Senior Manager - Service Operations (Services Planning)

Position Overview

The service operations manager will be expected to : 

• Manage the operations within the SLA
• Have prior work experience in AWS and Azure cloud platform, as well as in the data environment like database warehousing
• Stakeholders management

This role is two (2) years direct contract with Synapxe

Role & Responsibilities

• Responsible for the day-to-day operation
• Provide leadership in resolution of complex and high-priority service issues, as escalated from internal or external partners, to effectively ensure prompt and accurate resolution and client satisfaction
• Serve as lead resource for internal partners on customer service specific projects and initiatives
• Incorporate enterprise or departmental objectives to team objectives to ensure alignment and engagement in key priorities
• Direct staff to ensure overall client satisfaction and appropriate level of service delivery
• Manage and lead a team responsible for the operation and maintenance of AWS and Azure analytics platform services
• Develop, administer and monitor Service Level Agreements (SLAs) with appropriate business partners

AWS & Azure Platform Responsibilities:

• Oversee the deployment, configuration, and monitoring of AWS analytics services, such as Amazon Redshift, Amazon EMR, Amazon QuickSight, etc
• Oversee the deployment, configuration, and monitoring of Azure analytics services, such as Azure Synapse Analytics, Azure OpenAI Service, Azure Cognitive Services, etc
• Ensure the availability, scalability, and performance of AWS and Azure resources used for analytics, including managing cloud-based infrastructure
• Ensure data security and compliance with industry standards and regulations (e.g., HIMS & IM8) by implementing security best practices and auditing processes
• Maintain documentation for configurations, processes, and procedures related to the AWS and Azure analytics platforms
• Develop and implement strategies to optimize costs related to AWS and Azure services, monitoring usage, and managing budgets effectively
• Stay updated on AWS and Azure analytics service updates and industry trends, and implement improvements to enhance the platform's capabilities and efficiency

Requirements

• Degree in Computer Science, Computer Engineering or equivalent practical experience
• At least 8 years’ experience in the IT industry, with a minimum of 4 years of working experience in application maintenance/operations support
• Well-versed with ITIL processes, with good/concrete working experience under ITIL best practices
• AWS and Azure Expertise: In-depth knowledge and experience with AWS and Azure analytics services, including Redshift, EMR, QuickSight, Azure Synapse Analytics, Azure OpenAI Service, etc
• Management Skills: Proven experience in managing and leading technical teams, including setting priorities, mentoring, and performance evaluation
• Infrastructure as Code (IaC): Familiarity with Infrastructure as Code tools (e.g., Terraform, CloudFormation, Azure Resource Manager) for managing AWS and Azure resources
• Security and Compliance: Understanding of cloud security best practices and compliance requirements
• Cost Management: Ability to optimize costs and manage AWS and Azure budgets effectively
• Database and Data Warehousing: Knowledge of database management systems, data warehousing concepts, and SQL
• Monitoring and Troubleshooting: Proficiency in monitoring tools (e.g., CloudWatch, Azure Monitor) and troubleshooting issues in AWS and Azure environments
• Communication Skills: Excellent communication and collaboration skills to work effectively with cross-functional teams
• Certifications: AWS and Azure certifications (e.g., AWS Certified Solutions Architect, Azure Solutions Architect Expert) are a plus
• Continuous Learning: Willingness to stay updated on AWS and Azure services, best practices, and industry trends

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