• 26-Nov-2018 to 25-Jan-2019 (EST)
  • Cloud
  • Tucson, AZ, USA
  • Full Time

Who we are

ETQ is the leader in Quality and Environmental Health and Safety Management Software Solutions in the industry.  ETQ is the preferred solution for Fortune 100 companies and startup companies alike. We work with some of the largest brands in the world.  ETQ is a proud TCV company, TCV partners with CEOs and founders of public and private growth-stage technology companies as they strive to achieve market leadership. ETQ is a rapidly growing startup building the best in brand quality and environmental health and safety management software solutions in the industry. ETQ helps business owners operate more efficiently and connect with their customer base in new and innovative ways

Who are our employees

At ETQ, it is all about our employees!  Our employees are encouraged to think big and collaborate every day. We ensure that each employee is not only aware of our strategic vision; they are a part of it. This is because we know that our employees are critical components to ETQ's ever-growing success

Who we are looking for

We are looking for an exceptional and driven Cloud Operations Manager to join a growing team in Tucson, AZ. The Cloud Operations Manager is responsible for managing the Cloud Support/operations engineers to maintain higher customer satisfaction in terms of Cloud hosting availability and fast service, in addition to managing the product Level 3 support that requires product knowledge and development skills

What to expect

  • Provide 24 X 7 operations for Cloud Services including AWS Hosting, Disaster Recovery, and Remote Operations Services
  • Manage customer facing functions for Cloud Operations, Level 3 Support and Performance).
  • Work closely with Technical Support team to build customer facing teams focused on customer satisfaction.
  • Manage the relationship with the Cloud Hosting/3rd party providers.
  • Manage the Cloud Hosting budget, provide monthly/quarterly analysis on hosting cost/revenues.
  • Work with the Cloud Ops team to build/use automation tools to provide fast, complaint list of cloud operations.
  • Define and implement the automation processes for the cloud operations, and that includes defining automation needs from the Development team and use the market-known DevOps tools.
  • Coordinate with Development to provide product related automation needs.
  • Build and maintain the Cloud operations related Procedures and policies.
  • Manage the hiring process of the cloud operations and Level 3 Support teams.
  • Build an Education and Knowledge transfer plan for the support team.
  • Contribute and enhance Security policies and procedures for Cloud Services.
  • Maintain a list of all Cloud Services that the team can be offered and provide SLA for each.
  • Define and report Key Performance Indicators to monitor process health; define and report Customer facing service metrics.
  • Implement and oversee Security policy, monitoring, guidelines for Cloud Services.
  • Conduct System Outage Analysis to prevent the reoccurrence of incidents.
  • Support Sales/pre-sales and Marketing teams through fulfilling Hosting Design, Pricing, WOs.
  • Continuous improvement of all services and processes.

What you need to succeed

  • Bachelor's degree in Computer Science or Computing systems equivalent field.
  • Excellent managerial and leadership skills.
  • Proven knowledge in Cloud product development and Cloud Services providers.
  • Outstanding experience in ETQ's products
  • Experience in a direct customer facing role
  • Extensive experience in ETQ products and processes.





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