the dots, and proactively address problems before they happen!

● Excellent leadership and people management skills.

● Excellent written and verbal communication skills.

● Excellent customer-facing/customer service skills.

● Able to work under pressure and meet deadlines.

● Able to demonstrate a high degree of flexibility including shift and out-of-hours working.

● Excellent organizational skills.

● Self-motivation and able to take responsibility.

● Able to manage and prioritize and tasks and time efficiently.

● Strong communication and collaboration skills.


Technical

● At least 10 years experience in cloud computing/ Linux Sys-Admin.

● Experience with setup and operations of CI/CD DevOps tools, such as Git, Jenkins, Ansible, and Terraform.

● Solid understanding of public cloud services (AWS, Azure /GCP).

● ITIL Qualified.  

● Experience with Cloud installations, operations, security, and performance tuning.

● Passion for being hands-on.

An advantage

●  ITIL/ITSM certification.

● Cloud certification from one or more of Azure, AWS, and/or GCP.

● Familiarity with PMP/PMO methodologies.

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