Cloud Operations Manager Vitech Systems Group
New York, NY

Job Description

Cloud Operations Manager

Location: New York, NY

About Vitech

Vitech Systems Group is a leading provider of group administration software to the insurance, retirement and investment industries. The V3 System serves many of the world's premier investment organizations with a combined $2 trillion in assets under management, and benefits clients servicing over 25,000,000 members.

Our mission is to help organizations improve the efficiency and effectiveness of their operations while increasing service levels and broadening service offerings. We do this via the V3 System, our enterprise software platform that addresses a broad array of administration requirements and includes native workflow, imaging, CRM and self-service capabilities.

Our clients are seeking out a competitive edge through technology and solutions, and they rely on our team of industry domain and technical experts to design and deliver it. Here's your chance to join a dynamic, global team of technology and domain subject matter experts, developers, quality assurance experts and business analysts who are helping shape the future of technology.

Vitech currently has over 1000 employees with offices and clients throughout the world. We are proud to share that Vitech has been in continuous, profitable operations for over 20 years. We offer a competitive compensation package and a comprehensive benefits program to ensure employees' health, well-being and financial security.

Visit us on the web at: www.vitechinc.com

Overview:

We are looking for an exceptional and highly motivated Cloud Operations Manager to join a growing team of professionals in New York, NY. The Cloud Operations Manager is responsible for managing our multiple hosting platform's performance, as well as the team that will be supporting it. Your role will be to understand the demands being put on the platform and ensure Vitech is building/running the platform in the right way, to ensure optimal uptime, performance and client satisfaction. Additionally, the Cloud Operations Manager will work with technical support teams to monitor the health and performance of the platforms and handle challenging issues.

Responsibilities:

* Work with our team to provide 24 x 7 operational support for our Cloud Services. This includes AWS Hosting, Disaster Recovery, and Remote Operations Services.
* Serve as an expert on our operational performance, and devise innovate strategies for improvement.
* Define and implement the automation processes for cloud operations, including defining automation needs, usage of DevOps/system configuration tools.
* Build and maintain the Cloud operations related Procedures and policies, define Key Performance Indicators, and contribute to and enhance security policies and procedures for Cloud Services.
* Manage customer facing functions for Cloud Operations. Ensure that the Technical Support team is built to provide world class customer satisfaction.
* Provide people leadership for the team, including designing training programs, onboarding programs, and identifying key players within your organization
* Manage the relationship with the Cloud Hosting/3rd party providers.
* Work with the Cloud teams to build/use automation tools to provide fast, complaint list of cloud operations.
* Define, establish and report Key Performance Indicators to monitor operations services health; define and report to external customers contracted metrics and SLAs.
* Conduct System Outage and System Impact Analysis and reporting and implement corrections to prevent the reoccurrence of incidents.
* Develop, implement, communicate, and enforce IT policies, procedures, and process improvements.
* Lead cross-functional teams; recruit, hire, mentor, and manage personnel with diverse technical skill sets.
* Support Sales/pre-sales and Marketing teams through fulfilling Hosting Design.

Required Skills and Experience:

* 5+ years of experience in technical operations
* 2+ years of experience in cloud operations
* 3+ years of system engineering work in a Linux/AWS environment with development/scripting responsibilities (infrastructure as code)
* 3+ years in a managerial or team lead role
* 1+ year of experience working in a Windows environment


* Expert technical troubleshooting skills and/or the ability to implement processes and controls to find root cause.
* Prior experience with a broad set of information systems and technology infrastructures, including network, database, and customer facing systems, data center operations, proven large-scale 24x7 operations expertise and managing IT vendors.
* Prior experience with building, managing, operating technology infrastructures in AWS including supporting applications built in the cloud and migrating applications into the public cloud.
* Application of appropriate information security and regulatory or statutory compliance, including HIPAA, SOC, GDPR.
* Success in leveraging traditional best practices, such as ITSM, as well as emerging methods, such as DevOps, that are optimized for agility.
* Practical experience in developing and implementing a high-performing ITSM environment and knowledge of ITSM best practices.
* Demonstrated ability to develop and execute a resource plan that ensures the right people are in the right roles at the right time, and employees are highly engaged and motivated.
* Deliver effective service management through the definition and adoption of a governance practice that uses KPIs and metrics to track and measure the quality of service delivery to external clients.
* Excellent verbal and written communication skills, including the ability to explain technical concepts and technologies to business leaders, and business concepts to the Vitech workforce
* Demonstrated ability for planning, tracking, and analyzing progress on all aspects of technical projects.
* Preference given to candidates who have worked in fast growing startup environment

Vitech Systems Group is an equal opportunity employer (EOE), M/F/Disability/Veterans, and strongly supports diversity in the workforce.