Cloud Operations, Senior Manager

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.Job CategoryProducts and TechnologyJob DetailsAbout the jobSalesforce is partnering with Alibaba Cloud to offer its core products in China, this is to help support existing multinational customers that want to retain and expand their presence in the GCR and need Salesforce to run in region to meet China regulatory mentorship.The Salesforce on Alibaba Cloud Singapore Operation team is a brand-new Organization within Security Engineering, with an exciting mission to support the needs of the organization.This is a management role and this person will be helping drive Incident/Change/Release related activities for the team. You will then be responsible for managing and supervising the day-to-day responsibilities of these operations engineers. This role will entail building and maintaining strong relationships with other connected areas of the business while driving and informing a continuous cycle of process and engineering improvements.Customer Focus - Ensure customer escalations by Alibaba are handled internally and that communication is going back to the customerProcess-Minded - Create and improve processes that facilitate operational response and incident mitigation to quantitative goals.Change Management - Backing the change manager to ensures that standardised methods and procedures are used for efficient and prompt handling of all changes. Continue to improve and implement the ITIL best practice for Tech-Ops/IT Infrastructure around Change Management, and provide advice on the adoption across relevant departments.Incident Management - Act in key support roles during major incidents Release Management - Experience with the software development lifecycle;Required Skills/Experience:Experience will be evaluated based on alignment to the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer work, etc.).8+ years in a leadership role as a change, release or incident manager.The applicant will ideally have experience operating or engineering large-scale enterprise environments, which included online transaction processing, Cloud Based services, Application Services Provider, or similar enterprise services or solutions.Experience designing and implementing processes/compliance requirements for large scale production environmentsAbility to coordinate all incidents, communication with stakeholders, manage escalations, and resolutionsAbility to classify and report on incidents, analyse root causes, recommend preventative measuresDevelop and improve incident management processes using industry best practicesUtilize ITIL Best practices in Change Management for implementation of change management plans and strategiesIdentify and mitigate risks arising from changes resulting from infrastructure changes, software releases, configuration changes etc.Experience with creating and tracking Service Level Agreements (SLA’s)Plan and coordinate software releases, develop release plans and improve the release process Preferred qualifications:A good understanding and practice in large-scale distributed systemsUnderstanding of key open source technologies like Jenkins, Spinnaker, and DockerExperience defining immutable infrastructure via Terraform/Cloud Formation or other approaches across large footprints and distributed teamsUnderstanding of SDLCExperience in Incident Management, solid understanding of ITIL processes, and Scrum agile development methodologies.Public cloud infrastructure knowledge.Mandarin Speaking Preferred to handle customers from Greater China Region.Customer/Partner Facing Experience.#LI-YAccommodationsIf you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.Posting StatementAt Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at Salesforce and explore our benefits.Salesforce, Inc. and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce, Inc. and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce, Inc. and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesforce, Inc. or Salesforce.org.Salesforce welcomes all.