Cloud Operations Manager

Job Description

Atmosera empowers businesses to redefine what’s possible with modern technology and human expertise. Our exceptional experience across Applications, Data & AI, DevOps, Security, and the Microsoft Azure platform enables organizations to accelerate innovation, enhance security, and optimize operational agility. As a Microsoft Partner with seven specializations, GitHub AI Partner of the Year, a member of the GitHub Advisory Board, and a member of the prestigious Microsoft Intelligent Security Association (MISA), Atmosera expertly delivers cutting-edge, integrated solutions that deliver business value.

This position will cover the Noon - 9pm Pacific Standard time, Monday through Friday.

As the Evening (2nd Shift) Cloud Operations Manager, you are the technical anchor for Atmosera’s evening operations. You will lead a team of T1 support technicians in a 24x7x52 model, ensuring high-velocity troubleshooting for Azure and desktop environments.

This role requires full professional fluency in both English and Spanish. Reporting directly to the VP of Service Operations, you will act as a bridge between our English and Spanish-speaking teams and clients. You must possess the technical depth to personally intervene in complex Azure infrastructure issues or high-priority desktop escalations while mentoring junior staff to increase first-call resolution (FCR) rates.

What You’ll Do

• Team Leadership: Manage a high-performing team of T1 technicians, fostering a culture of technical curiosity, ownership, and accountability.
• Operational Oversight: Manage all aspects of evening cloud and desktop support, including ticket queue health, performance monitoring, and incident resolution.
• Bilingual Communication: Facilitate clear, professional communication in both English and Spanish for client updates, internal documentation, and team meetings.
• Incident Command: Serve as the Incident Commander for major service disruptions, coordinating communication and technical resources until resolution.
• Technical Mentorship: Review T1 tickets for technical accuracy and provide “in-the-moment” training on Azure and M365 troubleshooting.
• Compliance & Security: Maintain strict adherence to FedRAMP, HIPAA, HITRUST, and IRS 1075 standards.

Shift Hand-Off & Continuity

• Transition Bridge: Conduct a formal “Stand-up” at 12:00 PM PST with the outgoing morning leadership to take ownership of high-priority (P1/P2) open items.
• Continuity Management: Ensure all “Work-in-Progress” (WIP) tickets are updated with clear technical notes before the evening shift concludes to prevent morning-shift “re-work.”
• SOP Evolution: Identify recurring evening-shift issues and document them into new Standard Operating Procedures (SOPs) or client-specific runbooks in both English and Spanish where required.

Technical Requirements

• Azure Infrastructure Mastery
•  Environment Management: Hands-on experience managing Azure VMs, Virtual Networking (VNETs), Azure Storage, and Entra ID (Active Directory).
•  Preferred Certifications:
•  AZ-900 (Azure Fundamentals)
•  AZ-104 (Azure Administrator Associate)
•  AZ-305 (Designing Microsoft Azure Infrastructure Solutions)
• Microsoft 365 & Desktop Support
•  Preferred Certifications:
•  MS-900 (Microsoft 365 Fundamentals)
•  MD-102 (Endpoint Administrator Associate): Deep proficiency in Microsoft Intune, Autopilot, and co-management of Windows ¹⁰⁄₁₁ devices.
•  MS-102 (Microsoft 365 Administrator Expert): Expertise in tenant-wide administration, Exchange Online, and SharePoint governance.
•  Desktop Tools: Expert familiarity with common desktop support and RMM tools (e.g., ScreenConnect, LogMeIn, Kaseya) and ITSM platforms.

Qualifications

• Bilingual Proficiency: Must be fluent in English and Spanish (Written and Verbal). Ability to conduct technical troubleshooting and executive-level briefings in both languages.
• Experience: 5+ years leading technical support teams in an MSP or high-volume enterprise environment, with a heavy focus on Azure and M365.
• ITIL Framework: Strong understanding of ITIL best practices (Incident, Problem, and Change Management).
• Problem Solving: Proven ability to troubleshoot complex OS-level issues (Windows ¹⁰⁄₁₁, AVD) and cloud connectivity failures.
• Public Trust: Ability to pass a federal background check for Public Trust fitness highly preferred.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.