CDW

Compensation

Full Description

Job Description: • Foster a culture of operational excellence and continuous learning • Conduct regular 1:1s and team meetings to ensure alignment and growth • Spearhead recruitment, onboarding, and training initiatives • Guide career development and AWS certification paths for team members • Orchestrate 24x7 coverage through strategic shift planning • Manage team to KPIs to measure team performance • Develop standardized runbooks and internal documentation • Lead post-incident reviews and drive continuous improvement • Manage customer escalations through to resolution • Ensure seamless transitions from the Onboarding team to Cloud Operations • Oversee SLA adherence and resolution of critical issues • Collaborate with internal teams to enhance service offerings • Participate in pre-sales activities to showcase Cloud Operations capabilities • Identify processes that need modernization • Implement best practices in incident, problem, and change management • Leverage automation to improve service delivery and reduce manual tasks Requirements: • 5+ years working on a support team with increasing responsibility • Proven experience managing AWS cloud environments at scale, including common software development and deployment cycles • Experience managing a queue of support cases that include a mix of both monitoring alerts and customer requests • Strong leadership skills with a focus on mentoring and developing talent • Deep understanding of ITIL concepts and cloud service management • Excellent communication skills, adept at interfacing with technical and non-technical stakeholders • Knowledge of industry-leading monitoring and security tooling such as New Relic and CrowdStrike • AWS Associate Certification (required within 90 days of joining) Benefits: • Health insurance • 401(k) matching • Paid time off • Flexible work arrangements • Professional development opportunities