**Cloud Operations Lead** **Location: Bogota, Colombia** **Model of Work: Hybrid** Are you excited by challenges? Do you enjoy working in a fast-paced, international, and dynamic environment which contributes to drive the energy transition? Then now is the time to join Quorum Software, a rapidly growing technology & professional services solutions company and industry leader in energy transformation. Quorum Software is the world's largest provider of digital technology focused solely on business workflows that empower the energy industry. Throughout every region of the globe, customers rely on Quorum's proven innovation and unmatched global expertise to streamline business operations and make data-driven decisions that optimize profitability and growth. Our industry-leading solutions are transforming energy companies across the entire value chain, helping visionary leaders evolve their organizations into modern energy companies. **Overview** Energy Components Global Solutions is a product suite developed by Quorum for the Oil and Gas industry. It monitors business processes for the production, transport and sales of oil and gas, and facilitates collaboration between license holders in oil fields around the world. Quorum also offers Industry standard for oil companies’ operations of personal transport, logistics and safety. **Responsibilities**: - Lead technical L2 team for break-fix /cloud operation - Ensure incident response plans are executed per operations procedures - Coordinate and lead incident response teams to minimize downtime and impact on operations - Implement and manage cloud monitoring tools to proactively identify and address potential issues - Drive continuous improvements initiatives break-fix / cloud operation team - Maintain detailed documentation of operational procedures, incident reports, and other relevant documentation. - Ensure that documentation is up-to-date and accessible to the team. - Integrate cloud operations with broader ITSM processes for efficient service delivery. - Address and prioritize issues based on their impact on users and critical business functions. - Ensure team provides timely and accurate support on a daily basis and ensure that all individual and team KPIs are met; alert any risks which would make it impossible to meet those KPIs - Collaborate with the Cloud Managers of product lines to streamline escalations between teams and regularly monitor the health of the escalations - Provide customer feedback to key stakeholders, and ensure feedback is communicated to the team - Recruit and train new team members and monitor the performance of new hires during the onboarding period - Work with manager to Ensure that the professional development needs of the team are being met and that employees are happy and fulfilled - Maintain first-hand process knowledge and create knowledge repositories. - Manage shift schedules to maintain 24/7 coverage. - And other duties as assigned. **Skills** - Certifications related to AWS,Azure and ITIL frameworks a plus. - Overall 8-10 years of relevant experience - Technical experience in managing public and private cloud platforms. - Background in operations including managing multi-clouds, infrastructure, It Services - Proven experience in leading incident response teams, managing critical incidents, and ensuring timely resolution to minimize downtime - A track record of actively seeking and implementing improvements in cloud operations processes and technologies - Experience with ensuring adherence to SLO for response and resolution of alerts and incidents - Excellent written and verbal communication skills and customer empathy - 2+ years of work experience as a team lead or manager in a cloud operation team - Knowledge of major cloud platforms such as Amazon Web Services (AWS), Microsoft Azure, and onpremise support - Strong skills in incident response and management, including the ability to lead teams during critical incidents and coordinate resolution efforts. - Proficiency in operationalizing and managing alerts to proactively identify and address issues. - Familiarity with ITIL (Information Technology Infrastructure Library) framework, particularly incident management, problem management, and change management. - Understanding of cloud security best practices, and compliance standards. - Effective communication skills to coordinate activities with cross-functional teams, communicate incident status to stakeholders, and liaise with external partners or vendors. - Strong problem-solving skills to analyse complex issues, identify root causes, and implement effective solutions. - Leadership skills to manage and motivate teams within the cloud operation team, fostering a collaborative and high-performance work environment. - Strong documentation skills to maintain records of operational procedures, incident reports, and other relevant documentation. - Ability to review trends and identify areas of opportunities within rep