Cloud and IT Operations ManagerSenior Manager (IGT1)

The IT & Operations Manager will play a critical role in supporting Rhapsodys global Cloud Operations organization by overseeing daytoday operational workflows coordinating IT resource management and driving effective escalation handling across teams. This leader will ensure smooth delivery of cloud services maintain strong alignment with engineering support and infrastructure teams and uphold Rhapsodys standards for availability performance and customer satisfaction. The ideal candidate will bring a balance of technical understanding and operational disciplinecapable of triaging issues managing workloads and shifts ensuring process consistency and collaborating closely with US and international stakeholders. This role is central to maintaining 24/7 operational readiness enforcing best practices and strengthening the overall reliability and efficiency of our cloud platforms.

Responsibilities: 

• Lead the Sri Lanka operations team managing staffing performance shift scheduling and workload distribution according to business needs.
• Oversee day-to-day operational activities for Rhapsodys Cloud Services Information Technology support including AWS-hosted environments identity services networking and platform monitoring.
• Work closely with Product Support IT Cloud Engineering and R&D to ensure alignment on priorities escalations and issue resolution.
• Coordinate with People Operations (HR) and IGT1 leadership and Rhapsody leadership on hiring performance management and employee development.
• Represent the Sri Lanka Operations team in global Cloud Ops discussions planning sessions and operational reviews.
•  Maintain and enforce operational processes SOPs runbooks and documentation for cloud and IT operations.
• Ensure adherence to Rhapsodys compliance security and platform standards including change management and maintenance workflows.
• Partner with Cloud Engineering to continuously improve processes tooling and automation.

Qualifications :

Required Skills & Experience

• 5 years of experience in IT Operations Cloud Operations Managed Services or Infrastructure Support leadership roles.
• Strong understanding of cloud technologies (AWS preferred) identity systems networking fundamentals and operational monitoring.
• Experience managing teams in a 24/7 or followthesun operational model.
• Demonstrated ability to lead escalations troubleshoot platform and infrastructure issues and coordinate with crossfunctional teams.
• Excellent communication skills capable of working across US/UK/APAC time zones.
• Strong organizational capabilities with experience managing shiftbased teams and performance cycles.
• Familiarity with runbooks SOPs ticketing systems and incident/maintenance processes.

• Prior experience with a broad set of information systems and technology infrastructures including network database customer-facing systems data center operations proven large-scale 24x7 operations expertise and managing IT vendors. 

• Prior experience building managing and operating technology infrastructures in AWS  

• Prior experience with operating monitoring and supporting IT and cloud infrastructure 

• Application of appropriate information security and regulatory or statutory compliance including ISO HIPAA SOC and GDPR. 

• Practical experience in developing and implementing a high-performing ITSM/Cloud environment and knowledge of ITSM best practices. 

• Demonstrated ability to develop and execute a resource plan that ensures the right people are in the right roles at the right time and employees are highly engaged and motivated. 

• Excellent verbal and written communication skills including the ability to explain technical concepts and technologies to business leaders and business concepts to the BD workforce 

Preferred Qualifications

• Experience working in an IT SaaS healthcare or cloudnative operational environment.
• Past experience in AWS or IT support management role
• Project management and resource management experience to meet strict support and SLA.
• Hands-on familiarity with support ticketing workflows AWS Azure VPNs IAM logging/monitoring systems or DevOps practices.
• Prior experience working with offshore/onshore staffing models especially IGT1style recruitment and evaluation processes.
• Demonstrates the ability to collaborate with team members across different time zones and offers flexibility in working hours when necessary.

Education: 

• Bachelors degree in computer science Information Technology or related experience 

• Work experience can be substituted for degree requirements 

• AWS certification preferred but can be substituted by work experience in AWS environment 

Additional Information :

We champion flexibility and hybrid work options to support varying lifestyles and personal needs. At the same time we value the power of in-person collaboration to build community spark innovation and strengthen connections. Our approach ensures you can work in ways that suit you best while still engaging with colleagues to share ideas and grow together. #LI-Hybrid #LI-DNP 

Remote Work :

No

Employment Type :

Full-time