Position Summary
Resolve Tech Solutions (RTS) is seeking an experienced Operations Manager – Managed Cloud Services to provide operational leadership and management coverage during non-business hours.
This role serves as the after-hours extension of the Managed Cloud Delivery leadership team, responsible for ensuring 24x7 operational continuity, managing escalations, coordinating technical resources, overseeing production incidents and maintenance activities, and ensuring effective communication with customers and internal leadership.
The ideal candidate is an experienced IT operations leader who can independently manage high-priority situations, coordinate technical teams, make sound decisions under pressure, and drive incidents and operational activities through resolution.
Key Responsibilities
- Provide operational leadership and management coverage during evenings, nights, weekends, holidays, and scheduled maintenance windows.
- Lead and coordinate P1/P2 incidents, production outages, and customer escalations.
- Serve as the after-hours escalation point for engineers, Service Delivery Managers, customers, and leadership.
- Coordinate resources across SAP BASIS, Linux/OS, databases, cloud infrastructure, monitoring, and IT operations.
- Oversee production changes, patching, maintenance activities, and post-change validation.
- Ensure high-risk changes receive appropriate operational oversight and independent validation.
- Monitor operational health, alerts, incidents, and customer-impacting conditions.
- Ensure timely escalation and resolution of operational issues.
- Maintain structured shift handoffs and provide clear status updates to daytime leadership.
- Identify recurring operational issues and drive corrective actions and process improvements.
- Enforce RTS operational, change-management, incident-management, and governance standards.
- Maintain and improve operational runbooks, escalation procedures, checklists, and response processes.
- Provide leadership and direction to after-hours technical resources.
- Support a 24x7 managed services operating model and continuous improvement initiatives.
Required Qualifications
- 7+ years of experience in IT operations, infrastructure, cloud operations, managed services, or technical service delivery.
- 3+ years of experience in an operations management, technical leadership, incident management, or service delivery leadership role.
- Demonstrated experience managing P1/P2 production incidents and customer escalations.
- Experience supporting enterprise production environments.
- Strong understanding of ITIL/ITSM and incident/change management.
- Working knowledge of cloud infrastructure, Linux/RHEL, monitoring, databases, and enterprise applications.
- Ability to coordinate geographically distributed technical teams.
- Strong communication, organization, problem-solving, and decision-making skills.
- Ability to work independently and make operational decisions with limited supervision.
- Willingness to support evenings, weekends, holidays, and scheduled maintenance windows.
Preferred Qualifications
- Experience with AWS, Azure, and/or GCP.
- SAP BASIS and/or SAP HANA experience.
- ServiceNow experience.
- ITIL certification.
- Experience supporting federal, DoD, financial, healthcare, or other mission-critical environments.
- Experience with disaster recovery, business continuity, patching, and production validation.
- Experience working in a Managed Services Provider (MSP) environment.