Senior Manager of Cloud Operations
iManage transforms how professionals in legal, accounting and financial services get work done by combining the power of artificial intelligence with market leading document and email management. iManage automates routine cognitive tasks, provides powerful insights and streamlines how professionals work while maintaining the highest level of security and governance over critical client and corporate data. Over one million professionals at over 3,000 organizations in over 65 countries – including more than 2,000 law firms and 500 corporate legal departments – rely on iManage to deliver great client work.
Learn more at: www.imanage.com
Overview
The Senior Manager of Cloud Operations will lead the day-to-day operations for the iManage SaaS team. This individual will fill a critical role in our rapidly expanding cloud-based business. The Senior Manager of Cloud Operations is expected to drive an innovative development and operations approach with our infrastructure and product development teams to maximize the value of our product set for our customers. This individual is responsible for maximizing the quality of the production operations service to exceed the contractual SLAs (e.g., performance, availability, RTO, RPO) for each of our customers. Additionally, this individual will ensure that the that the client environments and supporting operational processes are mature and secure; and that our deep consideration for continuous improvement and deployment operational principles are maintained. The Senior Manager of Cloud Operations will be expected to develop a plan for improving operational efficiency based on ROI, while operating within reasonable budget constraints.
Responsibilities
- Administer, onboard, and maintain the cloud environment for iManage clients
- Ensure all critical business KPIs are met on behalf of the business and our clients. (e.g. performance, uptime, efficiency, ticket processing, other SLAs, etc.).
- Drive the continuous improvement and scale of the applications and related ITIL based processes across clients. This includes working closely with our hosting partners to maintain an innovative, best practice blueprint to host multi-tenant services.
- Facilitate the streamlining the onboarding, upgrading, and configuration management of our global SaaS offering.
- Manage a truly global, 24/7 international operations staff.
- Provide best in-industry responsiveness to client inquiries, client incidents and environment issues (through monitoring best practices).
- Work closely with the security team and with their processes and procedures, to ensure that the highest standards of information protection are adhered to.
- Provide guidance to clients and Systems Integration partners regarding services, processes, and communication points
- Act as a point of escalation for the Cloud Service Management team.
- Manage the plan, actuals, issues and risks associated with a rapidly increasing infrastructure team and budget.
- Foster a spirit of camaraderie and inclusion among within the operations teams
Requirements:
- Deep experience in the understanding of cloud technology providers, preferably Microsoft Azure, VMWare, and AWS.
- Experience with contemporary DevOps automation toolchain, infrastructure as code and Continuous Delivery techniques.
- Minimum 8 years managing production support for core, business critical, 24x7 systems (preferably cloud based).
- Demonstrated leadership in the design and run of SaaS operations for a medium to large software organization.
- Leadership experience in high stress situations (e.g., outages, degradations, disaster recovery)
- C-Level communication skills
- Minimum 8 years working in production operations teams
- Minimum 6 years managing multi-geography teams greater than 30 people