Cloud Operations Manager - 2nd Shift (Remote - LATAM) at atmosera

Atmosera empowers businesses to redefine what's possible with modern technology and human expertise. Our exceptional experience across Applications, Data & AI, DevOps, Security, and the Microsoft Azure platform enables organizations to accelerate innovation, enhance security, and optimize operational agility. As a Microsoft Partner with seven specializations, GitHub AI Partner of the Year, a member of the GitHub Advisory Board, and a member of the prestigious Microsoft Intelligent Security Association (MISA), Atmosera expertly delivers cutting-edge, integrated solutions that deliver business value. This position will cover the Noon - 9pm Pacific Standard time, Monday through Friday. As the Evening (2nd Shift) Cloud Operations Manager, you are the technical anchor for Atmosera’s evening operations. You will lead a team of T1 support technicians in a 24x7x52 model, ensuring high-velocity troubleshooting for Azure and desktop environments.  This role requires full professional fluency in both English and Spanish. Reporting directly to the VP of Service Operations, you will act as a bridge between our English and Spanish-speaking teams and clients. You must possess the technical depth to personally intervene in complex Azure infrastructure issues or high-priority desktop escalations while mentoring junior staff to increase first-call resolution (FCR) rates. What You'll Do • Team Leadership: Manage a high-performing team of T1 technicians, fostering a culture of technical curiosity, ownership, and accountability. • Operational Oversight: Manage all aspects of evening cloud and desktop support, including ticket queue health, performance monitoring, and incident resolution. • Bilingual Communication: Facilitate clear, professional communication in both English and Spanish for client updates, internal documentation, and team meetings. • Incident Command: Serve as the Incident Commander for major service disruptions, coordinating communication and technical resources until resolution. • Technical Mentorship: Review T1 tickets for technical accuracy and provide "in-the-moment" training on Azure and M365 troubleshooting. • Compliance & Security: Maintain strict adherence to FedRAMP, HIPAA, HITRUST, and IRS 1075 standards. Shift Hand-Off & Continuity • Transition Bridge: Conduct a formal "Stand-up" at 12:00 PM PST with the outgoing morning leadership to take ownership of high-priority (P1/P2) open items. • Continuity Management: Ensure all "Work-in-Progress" (WIP) tickets are updated with clear technical notes before the evening shift concludes to prevent morning-shift "re-work." • SOP Evolution: Identify recurring evening-shift issues and document them into new Standard Operating Procedures (SOPs) or client-specific runbooks in both English and Spanish where required. Technical Requirements • Azure Infrastructure Mastery • Environment Management: Hands-on experience managing Azure VMs, Virtual Networking (VNETs), Azure Storage, and Entra ID (Active Directory). • Preferred Certifications: • AZ-900 (Azure Fundamentals) • AZ-104 (Azure Administrator Associate) • AZ-305 (Designing Microsoft Azure Infrastructure Solutions) • Microsoft 365 & Desktop Support • Preferred Certifications: • MS-900 (Microsoft 365 Fundamentals) • MD-102 (Endpoint Administrator Associate): Deep proficiency in Microsoft Intune, Autopilot, and co-management of Windows 10/11 devices. • MS-102 (Microsoft 365 Administrator Expert): Expertise in tenant-wide administration, Exchange Online, and SharePoint governance. • Desktop Tools: Expert familiarity with common desktop support and RMM tools (e.g., ScreenConnect, LogMeIn, Kaseya) and ITSM platforms. Qualifications • Bilingual Proficiency: Must be fluent in English and Spanish (Written and Verbal). Ability to conduct technical troubleshooting and executive-level briefings in both languages. • Experience: 5+ years leading technical support teams in an MSP or high-volume enterprise environment, with a heavy focus on Azure and M365. • ITIL Framework: Strong understanding of ITIL best practices (Incident, Problem, and Change Management). • Problem Solving: Proven ability to troubleshoot complex OS-level issues (Windows 10/11, AVD) and cloud connectivity failures. • Public Trust: Ability to pass a federal background check for Public Trust fitness highly preferred.