This Opportunity
WSP has an exciting opportunity for a talented and experienced Cloud Operations Technical Lead to join the Americas Hub team based out of our Houston, TX office .
The Cloud Operations Technical Lead will ensure the efficient operation of WSPs internal Cloud services in the Americas Hub, and this role will be part of the IT Operations team and report to the IT Infrastructure Operations Manager. The overall team is dedicated to support IT infrastructure operations which includes network, compute, cloud, and workplace systems and services. You will manage and maintain all aspects of Cloud operations with a primary focus on the services within the Americas.
Your Impact
Key responsibilities include but are not limited to:
Acting as senior agent representing all operational activities.
Mentoring and providing oversight, coaching, and training to technical support staff.
Guiding team members with troubleshooting technical issues.
Supporting the specialists to manage, monitor, and tune overall service performance, stability, and security.
Contributing to all operational activities as needed.
Oversight and support of all related service supplier and/or manufacturer activities.
Be the point of contact when it comes to technical escalations.
On-board new technical support team members.
Monitor service performance and report on metrics.
Establish work specifications and technical direction.
Actively work with the Build and Service Excellence teams to stay informed on service improvement opportunities, regulations, trends, emerging technologies, and best practices.
Participate in a follow the sun model to ensure global support.
Participate and collaborate in implementing redundant systems, policies, and procedures for business continuity.
Participate and collaborate in implementing new requirements and/or new services.
Participate and coordinate the work associated to preventive maintenance.
Ability to provide on-call support and extended working hours when called on and willingness to accept periodic rotation to primary 24hour on-call role, responding within prescribed response times.
Who You Are
Required Qualifications
Bachelor's degree in Information Technology, Computer Science, Engineering, or related field, or equivalent years of experience.
7 to 10 years of relevant and practical related professional experience.
Technical leadership experience.
Advanced in-depth and broad knowledge of Cloud services and infrastructure.
Vendor certifications not a requirement, proven practical experience preferred.
Experience working in large/global enterprise IT with multiple distributed branch/campus sites.
Experience of working within ITIL aligned Service Management organization.
Excellent written and spoken English is required.
Competency in French or Spanish is an asset.
Excellent interpersonal and communication skills, able to interact with all layers of management, across Hub and workstream boundaries.
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