Client Services Project Manager

We are seeking a proactive and detail-oriented Senior Client Services Project Manager to join our Cloud Operations team within Customer Support. This role is pivotal in managing and coordinating operational events across our cloud infrastructure, ensuring timely resolution, communication, and continuous improvement. The ideal candidate will have a strong background in cloud technologies, incident management, and cross-functional collaboration

Key Responsibilities:

• Event Monitoring & Management:
• Oversee real-time monitoring of cloud infrastructure and services.
• Triage and manage operational events, incidents, and alerts.
• Ensure accurate categorization, prioritization, and escalation of events.
• Incident Coordination:
• Act as the central point of contact during major incidents.
• Drive incident resolution by coordinating with support, engineering, and cloud teams.
• Facilitate post-incident reviews and root cause analysis.
• Communication & Reporting:
• Provide timely updates to stakeholders during and after events.
• Maintain detailed event logs and incident reports.
• Generate metrics and dashboards to track event trends and performance.
• Process Improvement:
• Identify gaps in event detection and response processes.
• Collaborate with DevOps and Support teams to enhance automation and monitoring.
• Contribute to the development of playbooks and standard operating procedures.
• Compliance & Governance:
• Ensure adherence to SLAs, compliance standards, and operational policies.
• Support audits and documentation related to cloud support events.

Requirements:

• Bachelor’s degree in Computer Science, Information Systems, or related field.
• 3+ years of experience in cloud operations, incident management, or technical support.
• Familiarity with cloud platforms (AWS, Azure, GCP) and monitoring tools (Datadog, Splunk, etc.).
• Strong analytical, organizational, and communication skills.
• Ability to work under pressure and manage multiple priorities.
• ITIL certification or equivalent experience.
• Experience with automation and orchestration tools.
• Knowledge of SaaS environments and customer support workflows.