Managed Service Desk Manager

SWATX are seeking a highly skilled and experienced Cloud Managed Services Team Manager to lead and manage a team of L2 and L3 engineers specializing in AWS, Azure, and Oracle Cloud Infrastructure (OCI). The ideal candidate will have strong leadership skills, deep technical knowledge, and a passion for delivering exceptional cloud services to our clients.

Responsibilities

• Lead and manage a team of L2 and L3 cloud engineers, providing guidance, mentorship, and performance management.
• Oversee the day-to-day operations of the managed services team, ensuring timely resolution of technical issues and adherence to SLAs.
• Collaborate with clients to understand their cloud requirements and develop tailored solutions to meet their needs.
• Implement best practices for cloud infrastructure management, security, and cost optimization.
• Conduct regular team meetings, performance reviews, and training sessions to ensure continuous professional development.
• Coordinate with other departments to ensure seamless integration of cloud services with existing systems and processes.
• Monitor and report on key performance metrics, identifying areas for improvement and implementing corrective actions.
• Stay up-to-date with the latest cloud technologies and trends, and ensure the team is equipped with the necessary knowledge and skills.
• Develop and maintain technical documentation, runbooks, and knowledge base articles.
• Lead major incident response efforts, ensuring swift resolution and effective communication with stakeholders.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 5+ years of experience in cloud infrastructure management, with a focus on AWS, Azure, and OCI.
• Proven experience in leading and managing a technical team.
• Deep understanding of cloud services, architectures, and best practices for AWS, Azure, and OCI.
• Strong knowledge of networking, security, and infrastructure as code (CloudFormation, Terraform, ARM templates).
• Excellent problem-solving, analytical, and troubleshooting skills.
• Outstanding communication and interpersonal skills, with the ability to interact effectively with clients and team members.
• Relevant certifications such as AWS Certified Solutions Architect, Microsoft Certified: Azure Solutions Architect Expert, and Oracle Cloud Infrastructure Architect Professional are highly desirable.
• Ability to work in a fast-paced environment and manage multiple priorities