INADEV - Senior Manager - Cloud Services

Description :

We are looking for a highly skilled Senior Manager - Cloud Services, with strong hands-on AWS experience to lead our cloud support operations.

This role focuses on managing a high-performing support team, ensuring SLA adherence, optimizing cloud costs, and maintaining reliable cloud-hosted production environments.

The candidate must be technically strong, customer-focused, and experienced in AWS-based web application hosting.

Key Responsibilities :

- Establish best practices for support operations and continuous improvement.

- Ensure optimal shift management, workload balance, and escalation handling.

- Provide hands-on expertise for AWS services (EC2, RDS, S3, VPC, IAM, CloudWatch, EKS, Lambda, ALB/NLB).

- Oversee hosting, maintenance, and troubleshooting of cloud-based production systems.

- Review deployment pipelines, configurations, and environment stability with DevOps.

- Monitor cloud usage and monthly billing using AWS Cost Explorer and Budgets.

Identify cost inefficiencies and drive optimization initiatives such as :

- Rightsizing EC2/RDS

- Implementing S3 lifecycle policies

- Optimizing EBS volumes

- Using Reserved Instances / Savings Plans

- Prepare periodic cost reports and recommend cost-saving opportunities.

- Lead end-to-end Incident Management, including communication, coordination, and service restoration.

- Drive Problem Management to identify and eliminate recurrence issues.

- Document incidents, RCAs, and preventive measures thoroughly.

- Serve as the main escalation point for customers.

- Conduct regular service review meetings with clients.

- Share status updates, incident summaries, and performance reports.

- Oversee ticket queues in Jira Service Management.

- Ensure compliance with response and resolution SLAs.

- Track support KPIs and generate weekly/monthly reports.

- Documentation & Tools: Maintain SOPs, runbooks, KB articles, and architecture diagrams in Confluence.

- Oversee monitoring and logging dashboards in CloudWatch, Grafana, Prometheus, and ELK.

- Industry Best Practices: Apply ITIL practices across Incident, Problem, and Change Management.

Required Skills & Experience :

- 8+ years Cloud experience; 3+ years in Cloud Support/Operations leadership.

- Strong hands-on AWS skills with ability to troubleshoot complex issues.

- Experience in supporting web and microservices applications.

- Good understanding of DevOps tools and CI/CD concepts.