📍 Job Overview

Job Title: Cloud Operations Manager LATAM
Company: Escala 24x7
Location: Ciudad de México, Mexico
Job Type: Full-Time
Category: DevOps, IT Service Management
Date Posted: 2025-07-31
Experience Level: 2-5 years
Remote Status: Remote (Latin America)

🚀 Role Summary

Lead the delivery of managed cloud services, ensuring client satisfaction and continuous improvement.
Govern ITIL processes and foster a proactive culture within the operations team.
Collaborate with clients and internal teams to drive service enhancements and address operational challenges.
📝 Enhancement Note: This role requires a strong background in IT service management, cloud operations, and stakeholder communication, with a focus on delivering excellence in a dynamic, client-facing environment.

💻 Primary Responsibilities

Service Level Agreement (SLA) Compliance: Proactively monitor and ensure adherence to agreed service levels, maximizing quality and availability for clients.
Client Communication & Service Reviews: Lead client interactions at strategic, tactical, and operational levels, presenting performance reports, and discussing improvement plans.
Incident & Problem Management: Oversee incident resolution, problem diagnosis, and resolution, ensuring efficient response times and minimal client impact.
Documentation Management: Maintain and update service documentation, ensuring accessibility and accuracy for both clients and internal teams.
Trend Analysis & Strategic Planning: Analyze operational data to identify trends, anticipate issues, and propose strategic improvements to enhance service value.
Team Leadership & Collaboration: Lead the operations team, fostering a culture of proactivity, collaboration, and continuous improvement.
Change Management: Coordinate and manage changes to services and infrastructure, minimizing risk and ensuring minimal client impact.
📝 Enhancement Note: The role requires a balance of technical depth, strong communication skills, and a customer-centric mindset to drive service excellence and client satisfaction.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Information Technology, or a related field. Relevant certifications (ITIL, AWS, etc.) are a plus.

Experience: Proven experience (3-5 years) in IT Operations Management, Service Delivery Management, or a similar role, with a strong focus on cloud services and ITIL frameworks.

Required Skills:

Proven experience in cloud operations, with a focus on AWS services.
Strong understanding of ITIL processes, particularly incident, problem, change, and request management.
Excellent communication skills, both written and verbal, with the ability to interact effectively with technical and non-technical stakeholders.
Strong leadership and team management skills, with the ability to motivate and guide technical teams.
Analytical skills, with the ability to analyze data, identify trends, and make data-driven decisions.
📝 Enhancement Note: Candidates should have a proven track record in driving service excellence, with a customer-centric mindset and a strong focus on continuous improvement.

Preferred Skills:

AWS certifications (e.g., AWS Cloud Practitioner, AWS Solutions Architect - Associate).
Experience with ITSM tools such as Jira Service Management or ServiceNow.
Familiarity with Agile or DevOps methodologies.
ITIL certification.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Case studies demonstrating successful service delivery, incident management, and problem resolution.
Examples of service improvement initiatives driven by data analysis and trend identification.
Documentation showcasing service level agreements, process flows, and service catalogs.
📝 Enhancement Note: As this role focuses on service delivery and operations, a portfolio should highlight the candidate's ability to manage and improve cloud services, with a strong emphasis on client satisfaction and service excellence.

Technical Documentation:

Detailed process documentation, including incident, problem, and change management processes.
Service level agreement (SLA) definitions and service level objective (SLO) targets.
📝 Enhancement Note: The portfolio should demonstrate the candidate's ability to manage and improve complex IT services, with a strong focus on client satisfaction and service excellence.

💵 Compensation & Benefits

Salary Range: The salary range for this role in Mexico City typically falls between MXN 80,000 and MXN 120,000 per year, depending on experience and qualifications. This estimate is based on market research and regional salary standards for IT service management and cloud operations roles.

Benefits:

Remote Work: 100% remote and flexible work arrangement, allowing employees to work from anywhere in Latin America.
AWS Certification Coverage: Escala 24x7 covers the cost of AWS certifications and provides support for professional development.
Vacation Time: 15 days of vacation per year, in addition to national holidays and birthdays off.
Special Gifts & Celebrations: Obsequios especiales para celebrar los momentos más importantes de tu vida.
Extended Parental Leave: Licencia por nacimiento extendida.
📝 Enhancement Note: The salary range and benefits package are competitive within the IT service management and cloud operations industry in Mexico and Latin America, reflecting the importance of this role in driving service excellence and client satisfaction.

🎯 Team & Company Context

🏢 Company Culture

Industry: Escala 24x7 is a leading AWS partner in Latin America, specializing in cloud infrastructure and managed services.

Company Size: As a growing company, Escala 24x7 offers a dynamic and collaborative work environment, with ample opportunities for professional growth and development.

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

Team Structure:

The operations team consists of experienced cloud engineers, service delivery managers, and incident managers, working collaboratively to ensure service excellence and client satisfaction.
The team follows Agile methodologies, with a focus on iterative improvement and continuous delivery.
📝 Enhancement Note: Escala 24x7's team structure fosters a culture of collaboration, innovation, and continuous improvement, with a strong focus on driving service excellence and client satisfaction.

Development Methodology:

Escala 24x7 follows ITIL best practices for service delivery, incident, problem, and change management.
The company emphasizes a culture of proactivity, with a focus on preventing incidents and minimizing client impact.
📝 Enhancement Note: Escala 24x7's development methodology emphasizes a customer-centric approach, with a strong focus on service excellence and continuous improvement.

📈 Career & Growth Analysis

Web Technology Career Level: This role is suitable for an experienced IT service management professional with a strong background in cloud operations, seeking to advance their career in a dynamic, client-facing environment.

Reporting Structure: The Cloud Operations Manager reports directly to the Head of Service Delivery, with indirect responsibility for the operations team and cross-functional collaboration with other departments.

Technical Impact: This role has a significant impact on service delivery, client satisfaction, and the overall success of Escala 24x7's managed cloud services. The Cloud Operations Manager plays a critical role in driving service excellence and continuous improvement.

Growth Opportunities:

Service Delivery Manager: Transition to a more strategic role, focusing on service roadmap development, stakeholder management, and service improvement planning.
Head of Service Delivery: Lead the service delivery function, driving service excellence, and strategic planning across all managed cloud services.
📝 Enhancement Note: Escala 24x7 offers clear career progression paths for talented IT service management professionals, with a strong focus on driving service excellence and client satisfaction.

🌐 Work Environment

Office Type: Escala 24x7 operates a 100% remote work environment, allowing employees to work from anywhere in Latin America.

Office Location(s): As a remote-first company, Escala 24x7 does not have physical office locations. Employees can work from their preferred location within Latin America.

Workspace Context:

Escala 24x7 provides employees with the necessary tools and resources to work effectively in a remote environment, including laptops, software, and collaboration platforms.
The company fosters a culture of collaboration and communication, with regular team meetings, one-on-ones, and virtual events.
📝 Enhancement Note: Escala 24x7's remote work environment offers employees the flexibility to balance work and personal life, with a strong focus on results and performance.

Work Schedule: Escala 24x7 operates on a standard workweek, with flexible hours to accommodate individual employee needs and time zones. The company encourages employees to maintain a healthy work-life balance.

📝 Enhancement Note: Escala 24x7's work environment emphasizes flexibility, collaboration, and results-driven performance, with a strong focus on driving service excellence and client satisfaction.

📄 Application & Technical Interview Process

Interview Process:

Phone/Screen: A brief phone or video call to assess communication skills, cultural fit, and basic qualifications.
Technical Deep Dive: A detailed discussion of the candidate's cloud operations experience, ITIL knowledge, and problem-solving skills.
Final Interview: A meeting with the Head of Service Delivery and other key stakeholders to discuss the candidate's fit for the role, career aspirations, and growth opportunities.
Reference Check: Escala 24x7 will contact provided references to confirm the candidate's experience and qualifications.

Portfolio Review Tips:

Highlight successful service delivery projects, incident management case studies, and problem resolution examples.
Emphasize the candidate's ability to manage and improve complex IT services, with a strong focus on client satisfaction and service excellence.
📝 Enhancement Note: The portfolio should demonstrate the candidate's ability to manage and improve complex IT services, with a strong focus on client satisfaction and service excellence.

Technical Challenge Preparation:

Brush up on ITIL best practices, with a focus on incident, problem, change, and request management.
Review AWS services and features relevant to cloud operations and managed services.
Prepare for scenario-based questions, focusing on problem-solving, decision-making, and communication skills.
📝 Enhancement Note: The technical interview process assesses the candidate's technical skills, problem-solving abilities, and cultural fit within Escala 24x7's dynamic, client-facing environment.

🛠 Technology Stack & Web Infrastructure

Cloud Platform: AWS, with a strong focus on IaaS, PaaS, and SaaS services.

IT Service Management (ITSM) Tools:

Jira Service Management (formerly Jira Service Desk) for incident, problem, and change management.
Confluence for knowledge management and collaboration.
📝 Enhancement Note: Escala 24x7's technology stack emphasizes AWS services and ITSM tools, with a strong focus on driving service excellence and client satisfaction.

Monitoring & Logging Tools:

Amazon CloudWatch for cloud resource monitoring and metrics collection.
AWS CloudTrail for audit logging and compliance.
📝 Enhancement Note: Escala 24x7's monitoring and logging tools enable proactive incident management, problem diagnosis, and service improvement.

Collaboration & Communication Tools:

Microsoft Teams for instant messaging, video conferencing, and file sharing.
Google Workspace (formerly G Suite) for email, document creation, and collaboration.
📝 Enhancement Note: Escala 24x7's collaboration and communication tools foster a culture of collaboration, communication, and knowledge sharing within the organization.

👥 Team Culture & Values

Web Development Values:

Client Focus: Escala 24x7 prioritizes client satisfaction, with a strong focus on delivering excellence in cloud services and support.
Proactivity: The company emphasizes a culture of proactivity, with a focus on preventing incidents and minimizing client impact.
Continuous Improvement: Escala 24x7 fosters a culture of continuous improvement, with a strong focus on driving service excellence and innovation.
Collaboration: The company values collaboration, with a focus on cross-functional teamwork and knowledge sharing.
📝 Enhancement Note: Escala 24x7's web development values emphasize a customer-centric approach, with a strong focus on service excellence and continuous improvement.

Collaboration Style:

Escala 24x7 fosters a culture of collaboration, with a focus on cross-functional teamwork, knowledge sharing, and continuous learning.
The company encourages regular communication, with daily stand-ups, weekly team meetings, and monthly all-hands meetings.
📝 Enhancement Note: Escala 24x7's collaboration style emphasizes a customer-centric approach, with a strong focus on driving service excellence and client satisfaction.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Managing complex cloud environments and ensuring high availability and performance for clients.
Proactively identifying and addressing potential service issues before they impact clients.
Collaborating with cross-functional teams to drive service improvement and innovation.
📝 Enhancement Note: Escala 247's technical challenges require a strong background in cloud operations, IT service management, and stakeholder communication.

Learning & Development Opportunities:

AWS Certification: Escala 247 covers the cost of AWS certifications and provides support for professional development.
ITIL Certification: The company encourages employees to obtain ITIL certifications to enhance their knowledge of IT service management best practices.
Conferences & Events: Escala 247 supports employee attendance at relevant conferences and events, with a focus on cloud operations, IT service management, and emerging technologies.
📝 Enhancement Note: Escala 247 offers numerous learning and development opportunities, with a strong focus on driving service excellence and continuous improvement.

💡 Interview Preparation

Technical Questions:

ITIL Best Practices: Demonstrate a strong understanding of ITIL processes, with a focus on incident, problem, change, and request management.
AWS Services: Showcase expertise in AWS services, with a focus on IaaS, PaaS, and SaaS offerings.
Problem-Solving: Prepare for scenario-based questions, focusing on problem-solving, decision-making, and communication skills.
📝 Enhancement Note: The technical interview process assesses the candidate's technical skills, problem-solving abilities, and cultural fit within Escala 247's dynamic, client-facing environment.

Company & Culture Questions:

Company Culture: Demonstrate a strong understanding of Escala 247's company culture, with a focus on client satisfaction, proactivity, continuous improvement, and collaboration.
Team Dynamics: Showcase an understanding of Escala 247's team structure, with a focus on cross-functional collaboration, knowledge sharing, and continuous learning.
📝 Enhancement Note: The company and culture questions assess the candidate's cultural fit, with a strong focus on driving service excellence and client satisfaction.

Portfolio Presentation Strategy:

Service Delivery Projects: Highlight successful service delivery projects, incident management case studies, and problem resolution examples.
ITIL Process Improvement: Emphasize the candidate's ability to manage and improve complex IT services, with a strong focus on client satisfaction and service excellence.
AWS Services Expertise: Showcase the candidate's expertise in AWS services, with a focus on IaaS, PaaS, and SaaS offerings.
📝 Enhancement Note: The portfolio presentation strategy should demonstrate the candidate's ability to manage and improve complex IT services, with a strong focus on client satisfaction and service excellence.

📌 Application Steps

To apply for this Cloud Operations Manager LATAM position:

Resume Optimization: Tailor your resume to highlight relevant cloud operations, IT service management, and AWS experience, with a focus on problem-solving, leadership, and communication skills.
Portfolio Preparation: Curate a portfolio showcasing successful service delivery projects, incident management case studies, and problem resolution examples, with a strong emphasis on client satisfaction and service excellence.
Technical Interview Preparation: Brush up on ITIL best practices, AWS services, and problem-solving techniques, with a focus on scenario-based questions and communication skills.
Company Research: Thoroughly research Escala 247, with a focus on the company's mission, values, and culture, as well as the specific needs and challenges of the Cloud Operations Manager role.
📝 Enhancement Note: The application process for the Cloud Operations Manager LATAM position requires a strong background in cloud operations, IT service management, and stakeholder communication, with a focus on driving service excellence and client satisfaction.

Cloud Operations Manager LATAM