Director, Cloud Operations, Enterprise Software Solutions

General Information:

The Director of Cloud Operations is responsible for the day-to-day global operations of the ESS cloud services (currently known as Infrastructure Operations) organization, a 24x7 operation.

This organization provides ongoing management of the cloud infrastructure for customer environments. A customer may be an internal organization as well as external customers. We are in a time of transition and change as our product offerings are moving to a SaaS delivery model, and we need to mature in our operations in support of this growth.

Daily operational activities include leading teams across every aspect of product and environment management, including, but not limited to, set-up, upgrades, administration, monitoring, incident resolution, problem management, configuration, change management, security management and monitoring, capacity planning, availability management, and disaster recovery.

Your Responsibilities:

• Create a strategic & operational roadmap, and execute against this roadmap
• Work hand-in-hand with AllOps, DevOps, SecOps, IT, Product Management, Product Development
  • Implement feedback-loops with each of these organizations for collaboration and continuous improvement
• Build relationships with cloud providers and hyper-scalers in alignment with Hitachi Energy strategic relationships
  • Leverage these relationships to inform / refine our cloud services offerings
• Define standard hosted, single tenant and multi-tenant offerings and SLAs
• Evaluate / unify cloud management tools, and dashboards for reporting
  • Ensure alignment of could operations tools with industry best practices and evolving requirements of the cloud
• Perform ongoing analysis and optimize cloud-deployed workloads for performance, availability, and cost
• Refine cloud operations cost models on regular cadence with the goal to reduce costs, and provide input to Product Management, Finance, and Pricing teams
• Define and document 'playbooks' to be used by the organization for all product and environment situations
• Run mock-scenarios to ensure business continuity and team readiness in the event of failures, outages, attacks, recovery, etc.
• Develop processes and toolsets needed to support audit / compliance needs of our applications
• The cloud operations team is responsible for 24x7 operations. Ensure coverage, scheduling, continuity globally to support our customer base
  • This organization may need to engage for technical support and advanced troubleshooting when issues arise
• Refine product onboarding plans and data points to manage additional products, and identify when new FTEs are needed to support the workload globally
• Execute plans to transition customer environments out of remaining Data Centers
• Team and individual performance development
  • Define global team KPIs and track metrics to show improvements and areas for focus
  • Adherence to global processes, procedures and policies
  • Staff capability development, e.g. create paths for individuals to achieve certifications in cloud technologies
• Responsible for annual budget definition and execution against budget, organizational structure optimization, recruiting and hiring as needed.
• Living Hitachi Energy's core values of safety and integrity, which means taking responsibility for your own actions while caring for your colleagues and the business.

Your Background:

• 10+ years of leading global teams
• Candidate must already have work authorization that would permit them to work for Hitachi Energy in the United States.
• Bachelor's degree in software engineering, computer science, IT, cloud or related discipline or equivalent experience
• Previous experience building, organizing, operationalizing cloud operations in industrial software domain, inclusive of budget preparation and execution
• Technical background and working knowledge of cloud service offerings (Azure, AWS, etc.)
• Experience with web services, system administration (Linux, Windows), networking, including routing, load balancers, DNS, firewalls, etc.
• IT Service Management, data center, server, and storage management, virtualization, networking, systems management, and/or project management experience

• Skills:

• Successful communication skills ranging from front-line operations to executive reporting
• Ability to be customer facing
• Demonstrated success in effectively driving change in large organizations
• Interest to learn, adapt and grow in new environments, for example, new cloud technologies
• Proven leadership in building cohesive global teams that are geographically and culturally diverse
• Ability to operationalize a strategic vision
• Execute successfully in high pressure business critical situations

Reporting relationship:

The Director of Cloud Operations will report to the VP of Customer Experience