Remote Full-time Not specified Customer Support
The Manager, Cloud Infrastructure Support is responsible for leading a team of Cloud Administrators and Cloud Engineers delivering Day 2 managed services across public cloud platforms. This role provides operational leadership, workforce management, customer escalation support, performance coaching, and continuous improvement initiatives to ensure exceptional service delivery, customer satisfaction, and operational efficiency. The manager is accountable for team health, business performance, strategic execution, and alignment with Cloud Infrastructure Support (CIS) objectives.
Location: Mexico City, Mexico – Remote work from home.
Lead a team of Cloud Administrators and Cloud Engineers providing 24×7 public cloud support services.
Ensure adherence to service level objectives (SLOs), service level agreements (SLAs), quality standards, and operational processes.
Coordinate with Incident Management teams, platform vendors, and cross-functional teams during high-severity incidents.
Conduct regular one‐on‐one meetings, coaching sessions,



goal reviews, and performance discussions.
Foster a culture of accountability, collaboration, customer obsession, and continuous learning.
Support employee career growth and succession planning.
Support onboarding readiness and ongoing service operations for managed cloud customers.
Business Management
Participate in leadership reviews of KPIs, CSAT, SLA attainment, ticket solve layer, capacity planning, onboarding performance, churn risk, and strategic goals.
Contribute to strategic planning, workforce planning, organizational initiatives, and cross‐functional collaboration efforts.
Cloud Infrastructure Support (CIS)
Reports To: Senior Director, Cloud Infrastructure Support
Cloud Administrators and Cloud Engineers
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