Key Responsibilities

• Manage and mentor local service O&M team (e.g. technical account managers), fostering a culture of Issue-to-Resolution efficiency and continuous technical growth.
• Oversee service delivery for public and private cloud customers; assume complete ownership of the private cloud lifecycle, including structured patching, configuration management, and major software upgrades.
• Serve as the final escalation authority for complex infrastructure failures, enforcing standardized incident handling procedures and partnering with R&D and SRE teams to deliver comprehensive Root Cause Analyses (RCA).
• Spearhead routine infrastructure health audits, capacity forecasting, and performance tuning initiatives to mitigate risks and prevent system degradation.
• Enforce strict alignment with global security benchmarks through continuous vulnerability remediation, patch management, and platform hardening across all cloud assets.