Cloud Operations Senior Manager

4 weeks ago

Sydney, New South Wales, Australia Nasdaq Full time

About the Role

Nasdaq is seeking a Senior Manager of Cloud Operations to join our team. As a key member of our Cloud Operations leadership team, you will be responsible for ensuring the highest customer satisfaction possible for services delivered to our Cloud (SaaS) customers.

You will lead a team of Cloud Operations engineers and analysts, covering Tier 2 and Tier 3 support activities, and collaborate with other members of the Cloud Operations leadership team distributed worldwide. Your focus will be on ensuring contractual SLAs are met, efficient best practices are built and adhered to, knowledge within the team is maintained and up to date, escalations are given the right level of attention, and operations staff are provided with optimal environments to perform their work.

Key Responsibilities

  • Oversee the 24x7 operational management of Cloud infrastructure
  • Provide a technical escalation point for critical production issues and drive escalation/resolution of problems to Support and Engineering teams
  • Facilitate planning and execution of disaster recovery tests and other BCP activities
  • Actively participate in execution and evolution of Incident management and knowledge management processes
  • Drive the culture of 'security first' and continuous improvements
  • Maintain regular KPI reporting covering service and project delivery and capacity planning
  • Manage department team members, including performance and training assessments and career development
  • Partner with Cloud Support and Cloud Experience teams to improve service delivery in measurable ways
  • Maintain working relationships with other partner organizations, educate key stakeholders about Cloud Operations ways of working, priorities and performance of the organization
  • Provide technical expertise and guidance to the team
  • In collaboration with the leadership of Cloud Operations, Identify and implement improvements to the ways of working of the department to be aligned with industry best practices and strategic objectives of the firm
  • Ensure compliance with the department and organizational policies
  • Ensure implementation, adherence, and continuous improvement of Cloud processes, procedures, and tools (in line with ITIL, ITSM) necessary to deliver the best-in-class SaaS experience to our customers, in collaboration with the Software Development, Customer Delivery, Support, Cloud and Customer Success Management teams.

Requirements

  • Bachelor's degree with a major in Information Technology, Computer Science, or a related field
  • 10-15 proven years of relevant professional industry experience of managing 24x7x365 critically important environments with at least 5 years managing Operations function
  • Previous IT Infrastructure, or IT Operations management experience in a Global environment
  • Proven leadership and interpersonal skills with strong customer focus mindset
  • Open-minded and able to think out of the box to come up with creative and innovative solutions/processes.
  • Track record of effective process analysis and improvements
  • Good understanding of ITSM processes and department-level KPI reporting
  • Experience in managing incident management, DR/BCP processes
  • Experience with scripting languages such as Python and Unix Shell
  • Experience with CloudFormation and Terraform.
  • Knowledge of TCP/IP, firewalls, VLAN, VPN, HTTP(S), and SSH
  • Knowledge of Red Hat Linux and Windows administration
  • Understanding of containerized architecture principles and associated operational processes
  • Understanding Java J2EE applications, JVM tuning, JConsole, JMX, and other Java tools.
  • Familiarity with application streaming technologies
  • Familiarity with IMB MQ or Other JMS services
  • Familiarity with Oracle, PostgreSQL or other RDBMS
  • Desirable: Information Technology Infrastructure Library (ITIL) Certification
  • Desirable: AWS, Azure, OCI certifications

About Nasdaq

Nasdaq is a global technology leader committed to breaking down barriers to inclusive prosperity. We see technology as a means to free people up to work together more productively and effectively by centralizing data, analytics, and market intelligence.

We are committed to building a more diverse and inclusive workforce. Not only is it our responsibility to do better, but we also need representative voices to power the fresh thinking that is vital for our business and our clients.

This is a permanent, full-time role based in Sydney, Australia following a hybrid work model setup (at least 2 in-office days per week). You can expect an autonomous but fast-paced work environment where you are recognized for your results and ability to drive things forward. Every day brings many opportunities to learn & grow and rewards with a global impact we create.

Nasdaq is an equal opportunity employer. We positively encourage applications from suitably qualified and eligible candidates regardless of age, color, disability, national origin, ancestry, race, religion, gender, sexual orientation, gender identity and/or expression, veteran status, genetic information, or any other status protected by applicable law.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.

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