VP, Managed Cloud Operations

VP, Managed Cloud Operations at Resolve Tech Solutions, LLC in Macao.

Responsibilities

• Team Management:

Lead and manage a diverse, round-the-clock team of engineers, including SAP BASIS Administrators, Hana DBAs, Linux/Windows Administrators, and Cloud Engineers.

• Foster a collaborative and high-performing team culture.
• Conduct regular performance evaluations and provide constructive feedback to team members.
• Customer Engagement:

Attend customer calls to address and resolve escalations, including P1, P2, and P3 incidents, ensuring timely resolution in a 24x7 operational environment.

• Build and maintain strong relationships with customers to ensure satisfaction and retention.
• Participate in customer onboarding processes and meetings to understand their requirements and expectations.
• Performance Evaluation:

Perform regular performance evaluations for team members, setting clear goals and development plans.

• Identify and address any performance issues promptly and effectively.
• Recognize and reward high-performing team members.
• Hiring and Onboarding:

Manage the recruitment process to attract and hire top talent for the team.

• Oversee the onboarding process to ensure new hires are integrated smoothly and effectively into the team.
• KPI and QBR Preparation:

Prepare and present key performance indicators (KPIs) and Quarterly Business Reviews (QBRs) to internal stakeholders and customers.

• Analyze data to identify trends and areas for improvement, implementing necessary changes.
• Customer Onboarding and Meetings:

Take an active role in customer onboarding, ensuring a seamless transition and understanding of the service offerings.

• Regularly meet with customers to discuss their needs, provide updates, and gather feedback.
• Deliverable Management:

Ensure that all deliverables are met within the agreed timelines and quality standards, maintaining high service levels in a 24x7 operational environment.

• Monitor project progress and address any issues that may impact delivery.
• RFP/RFI Development:

Participate in the development and response to Requests for Proposals (RFPs) and Requests for Information (RFIs).

• Collaborate with cross-functional teams to create compelling proposals that meet customer requirements.
• Team Development:

Invest in the continuous development of the team through training, mentorship, and career development opportunities.

• Encourage innovation and the adoption of best practices within the team.
• 24x7 Operational Oversight:

Ensure continuous monitoring and support of cloud environments to maintain high availability and performance.

• Implement robust incident management and escalation processes to address issues promptly, minimizing downtime.
• Coordinate with global teams to ensure seamless 24x7 operations and handovers.
• Growth in Commercial Space:

Develop and execute strategies to expand the organization's presence in the commercial sector.

• Identify new business opportunities, forge partnerships, and drive revenue growth in the commercial market.
• Collaborate with the Sales and Marketing teams to develop targeted campaigns and offerings for commercial customers.
• Framework Development:

Develop and implement a comprehensive framework for the Managed Cloud Delivery business.

• Establish standard operating procedures, best practices, and governance models to ensure consistent and high-quality service delivery.
• Continuously improve the framework based on industry trends, customer feedback, and internal assessments.

Requirements

Bachelor's degree in Computer Science, Information Technology, or a related field; advanced degree preferred.

• Extensive experience in managing teams in a Managed Cloud Delivery environment, including 24x7 operations.
• Strong understanding of SAP BASIS, HANA, Linux/Windows administration, and cloud engineering.
• Proven track record of successfully handling customer escalations and delivering exceptional customer service.
• Excellent leadership, communication, and interpersonal skills.
• Ability to analyze data, prepare reports, and present findings to stakeholders.
• Experience in the recruitment and onboarding of technical staff.
• Strong organizational and project management skills.
• Ability to work effectively under pressure and manage multiple priorities.
• Experience with 24x7 operational support and incident management.
• Demonstrated ability to grow business in the commercial space.
• Experience in developing and implementing business frameworks and standard operating procedures.
• AWS Cloud Certifications(Architect/Professional)
• Azure/GCP Certification is a plus
• DOD Clearance

About the Company

Work on enterprise-level SAP environments with leading clients.

Growth-focused culture with opportunities for certification and skill advancement.

Competitive salary and benefits package.

Exposure to cloud, automation, and next-generation ERP solutions.