Manager - Customer Service Operations

1. Cloud Cost Management & OptimizationMonitor, analyze, and optimize cloud spend across AWS, Azure, and/or GCPIdentify and implement cost-saving opportunities:Rightsizing compute and storageReserved Instances / Savings PlansSpot/Preemptible instancesScheduling (auto start/stop)Design and enforce tagging strategies for cost allocationEstablish chargeback/showback modelsDrive continuous cost optimization initiatives across engineering teams2. Cloud Operations & Service DeliveryManage end-to-end cloud operations (L2/L3 support) for production environmentsEnsure high availability, performance, and scalability of workloadsHandle incident, problem, and change management (ITIL aligned)Lead troubleshooting and root cause analysis (RCA) for outages and performance issuesSupport capacity planning and resource utilization optimization3. FinOps Framework & GovernanceImplement and mature FinOps practices aligned with FinOps Foundation (Inform, Optimize, Operate)Define and enforce:Cloud cost governance policiesBudget controls and guardrailsApproval workflows for resource provisioningEstablish cost accountability culture across engineering and business teamsDrive adoption of FinOps across multiple business units4. Monitoring, Observability & Cost IntelligenceImplement monitoring and observability solutions:AWS CloudWatch, Azure Monitor, GCP Operations SuitePrometheus, Grafana, Datadog, or similar toolsCorrelate infrastructure performance with cost trendsConfigure alerts for:Cost anomaliesOverutilized / underutilized resourcesPerformance degradationBuild dashboards combining operational + financial KPIs5. Automation & DevOps IntegrationIntegrate FinOps into CI/CD pipelines and DevOps workflowsEnable:Auto-scalingAuto-healingAuto-shutdown policiesImprove operational efficiency through automation and standardization6. Financial Planning & ForecastingDevelop and manage cloud budgets and forecastsPerform variance analysis (planned vs actual spend)Provide insights on cost drivers and optimization opportunitiesAlign capacity planning with financial forecasts and business growthSupport finance teams with cloud cost reporting during planning cycles7. Security, Compliance & GovernanceEnsure adherence to cloud governance and compliance standardsImplement guardrails for secure and cost-efficient deploymentsCollaborate with security teams for cost-optimized security architectureConduct audits of cloud usage and spending8. Stakeholder Management & LeadershipCollaborate with:Cloud EngineeringFinance and Procurement teamsProduct and Business stakeholdersPresent cost, performance, and operational insights to leadershipMentor and guide junior FinOps/CloudOps team membersDrive cross-functional alignment on cost and operational efficiency goals