Role Overview
This is a high-visibility M4-level Senior Manager seat, reporting directly to the Senior Director of Cloud Operations. The role sits at the intersection of IT Service Management governance and AWS cloud operations — requiring both operational leadership and hands-on technical depth.
The person will own company's ITSM framework, lead major incident command during live P0/P1 outages, govern SLAs end-to-end, and serve as company's primary daily interface to an outsourced Managed Service Provider (MSP) partner — holding them accountable to contractual SLAs and SOW commitments.
Role split: 60% ITSM & Governance | 40% AWS Cloud Ops
- Location: Pune
- Shift: 2PM - 11 PM IST
- Notice Period: Max 45 days
The 5 Must-Have Skills
Please pre-qualify every profile against ALL five before submitting. Partial matches will not be considered.
1. Hands-on AWS Cloud Ops
Active, production-level experience managing and troubleshooting core AWS services — EC2, RDS, VPC, Lambda, CloudWatch. Operational troubleshooting in the console, not architecture or design. AWS SysOps Administrator or Solutions Architect certification strongly preferred.
2. P0/P1 Major Incident Command
Must have personally RUN war room bridge calls as the incident commander during live cloud outages — driving rapid restoration, managing real-time stakeholder communications, and leading RCA to permanent fix closure. Participation is not sufficient — ownership is required.
3. ITSM & SLA Governance
Deep ITIL framework ownership — Change Advisory Board (CAB) leadership, SLA breach analysis, daily ticket queue hygiene, MTTR/MTBF tracking, and executive operational reporting. ITIL v4 certification preferred. Hands-on with ServiceNow or Jira Service Management.
4. MSP & Outsourced Vendor Governance
Must have managed a third-party Managed Service Provider from the CLIENT side — SOW compliance, formal monthly service reviews, RACI enforcement across internal and vendor teams, and contractual SLA accountability. Being on the MSP/delivery side does not satisfy this requirement.
5. Observability & Alerting
Operational proficiency configuring and managing cloud monitoring stacks — AWS CloudWatch, Datadog, PagerDuty, Grafana, or Splunk. Proactive alerting configuration and performance degradation detection before SLA breach.
Ideal Candidate Profile
- 12–18 years total experience in Cloud/IT Operations
- 5+ years in ITSM or Service Delivery leadership
- 3+ years direct people management
- 4+ years hands-on AWS production ops
- Only product company — SaaS, cloud-native, or enterprise software
- Based in Pune or willing to relocate immediately