• Cloud Operations Manager

    Job Locations US-AL-Huntsville
    Req# ID
    PP&M US
    # of Openings
  • Overview

    Hexagon PPM (formerly Intergraph Process, Power & Marine) is the leading global provider of engineering software and project control solutions. We transform unstructured information into a smart digital asset, empowering our clients to visualize, create, and manage the life cycle of facilities and structures of all complexities. For more information visit HexagonPPM.com


    Hexagon PPM is part of Hexagon (Nasdaq Stockholm: HEXA B; Hexagon.com), a leading global provider of information technology solutions that drive productivity and quality across geospatial and industrial landscapes.


    Hexagon PPM is seeking to hire a Cloud Operations Manager for our headquarters office in Madison, AL.  This role will be responsible for the management of the Cloud Operations team including management of resources, planning, allocation and prioritizing of projects and ensuring customer issues are responded to in line with cloud customer agreements.  The Cloud Operations Manager will act as an escalation point in Huntsville for Cloud related issues, ensuring that incidents and requests are handled according to agreed procedures and documentation of the supported components is available and in an appropriate form for those providing support.  Identify recurring issues and work with teams for ongoing resolution.  Creating and maintaining support documentation.  The selected candidate should understand Intergraph application issues, reproduce and demonstrate the issue to appropriate teams; have the ability to coordinate operational activities across numerous Cloud and external organizations.  Proactively manage changes in project scope, identify potential crises, and devise contingency plans as well as operate in a continuous improvement delivery methodology.

    • Working closely with Project Manager(s) to ensure resource is available for ongoing projects.
    • Provide reports and proposals for improvement to specialists, users and managers
    • Ensure that appropriate action is taken to anticipate, investigate and resolve problems in systems and services. Ensure that such problems are fully documented within the relevant reporting system(s). Coordinate the implementation of agreed remedies and preventative measures.  Analyses of patterns and trends.
    • Ensure SLA targets are understood and are met
    • Track performance against metrics improvement goals
    • Ensure key performance indicators are measured, monitored and reported and service improvement initiatives are identified and agreed with the customer service manager.
    • Escalation of issues to appropriate product and cloud teams senior management where the customer is affected
    • Day to day management of a team including regular appraisals, training, and overall leadership
    • Define and measure success metrics and monitor change progress
    • Manage the planning, auditing and education of change activities
    • Cultivate and maintain open communication and constructive collaboration between key stakeholders from the Engineering Management, Product Development, Operations and Customer Support
    • Participate in customer meetings and bring proactive solutions to customer problems
    • Manage team members in a globally distributed environment


    A Bachelor's Degree in a Technical Discipline is preferred.  As well as the following:

    • Extensive demonstrable experience support / service management
    • Customer focused with desire for excellent service delivery
    • Ability to self-manage and motivate.
    • Significant computer IT and applications experience.
    • Good interpersonal skills.
    • Able to work alone with minimum of supervision.
    • Flexibility with regards to working hours.
    • Commercial awareness and the ability to anticipate and understand impact of activity on both the company and its customers
    • Ability to analyse data and make decisions based upon findings.
    • Ability to secure the commitment of staff and their managers
    • Ability to report accurately and succinctly
    • An eye for detail and accuracy
    • Ability to fit in to a team and motivate staff to deliver results
    • Positive outlook and attitude
    • ITIL Service Management Foundation – essential
    • ITIL Intermediate qualifications – desirable
    • An understanding of Intergraph applications – a plus


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