Cloud Operations Manager

If opportunity doesn’t knock, build a door. - Milton Berle

Come build your door with us. It’s what we do here.

At Paradigm, we make world-class software and deliver high-quality professional services for the building products industry. Our success is tied directly to our customers’ success, so we do what it takes to make sure they’re successful. And we know that we couldn’t do it without our awesome employees.

We are currently seeking a Cloud Operations Manager to join our team.

Our Cloud Operations team is looking for highly motivated and driven Cloud Operations Manager to join us in leading and supporting our first line (Tier 1/2) cloud operations team. Our Cloud Operations team is responsible for providing day-to-day support of variety of services in Azure and AWS including software deployment and upgrades, system administration of Linux and Windows servers, backup, monitoring, incident resolution, problem management, configuration and change management, service desk, security management, capacity planning, availability management, disaster recovery and routine update of services. We use many cloud-based tools and strive to mature a DevOps mindset-based team using tools such as ansible, terraform, and salt; and there’s significant freedom in how we tackle problems. In addition, you’ll gain extensive knowledge of the Paradigm suite of applications developed in-house.

What You Will Do:

• You will be responsible for the day-to-day management of the Cloud Operations team.
• You will manage the team’s capacity and workload in Jira, while considering the wider team’s needs and organization priorities.
• You will collaborate with our services division for go-lives.
• You will be responsible to coordinate, and project manage larger cloud team initiatives, working with multiple teams across the enterprise (such as platform migrations).
• You will provide people management for Cloud Operations Administrators, and offshore contractors, including 1:1’s.
• You will define and hold the team accountable to key performance metrics. You will be responsible for maintaining and improving the CLOUD project on the JIRA platform, as well as configuring the layout, design, workflow, automations, and dashboards.
• You will be a main point of escalation for Cloud Operations incident response and communication plans to critical events., including leading Root Cause Analysis (RCA) for production outages.
• You will be responsible for implementing monitoring best practices to effectively monitor the health and performance of all cloud hosted environments.
• After hours and weekend times will be needed to keep the Paradigm team on schedule.
• You will work cross-functionally with all teams emphasizing customer satisfaction.
• You will manage the team's SOC 2 compliance and enforce strict change management standards for relevant changes to production environments for hosted customers. You will control our production pre-flight process.
• You will be a key stakeholder in our annual internal and external audits, working in conjunction with our Governance, Risk & Compliance team.
• You will define team policies and procedures, documenting them in Confluence.

What You Need to Succeed:

• You have a bachelor’s degree in Computer Science, Business Administration or Business Operations or equivalent professional experience
• You have experience and knowledge of the technologies hosted on (operating system, networking, etc.).
• You 5+ years of managing an Information Technology Tier 1/2 support team.
• You 5+ years of product and/or project management.
• You have experience developing metrics, KPI’s and OKR’s for the team.
• You have familiarization of AWS and Azure technologies and how to leverage and support them within a complex infrastructure.
• You enjoy working in a dynamic and fast-paced environment and you can adapt to changing demands and manage multiple priorities in a fast-paced environment. You are known for you dependability & organization.
• You have the ability to take direction and work independently to creatively meet business objectives. You are a good teammate who likes to collaboration and has good communication skills.
• You may get to travel out of the country! A valid passport or ability to obtain passport that allows for travel outside of the US is required.

Ready to Join? Apply now at myparadigm.com/careers/