Technical Support Manager - Cloud SRE

Job Title: Technical Support Manager SRE (Cloud Managed Services)

Education: Any Graduate

Experience: 12+years

Location:  Mumbai

 

Job Description: 

 

Role Overview:

We are seeking an experienced SRE Support Manager to lead multi-cloud managed services support operations across Amazon Web Services, Microsoft Azure, and Google Cloud environments. This role will be responsible for ensuring platform reliability, operational excellence, SLA governance, and customer satisfaction while managing Level 1 and Level 2 SRE engineers and collaborating with Level 3 engineering teams.

The ideal candidate combines strong people leadership, customer management, cloud operations expertise, and deep understanding of Site Reliability Engineering practices, including SLI, SLO, SLA, error budgets, observability, automation, and incident management.

 

Experience Required:

12 + years overall experience with 3+ years in team leadership / support management / SRE management role.

 

Key Responsibilities:

 

Team Leadership & Support Operations:

• Lead, mentor, and develop Level 1 and Level 2 SRE Support Engineers. 

• Manage 24x7 support coverage, shift planning, workforce utilization, and operational readiness. 

• Establish clear escalation matrices and support ownership models. 

• Drive skill upliftment across cloud technologies, troubleshooting, and SRE practices. 

 

Customer & Service Delivery Management:

• Manage support delivery for multiple enterprise managed services customers. 

• Understand customer expectations, business priorities, and critical workloads. 

• Act as senior escalation point for high-priority incidents and service concerns. 

• Ensure proactive communication during outages, incidents, and service requests. 

 

Reliability Engineering & SRE Governance:

• Define and monitor Service Level Indicators (SLIs) for availability, latency, error rates, throughput, and ticket responsiveness. 

• Establish and govern Service Level Objectives (SLOs) aligned to customer needs. 

• Manage Error Budgets and balance reliability with speed of change. 

• Improve operational reliability through automation, standardization, and continuous improvement. 

• Reduce toil and repetitive manual support tasks.

 

Incident / Problem / Change Management:

• Lead major incident management bridges and restoration activities. 

• Coordinate with Level 3 teams, cloud vendors, and customer stakeholders. 

• Drive Root Cause Analysis (RCA) and preventive corrective actions. 

• Ensure controlled execution of change management, patching, releases, and maintenance. 

 

SLA / KPI / Reporting:

• Track contractual SLAs, operational KPIs, MTTR, MTTD, ticket aging, and backlog health. 

• Publish weekly/monthly service review dashboards. 

• Highlight risks, recurring issues, and improvement opportunities. 

• Ensure audit readiness and governance compliance. 

 

Multi-Cloud Platform Management:

• Oversee customer workloads on: 

• Amazon Web Services  - EC2, RDS, EKS, Lambda, IAM, VPC, CloudWatch

• Microsoft Azure - Azure VM, AKS, Azure SQL, VNets, Monitor, Defender 

• Google Cloud - Compute Engine, GKE, Cloud SQL, IAM, Operations Suite 

 

Required Technical Skills:

 

Cloud & Infrastructure

• Strong hands-on experience in any one or more cloud platforms: Amazon Web Services / Microsoft Azure / Google Cloud 

• Good understanding of compute, storage, networking, IAM, backup, DR, and security controls. 

• Experience with Linux and/or Windows server administration. 

• Knowledge of containers and orchestration platforms such as Kubernetes / Docker. 

 

SRE & Reliability Engineering

• Strong knowledge of SRE principles and best practices. 

• Experience designing and tracking SLI, SLO, SLA frameworks. 

• Practical understanding of Error Budget policy management. 

• Expertise in incident response, on-call operations, postmortems, and resilience engineering. 

• Familiarity with capacity planning, availability engineering, and performance optimization. 

 

Monitoring / Observability

• Hands-on experience with: 

• Amazon CloudWatch 

• Azure Monitor 

• Google Cloud Operations Suite 

• Datadog 

• Grafana 

• Prometheus 

 

Automation / DevOps

• Experience with scripting: Python / Bash / PowerShell. 

• Infrastructure as Code using Terraform or similar. 

• CI/CD exposure using GitHub Actions, Jenkins, or similar tools. 

 

Leadership Skills

• Proven experience managing technical support or SRE operations teams. 

• Strong customer-facing communication skills. 

• Ability to manage escalations under pressure. 

• Strong decision-making and stakeholder management skills. 

 

Preferred Qualifications

• ITIL Foundation / ITSM knowledge. 

• AWS / Azure / GCP certifications. 

• Experience in Managed Services / MSP environment. 

• Experience leading 24x7 global support teams. 

 

Success Metrics

• SLA / SLO attainment 

• Error budget compliance 

• MTTR reduction 

• Service availability improvement 

• Customer satisfaction (CSAT) 

• Ticket backlog health 

• Automation delivered 

• Team productivity and retention 

 

About UsDatavail is a leading provider of data management, application development, analytics, and cloud services, with more than 1,000 professionals helping clients build and manage applications and data via a world-class tech-enabled delivery platform and software solutions across all leading technologies. For more than 17 years, Datavail has worked with thousands of companies spanning different industries and sizes, and is an AWS Advanced Tier Consulting Partner, a Microsoft Solutions Partner for Data & AI and Digital & App Innovation (Azure), an Oracle Partner, and a MySQL Partner. About the Team