Cloud Tenant Manager

The Role:

The Cloud Tenant Manager will provide guidance to team members, maintain a working relationship with the cloud infrastructure Architects and promote awareness among end-user organizations, and maintain management-level relationships with the 3rd line support teams. In addition the Cloud Tenant Manager will be responsible for the overall definition, marketing, and delivery of the cloud-based service offering(s), collaboratively works with service stakeholders, to define the cloud-based services. The Cloud Tenant Manager will report directly to the Senior Cloud Services Manager and is responsible for the overall day to day operations of managing Cloud Services including monitoring, incident resolution, problem management, configuration and change management, security management, monitoring, capacity planning, availability management, and routine update of services of the cloud platform. It's a management role with 3 direct reports.

Main Responsibilities:

*Develop and oversee Network Operations, Service Desk, Event Management, Incident Management, Problem Management, Configuration Management and Change Management processes for all Cloud Services.
*Ensure successful backup and/or replication of Customer Data in a secure manner.
*Implement and oversee Security policy, monitoring, guidelines for Cloud Services and adhere to all audit policies eg ITIL, Sarbanes Oxley, ISO17799, COBIT, and internal external auditing authorities. Take timely action to remediate deficiencies and address key risk areas.
*Implement System Management Tools to provide monitoring and management of all Cloud infrastructures.
*Define and report Key Performance Indicators to monitor process health; define and report Customer facing service metrics. Ensure problem & request related work is channelled via appropriate Remedy management systems and service improvement initiatives are upheld.
*Conduct System Outage Analysis to prevent the reoccurrence of incidents.
*Constant improvement of all services and processes
*Responsible for leading and managing a team of cloud professionals, by creating a shared vision for the department which will be underpinned by the ITIES strategy, tactical planning and robust objectives, all of which seamlessly integrates with the wider Technology teams.
*Minimum of 3 years experience of people management