Manager - Cloud Support.Information Technology

Reports To: Senior Manager - Infrastructure Support

Division: Information Technology

Mission:

• Lead production support for cloud-hosted enterprise services across public cloud, private cloud, and MTN Cloud consumption environments, ensuring operational stability, support readiness, and efficient recovery of cloud-based workloads.

Description:

• Manage day-2 support governance for cloud-hosted workloads across supported cloud environments.
• Ensure effective execution of incident, problem, change, monitoring, and recovery processes for cloud-supported services.
• Maintain operational documentation, support procedures, and control practices in line with approved standards.
• Oversee daily support coverage for cloud-based enterprise services across assigned environments.
• Validate operational readiness for planned maintenance, releases, and workload transitions into support.
• Ensure service issues are properly logged, prioritized, tracked, and closed within agreed processes.
• Maintain an accurate support knowledge base, including known errors, workarounds, and service dependencies.
• Review exception reports, unresolved issues, and aged tickets, and drive follow-through to closure.
• Support coordination of major incidents and post-incident review actions across affected services.

Education:

• First degree in Computer Science, Engineering, Information Technology, or a related field. Certifications in cloud platforms, operations, monitoring, or IT Service Management are advantageous.

Experience:

6 - 13 years' experience in cloud operations, infrastructure support, systems administration, or enterprise technical support, including hands-on exposure to hyperscaler and/or private cloud environments.