Senior Supervisor, Cloud Operations

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Job description

Overview:
At PowerSchool, we are a dedicated team of innovators guided by our shared purpose of powering personalized education for students around the world. From the central office to the classroom to the home, PowerSchool supports the entire educational ecosystem as the global leader of cloud-based software for K-12 education. Our employees make it all possible, and a career with us means you're joining a successful team committed to engaging, empowering, and improving the K-12 education experience everywhere.

Team Overview

Our Hosting team manages and supports the infrastructure of all our platforms, from hardware to software, to operating systems to PowerSchool products. This collaborative team helps meet the needs of an evolving technology and business model with a specialized focus on protecting customer data and keeping information secure.

Responsibilities:

Description

As a Cloud Operations Manager, you will play a pivotal role in ensuring a seamless delivery of PowerSchool's global SaaS applications. You will be responsible for managing cloud environments, ensuring system reliability, performance and security, while leading and inspiring a team of cloud operations engineers. A passion for operational excellence, commitment to exceptional customer service, and knowledge of generative AI will drive success in this role.

Your day-to-day job will consist of:

Managing 24/7 operations and health of the SaaS applications hosted in public cloud.

Serve as a leader and coach, keeping customer needs at the forefront and providing day-to-day oversight to the team.

Drive continuous improvement with cross-functional teams like PowerSchool's engineering, product, services, and support to improve customer experience, software delivery, configuration, monitoring, and general operation.

Respond to emergencies via Major Incident Management processes, ensuring detailed follow-ups with corrective & preventative actions.

Lead capacity planning, provisioning, and scaling of the application infrastructure, including cost-benefit analysis of vendor offerings.

Implement ITIL best practices across various application operations to improve availability, security, application performance, and proactive incident response.

Improve application deployment and upgrade strategies to support our goal of 100% uptime and delivering highly performant Software as a Service (SaaS) solutions to our client base.

Continuously improve our observability maturity across our SaaS solutions and demonstrate the ability to deliver the proactive detection & remediation of issues before they are noticeable to external customers.

Ensure that operational practices are 100% aligned with PowerSchool's information security policies & processes for the safekeeping of all sensitive data.

Develop high-level design interaction diagrams and a service catalog for all assigned applications and/or customers.

Guide and mentor engineers, directing work, sharing your expertise, and fostering their growth.

Perform other duties as assigned, including participation in on-call rotation(s).

Qualifications:

Minimum Qualifications

You have a passion for Cloud native technologies and a desire to provide exceptional customer service.

3+ years managing small to medium-sized technical operations and support teams in service of public cloud deployments of enterprise applications and SaaS solutions.

5+ years of experience building hosting services in a public cloud.

Experience with capacity planning and evaluation of infrastructure vendor offerings.

Experience with Infrastructure Security, Automation, and Application management.

Proficient in leveraging infrastructure as code (Terraform/CloudFormation/CDK) and observability tools (Datadog/New relic/CloudWatch/Splunk).

Working knowledge of docker and docker orchestration: Kubernetes (preferred), or ECS.

Working knowledge of software code repositories, CI/CD pipelines, and modern application deployment techniques.

Experience in managing RDBMS and NoSQL database systems.

Must have strong organizational skills to handle a heavy workload and multiple projects with frequent interruptions and schedule changes.

Compensation & Benefits:

Compensation & Benefits

PowerSchool offers the following benefits:

Comprehensive Insurance Coverage (including Medical, Dental, Vision, Pharmacy benefits, Life Insurance and AD&D)

Flexible Spending Accounts and Health Savings Accounts

Short-Term Disability and Long-Term Disability

Comprehensive 401(k) plan

Generous Parental Leave

Unrestricted paid time off (known as Discretionary Time Off - DTO)

Wellness Program, including ClassPass & Employee Assistance Program

Tuition Reimbursement

Optional Benefits: Pet Insurance, Identity Theft Protection, Student Debt Repayment Program and Prepaid Legal coverage

A reasonable estimate of the base compensation range for this position is $82,100 - $149,700 USD. This compensation range is specific to the United States and it incorporates many factors including but not limited to an applicant's skills and prior relevant experience and training; licensures, degrees, and certifications; internal equity; internal pay ranges; and market data/range parameters.

EEO Commitment:

EEO Commitment

PowerSchool is committed to a diverse and inclusive workplace. PowerSchool is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Our inclusive culture empowers PowerSchoolers to deliver the best results for our customers. We not only celebrate the diversity of our workforce, we celebrate the diverse ways we work. If you have a disability and need an accommodation regarding our recruiting process, please let us know by emailing (url removed).

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