Cloud Project Manager

Job Description

The Problem Manager / Senior Project Manager will be responsible for leading major operational initiatives designed to reduce MTTM, eliminate recurring issues, and improve service resilience across the organization.

Key responsibilities include:

• Own and drive end-to-end operational improvement initiatives from discovery through execution, validation, and closure.
• Lead cross-functional initiatives involving Cloud Operations, Support, SRE, Engineering, R&D, Product, and customer-facing teams.
• Manage major problem-management workstreams focused on reducing incident volume, improving mitigation time, and preventing repeat failures.
• Build and manage detailed project plans, timelines, milestones, dependencies, risks, and action registers.
• Drive accountability across teams to ensure operational initiatives are completed on time and deliver measurable business outcomes.
• Analyze major incidents, recurring defects, operational gaps, and support trends to identify improvement opportunities.
• Partner with technical teams to convert problem statements into actionable remediation plans.
• Track and report progress against key operational metrics, including MTTM, MTTR, repeat incidents, alert effectiveness, automation coverage, and service stability.
• Facilitate regular governance meetings, working sessions, and executive reviews for major operational initiatives.
• Prepare clear executive-level status reports, dashboards, and presentations covering progress, risks, blockers, and decisions required.
• Coordinate remediation activities across multiple teams during post-incident follow-ups and long-running stability programs.
• Ensure corrective actions from RCAs and postmortems are converted into structured projects with owners, timelines, and measurable outcomes.
• Drive standardization of operational processes, runbooks, escalation models, and readiness practices.
• Identify automation opportunities that reduce manual mitigation effort and accelerate recovery.
• Maintain strong stakeholder relationships with internal teams, business leaders, and customer-facing organizations.
• Escalate risks and blockers early, using facts and data to influence prioritization and decision-making.
• Mentor and guide team members on project discipline, operational ownership, and execution excellence.

Required Qualifications

• 8–12 years of IT industry experience, preferably in enterprise SaaS, cloud operations, infrastructure, support, or technology delivery.
• Minimum 5 years of hands-on project management experience leading complex technical or operational initiatives.
• Strong background in problem management, incident management, operational excellence, or service reliability improvement.
• Proven ability to lead major initiatives across diverse technology and operations teams.
• Demonstrated experience reducing operational pain points such as repeat incidents, long mitigation times, manual processes, and poor cross-team coordination.
• Strong project management skills, including planning, execution tracking, dependency management, risk management, and stakeholder communication.
• Experience building and managing project plans, executive status reports, RAID logs, action registers, and governance routines.
• Ability to use facts, metrics, and trend analysis to influence decisions and drive accountability.
• Excellent written and verbal communication skills, including the ability to communicate clearly with executives, technical teams, and customer-facing stakeholders.
• Strong problem-solving skills with the ability to break complex operational issues into clear actions and owners.
• Ability to work with minimal supervision in a fast-paced, time-critical environment.
• Ability to prioritize effectively and adapt quickly to changing business and operational needs.
• PMP, PRINCE2, ITIL, or equivalent certification preferred.
• Bachelor’s degree in Computer Science, Business, Information Technology, or equivalent work experience.

Preferred Qualifications

• Experience working in a cloud/SaaS production operations environment.
• Experience with incident management, postmortems, RCA follow-ups, and service improvement programs.
• Familiarity with ITIL practices, especially Incident Management, Problem Management, Change Management, and Continual Service Improvement.
• Experience working with ServiceNow, Jira, Confluence, Power BI, Grafana, or similar operational tools.
• Experience driving automation, monitoring, alerting, or self-healing initiatives.
• Experience in financial services, compliance, AML, risk management, or regulated technology environments is a plus.
• Experience working with global teams and managing initiatives across multiple regions or business units.

The success of this role will be measured by the ability to:

• Reduce Mean Time to Mitigate
• Reduce repeat incidents and recurring operational problems
• Improve execution of RCA corrective actions
• Increase operational readiness and service stability
• Improve cross-functional accountability and delivery predictability
• Reduce manual mitigation effort through process improvement and automation

Deliver major operational initiatives on time with measurable business impact