Cloud Operations Manager LATAM at Escala 24x7

📍 Job Overview

Job Title: Cloud Operations Manager LATAM
Company: Escala 24x7
Location: Lima, Lima, Peru
Job Type: Full-Time
Category: DevOps Engineer, System Administrator, IT Service Management
Date Posted: 2025-08-08
Experience Level: Mid-Senior Level (2-5 years)
Remote Status: Remote (Latin America)

🚀 Role Summary

Lead the delivery of managed cloud services, ensuring excellence in operations, customer satisfaction, and continuous improvement.
Govern ITIL processes, foster a proactive culture, and act as the primary point of contact for clients and technical teams.
Collaborate with cross-functional teams to drive service evolution and create new business opportunities.

📝 Enhancement Note: This role requires a strong background in IT Operations Management, ITIL, and cloud services, with a focus on AWS. The ideal candidate will have proven leadership and communication skills, with the ability to analyze data and make informed decisions.

💻 Primary Responsibilities

Service Level Agreement (SLA) Compliance & Proactive Management: Ensure maximum quality and availability for clients by proactively managing and monitoring SLAs. Address any deviations promptly and effectively.
Client Communication & Service Reviews: Lead regular service reviews with clients at strategic, tactical, and operational levels. Prepare and present performance reports, and discuss improvement plans.
Incident & Problem Management: Oversee the efficient handling of incidents, requests, consultations, and problems by the operations team. Ensure timely resolution and minimize service downtime.
Documentation & Knowledge Management: Govern the service's documentation, maintaining up-to-date and accessible information on procedures, topologies, and other relevant data.
Critical Incident & Change Management: Act as the single point of contact (SPOC) during critical incidents and complex problems. Lead communication and coordination efforts during major changes.
Continuous Improvement: Drive service improvement initiatives by proactively engaging with clients, understanding their needs, and implementing enhancements that add value.
Data Analysis & Strategic Planning: Analyze operational data trends to anticipate problems, propose strategic improvements, and contribute to the service's roadmap.
Stakeholder Management & Opportunity Creation: Collaborate with internal teams and clients to identify and create new business opportunities within the account.

📝 Enhancement Note: This role requires a high level of technical proficiency in ITIL processes, cloud services, and AWS. Strong leadership, communication, and analytical skills are essential for success in this position.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Information Technology, or a related field. Relevant certifications, such as AWS Cloud Practitioner or ITIL, are preferred but not required.

Experience: Minimum of 3-5 years of experience in IT Operations Management, Service Delivery Management, or a similar role, preferably in a Managed Service Provider (MSP) environment.

Required Skills:

Proven experience in IT Operations Management, ITIL, and cloud services (IaaS, PaaS, SaaS)
Strong knowledge of AWS services and best practices
Demonstrated leadership and team management skills
Excellent communication and stakeholder management skills
Analytical mindset with the ability to interpret data and make informed decisions
Fluency in Spanish (both written and verbal)

Preferred Skills:

AWS certification (AWS Cloud Practitioner or higher)
Experience with ITSM tools such as Jira Service Management or ServiceNow
Knowledge of Agile or DevOps methodologies
ITIL certification

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate experience in managing cloud operations, ITIL processes, and service delivery.
Showcase your ability to analyze data, identify trends, and propose strategic improvements.
Highlight your leadership and team management skills through successful project examples.

Technical Documentation:

Provide examples of service documentation, including procedures, topologies, and other relevant information.
Demonstrate your ability to maintain up-to-date and accessible documentation, ensuring its relevance to the project at hand.

💵 Compensation & Benefits

Salary Range: The salary range for this role in Lima, Peru, is approximately 15,000 - 25,000 PEN per month, based on the candidate's experience and the current market rate for IT Operations Managers with cloud services and AWS expertise.

Benefits:

100% remote work with flexible hours
AWS certification coverage and support for skill development
15 days of paid time off per year
Birthday off
Special gifts for significant life events
Extended parental leave
National holidays off

Working Hours: Full-time (40 hours per week), with flexibility to manage critical incidents and changes as needed.

📝 Enhancement Note: The salary range provided is an estimate based on market research and may vary depending on the candidate's experience and the company's internal compensation structure.

🎯 Team & Company Context

🏢 Company Culture

Industry: Escala 24x7 is a leading AWS partner in Latin America, focusing on cloud services and managed IT solutions.

Company Size: Medium-sized company with a growing team of cloud and IT professionals.

Founded: 2015, with a strong focus on innovation, customer satisfaction, and continuous improvement.

Team Structure:

Cloud Operations team: Responsible for service delivery, ITIL processes, and client satisfaction.
Cloud Specialists team: Focused on technical expertise, solution architecture, and service evolution.
Sales & Marketing team: Drives business development, account management, and customer acquisition.
Cross-functional collaboration: Regular interaction between teams to ensure alignment with client needs and market trends.

Development Methodology:

Agile/Scrum methodologies for service delivery and continuous improvement.
Regular sprint planning, code reviews, and testing processes.
Automated deployment pipelines and infrastructure as code (IaC) practices.

Company Website: https://escala24x7.com/

📝 Enhancement Note: Escala 24x7's culture emphasizes innovation, customer satisfaction, and continuous improvement. The company values collaboration, proactivity, and a strong focus on cloud services and AWS expertise.

📈 Career & Growth Analysis

Web Technology Career Level: Mid-Senior Level - IT Operations Manager with a strong focus on cloud services, ITIL processes, and AWS expertise. This role offers significant growth potential in technical leadership, architecture decision-making, and strategic planning.

Reporting Structure: The Cloud Operations Manager reports directly to the Head of Cloud Services and works closely with the Cloud Specialists team, Sales & Marketing team, and other cross-functional teams.

Technical Impact: This role has a significant impact on service delivery, client satisfaction, and the evolution of managed cloud services. The Cloud Operations Manager drives strategic decisions, ensures operational excellence, and contributes to the company's overall success.

Growth Opportunities:

Technical Leadership: Develop and mentor team members, driving operational excellence and service improvement initiatives.
Architecture Decision-Making: Contribute to strategic architecture decisions, ensuring alignment with client needs, market trends, and AWS best practices.
Strategic Planning: Collaborate with leadership to define the service roadmap, driving business growth and market expansion.

📝 Enhancement Note: This role offers significant growth potential in technical leadership, architecture decision-making, and strategic planning. The ideal candidate will have a strong background in IT Operations Management, ITIL, and cloud services, with a proven track record of driving operational excellence and service improvement.

🌐 Work Environment

Office Type: Remote work environment with occasional team meetings and events.

Office Location(s): Lima, Peru (with the option to work remotely from anywhere in Latin America).

Workspace Context:

Collaborative work environment with regular team meetings and communication channels.
Access to necessary tools, resources, and support for remote work.
Flexible hours and the ability to manage time effectively for both project deadlines and maintenance windows.

Work Schedule: Full-time (40 hours per week), with flexibility to manage critical incidents and changes as needed.

📝 Enhancement Note: Escala 24x7's remote work environment fosters collaboration, proactivity, and a strong focus on cloud services and ITIL processes. The company provides the necessary tools and resources to ensure the success of its remote team members.

📄 Application & Technical Interview Process

Interview Process:

Technical Phone Screen: Assess your understanding of cloud services, ITIL processes, and AWS through a phone or video call.
On-site Technical Assessment: Demonstrate your ability to manage incidents, problems, and changes in a simulated environment. Showcase your leadership, communication, and analytical skills.
Behavioral Interview: Discuss your approach to IT Operations Management, service delivery, and continuous improvement. Highlight your leadership, team management, and stakeholder communication skills.
Final Evaluation: Present your service improvement plan, addressing the company's specific needs and market trends.

Portfolio Review Tips:

Highlight your experience in managing cloud operations, ITIL processes, and service delivery.
Demonstrate your ability to analyze data, identify trends, and propose strategic improvements.
Showcase your leadership and team management skills through successful project examples.

Technical Challenge Preparation:

Brush up on your AWS knowledge, focusing on services relevant to the role and the company's specific needs.
Review ITIL processes, with a strong emphasis on incident, problem, and change management.
Prepare for leadership and communication challenges, focusing on stakeholder management and team collaboration.

📝 Enhancement Note: The interview process for this role focuses on assessing the candidate's technical proficiency in cloud services, ITIL processes, and AWS, as well as their leadership, communication, and analytical skills. The ideal candidate will have a strong background in IT Operations Management and a proven track record of driving operational excellence and service improvement.

🛠 Technology Stack & Web Infrastructure

Cloud Platform: AWS (Amazon Web Services)

IT Service Management (ITSM) Tools:

Jira Service Management (preferred)
ServiceNow
Other relevant ITSM tools

Monitoring & Logging Tools:

AWS CloudWatch
Prometheus
ELK Stack (Elasticsearch, Logstash, Kibana)
Other relevant monitoring and logging tools

Collaboration & Communication Tools:

Slack
Microsoft Teams
Google Workspace
Other relevant collaboration and communication tools

📝 Enhancement Note: Escala 24x7's technology stack is built around AWS, with a strong focus on cloud services, ITIL processes, and ITSM tools. The company leverages a range of monitoring, logging, and collaboration tools to ensure operational excellence and client satisfaction.

👥 Team Culture & Values

Cloud Operations Values:

Proactivity: Anticipate and address client needs, ensuring maximum service availability and quality.
Collaboration: Work closely with cross-functional teams to drive service improvement and business growth.
Continuous Improvement: Regularly review and enhance service delivery, leveraging data analysis and client feedback.
Customer Focus: Prioritize client satisfaction and ensure alignment with their business objectives and market trends.

Collaboration Style:

Cross-functional Integration: Regular interaction between teams to ensure alignment with client needs and market trends.
Code Review Culture: Collaborative code reviews and peer programming practices to drive service improvement and knowledge sharing.
Knowledge Sharing: Regular team meetings, workshops, and training sessions to foster a culture of continuous learning and skill development.

📝 Enhancement Note: Escala 24x7's team culture emphasizes proactivity, collaboration, and continuous improvement. The company values a strong focus on cloud services, ITIL processes, and AWS expertise, with a customer-centric approach to service delivery and business growth.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Service Level Agreement (SLA) Compliance: Ensure maximum quality and availability for clients, proactively managing and monitoring SLAs.
Incident & Problem Management: Oversee the efficient handling of incidents, requests, consultations, and problems by the operations team.
Data Analysis & Strategic Planning: Analyze operational data trends to anticipate problems, propose strategic improvements, and contribute to the service's roadmap.
Stakeholder Management & Opportunity Creation: Collaborate with internal teams and clients to identify and create new business opportunities within the account.

Learning & Development Opportunities:

Technical Skill Development: Enhance your AWS, ITIL, and cloud services expertise through training, workshops, and hands-on experience.
Leadership & Mentoring: Develop and mentor team members, driving operational excellence and service improvement initiatives.
Architecture Decision-Making: Contribute to strategic architecture decisions, ensuring alignment with client needs, market trends, and AWS best practices.
Strategic Planning: Collaborate with leadership to define the service roadmap, driving business growth and market expansion.

📝 Enhancement Note: This role offers significant technical challenges and growth opportunities in cloud services, ITIL processes, and AWS. The ideal candidate will have a strong background in IT Operations Management, with a proven track record of driving operational excellence and service improvement.

💡 Interview Preparation

Technical Questions:

Cloud Services & AWS: Demonstrate your understanding of cloud services, AWS, and relevant best practices.
ITIL Processes: Showcase your knowledge of ITIL processes, with a strong emphasis on incident, problem, and change management.
Data Analysis & Strategic Planning: Explain your approach to analyzing operational data, identifying trends, and proposing strategic improvements.
Leadership & Communication: Discuss your leadership and communication skills, focusing on stakeholder management and team collaboration.

Company & Culture Questions:

Company Culture: Explain how you would contribute to Escala 24x7's culture, focusing on proactivity, collaboration, and continuous improvement.
Customer Focus: Describe your approach to prioritizing client satisfaction and ensuring alignment with their business objectives and market trends.
Teamwork & Collaboration: Discuss your experience working in a cross-functional team environment, highlighting your ability to collaborate and drive service improvement.

Portfolio Presentation Strategy:

Cloud Operations & ITIL: Highlight your experience in managing cloud operations, ITIL processes, and service delivery.
Data Analysis & Strategic Planning: Demonstrate your ability to analyze data, identify trends, and propose strategic improvements.
Leadership & Communication: Showcase your leadership and communication skills, focusing on stakeholder management and team collaboration.

📝 Enhancement Note: The interview process for this role focuses on assessing the candidate's technical proficiency in cloud services, ITIL processes, and AWS, as well as their leadership, communication, and analytical skills. The ideal candidate will have a strong background in IT Operations Management and a proven track record of driving operational excellence and service improvement.

📌 Application Steps

To apply for this Cloud Operations Manager LATAM position:

Customize Your Portfolio: Highlight your experience in managing cloud operations, ITIL processes, and service delivery. Demonstrate your ability to analyze data, identify trends, and propose strategic improvements.
Resume Optimization: Tailor your resume to emphasize your technical skills, leadership experience, and achievements in cloud services, ITIL processes, and AWS.
Technical Interview Preparation: Brush up on your AWS knowledge, review ITIL processes, and prepare for leadership and communication challenges. Familiarize yourself with Escala 24x7's technology stack and company culture.
Company Research: Learn about Escala 24x7's focus on cloud services, ITIL processes, and AWS. Understand the company's market position, client base, and growth opportunities.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web technology industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Cloud Operations Manager LATAM