Job Description
Priority Commerce is hiring a Manager Cloud Operations to lead the 24x7 CloudOps function within the Cloud Services organization. CloudOps is the operational backbone of our Public and Private Cloud estate. It owns L1-L3 CloudOps support, incident response, release and deployment execution, change management hygiene, RunBook authoring, and the operational evidence required for audits across our Fintech-regulated platform.

This role manages Senior CloudOps Leads directly and the broader 24x7 operations team indirectly, while partnering closely with Cloud Reliability Engineering (CRE) on L4 escalations, with Cloud Engineering on Technology Standards (TSDs), and with Cloud DevOps on automation and deployment pipelines. The Manager is accountable for operational SLAs, governance compliance (DIP, RunBook ID, Applications Impacted, Rollback, Test Plans), queue routing integrity, and the quality of evidence we present in security and compliance audits.

The ideal candidate is an operationally rigorous leader who is fluent in AWS, comfortable with both incident bridge calls at 2 AM and internal & external audit conversations, and who treats governance not as paperwork but as the foundation of reliable cloud operations.

Key Responsibilities

1. Leadership & Team Management

• Lead, coach and develop a multi-tier CloudOps organization - Senior Leads (direct reports) and the L1-L3 24x7 operations team (indirect reports) across shifts.
• Own workforce planning, shift rosters, on-call rotations and surge coverage to sustain unbroken 24x7 support; ensure resilient hand-offs between shifts and across IDC/ADC where applicable.
• Drive the Skills & L&D plan for CloudOps - close skill gaps in AWS, Linux/Windows, observability tooling, and security operations. Maintain the Cloud Services skills matrix and certification pipeline.
• Set individual and team performance objectives, run weekly performance reviews using operational data (tickets resolved, SLA adherence, governance compliance, escalation quality), and manage career progression for Leads and engineers.
• Be the operational point of contact for the Cloud Services leadership and the broader Cloud Infra Support organization for everything that runs in Production.

2. 24x7 Operations & Incident Management

• Own end-to-end accountability for monitoring product infrastructure and application availability across Public and Private Cloud - alerts, incidents, service requests, access requests and fault tickets.
• Drive incident management to meet defined SLAs; lead Major Incident bridges; coordinate cross-functional responses with CRE, Networking, Security, and Application teams; and minimize adverse business impact.
• Govern the Problem-to-Alert correlation discipline - ensure Problem ticket severity is elevated when supported by alert-volume evidence and that recurring incidents convert into Problems and permanent fixes, not repeated firefighting.
• Operate and continuously improve the CloudOps RunBook library - ensure every supported Business Application has current, tested RunBooks, that RunBook quality reviews are scheduled with CRE, and that every Change ticket links to the correct RunBook ID.
• Ensure operational reporting (daily ops summaries, shift hand-off reports, weekly performance scorecards) is timely, accurate and reaches the VP and shift leads on schedule.

3. Release, Deployment & Change Management

• Own the operational execution of Application Releases and Infrastructure Changes in Production across Public and Private Cloud, partnering with Cloud DevOps on the deployment pipeline and with Application teams on release readiness.
• Enforce the TSD Change governance model - every Production change is captured as a TSD Change ticket in the Cloud Operations product queue, linked to the correct RunBook ID, and where infrastructure is involved, referencing the DIP for the relevant Business Application.
• Ensure WCLOUD items causing Production change or new Business App rollout produce a TSD Change + DIP; that NonProd-only changes still produce a RunBook even when no TSD Change is required; and that Emergency Changes never close without at least one of DIP or RunBook ID populated.
• Maintain queue routing integrity - Cloud Operations, Cloud RE and Networking queues each receive only the work they are designed to handle. Drive corrections when routing drift is detected.
• Track and report on Track 1 governance compliance (RunBook ID, DIP Link, Applications Impacted, Rollback Plan, Test Plan population rates) and drive teams to closure on gaps.

4. Security, Compliance & Audits

• Be the operational lead for Security Audits affecting Cloud Services - own evidence collection, audit walk-throughs, control demonstrations and remediation tracking for Fintech-domain compliance obligations.
• Operationalize cloud security controls;access management hygiene, audit-log completeness, change traceability, and segregation of duties between CloudOps and CRE.
• Drive audit-readiness as an operating mode, not an event;maintain a continuously current control evidence trail in Jira and Confluence (CSER space) so that any audit can be served from existing artifacts.
• Manage the operational response to vulnerabilities, patching cycles, and time-bound compliance remediation across the supported estate.

5. Governance, Documentation & Continuous Improvement

• Own the CloudOps section of the Cloud Services Knowledge Management chain - RunBooks, operational SOPs, shift hand-off templates, escalation matrices - kept current in Confluence (space: CSER).
• Partner with Cloud Engineering on Technology Standards (TSDs) - flag operational impact early, ensure new standards are operationalize, and that RunBooks are produced before standards go live.
• Run a quarterly review of operational metrics - SLA performance, MTTR, change failure rate, governance compliance, escalation patterns - and convert findings into team OKRs.

Requirements

Must Have

• Experience: 10+ years in cloud/infrastructure operations, with at least 4 years in a people-management role leading 24x7 operations teams of 15+ engineers across shifts.
• Cloud platforms: Strong hands-on and operational depth in AWS - EC2, RDS, S3, EKS, Lambda, EMR, IAM, VPC, CloudWatch. Working knowledge of Private Cloud / on-prem virtualization.
• Operations discipline: Proven track record running ITIL-aligned Incident, Problem, Change and Release Management at scale, with measurable SLA outcomes.
• Release & deployment: Experience owning operational acceptance of production releases across Web/API, CRM and Mobile platforms; familiarity with CI/CD pipelines and deployment automation.
• Security & compliance: Direct experience supporting external and internal audits in a regulated environment (Fintech preferred - PCI-DSS, SOC 2, ISO 27001 or equivalent). Comfort owning evidence and walking auditors through controls.
• Governance tooling: Strong working knowledge of Jira / JSD (queues, custom fields, JQL) and Confluence as governance and KM tooling.
• Communication: Strong written and verbal communication; able to brief executives during major incidents and to write audit-grade documentation.
• Leadership: Demonstrated ability to develop Senior Leads and grow bench strength; comfortable holding the team to a high operational bar without burning it out.

Good to Have

• AWS certifications (Solutions Architect Associate/Professional, SysOps Administrator, Security Specialty).
• ITIL v4 Foundation or higher; SRE or DevOps practice experience.
• Exposure to Terraform / IaC and the ability to read and review infrastructure code in code review.
• Working familiarity with FortiGate and NSX firewall operations, container platforms (EKS), serverless architectures and data platforms.
• Experience operating across global delivery centers and managing hand-offs across geographies.
• Familiarity with industry-standard observability stacks (CloudWatch, Datadog, Splunk, Grafana or equivalents).

Personal Attributes

• Bias to operational rigor - treats governance and documentation as first-class engineering outputs.
• Calm and decisive under incident pressure; clear escalator and a clear de-escalator.
• Genuine coach - invested in the careers of Senior Leads and the broader team.
• Curious and current on cloud and security trends; can evangelize concepts to developers, IT management and executives alike.

Benefits

• 5 Days Working
• One Complimentary Meal per Day
• Internet Reimbursement
• Gym Reimbursement
• Group Medical Insurance
• Mental Health support benefits
• Relocation Assistance (if applicable)

Priority Commerce is an equal opportunity employer. We celebrate diversity and are committed to building an inclusive team.