Job Description

PCCW Global is a leading international communications service provider, delivering state-of-the-art mobility, voice, and data solutions to multinational enterprises, telecommunications partners, and cloud/application service providers. With an extensive network spanning over 3,000 cities in 160+ countries across 5 continents, our global reach, combined with localized expertise, ensures best-in-class connections across Africa, the Americas, Asia Pacific, Europe, and the Middle East.

Our network portfolio includes integrated communications services, such as connectivity and applications, all tailored, integrated, and orchestrated by the Console Connect platform.
Console Connect is a Software Defined Interconnection® platform that enables users to self-provision private, high-performance connections within a global ecosystem of enterprises, networks, clouds, SaaS,
IoT, and application providers. Accessible from 800+ data centers in 50+ countries, the platform is integrated with major hyperscale cloud providers, including AWS, Google Cloud, IBM Cloud, Microsoft Azure, Oracle and Alibaba Cloud. Users can access a wide array of native and third-party solutions via the Console Connect portal or API.

As the Manager of Cloud Operations & Platform Support, you will be the guardian of our cloud ecosystem’s stability, scalability, and performance. You aren’t just "managing" a team;
you are orchestrating a high-stakes environment where uptime is the gold standard and continuous improvement is the cultural norm.

You will lead a team of talented engineers, serving as the bridge between technical execution and strategic business goals. Whether you’re acting as the Incident Commander during a critical outage or steering the team toward CMMI maturity, your focus remains on delivering a seamless, high-quality experience for our stakeholders.

Core Responsibilities

1. Operational Excellence & SLA Management

• Ticket Lifecycle: Oversee the validation, categorization, and assignment of all incoming tickets to ensure no issue falls through the cracks.
• SLA Governance: Rigorously monitor Service Level Agreements (SLAs). You are responsible for ensuring the team meets or exceeds agreed-upon response and resolution times.
• Monitoring & Anomaly Detection: Implement proactive monitoring strategies to detect trends or risks before they impact service availability.
• Maintaining ISO27001 compliance (with comprehensive coverage for process and procedure)
• Working closely with Infosec on routine and ad-hoc activities such as access reviews and compliance with the latest policies relating to the security of our infrastructure

2. Incident Leadership & Escalation

• Incident Commander: Take the lead during major service outages. You will coordinate the technical response, manage stakeholder communication, and ensure high-pressure situations are handled with composure.
• Timezone Authority: Serve as the primary escalation point within your designated timezone, providing guidance to on-call teams during off-hours and holidays.
• Post-Mortem Integrity: Ensure every major incident is followed by a comprehensive review that captures root causes and actionable prevention steps.

3. Leadership & Team Development

• Capability Maturity: Guide the team through the CMMI framework, advancing process maturity and operational discipline.
• Mentorship: Foster a high-performance culture rooted in accountability, professional growth, and technical excellence.
• Training: Ensure the team is fully versed in all Standard Operating Procedures (SOPs) and equipped to handle evolving cloud technologies.

4. Process & Knowledge Management

• SOP Management: Develop, review, and standardize all operational processes to align with industry best practices.
• Knowledge base: Maintain a robust internal library of troubleshooting guides, SOPs, and resolution steps.
• Preparedness: Execute regular operational drills (Disaster Recovery, Incident Response) to identify gaps in readiness.

5. Continuous Improvement & Collaboration

• The Feedback Loop: Contribute at least three (3) data-driven improvement suggestions per quarter to the planning process, derived from operational trends and team feedback.
• Cross-Functional Synergy: Partner with Engineering, Security, and Compliance teams to ensure cloud operations remain secure, compliant, and aligned with broader organizational initiatives.

Required Qualifications & Skills

• Experience: 8+ years in Cloud Operations or Infrastructure Support, with at least 3 years in a formal leadership/management capacity.
• Technical Depth: Strong understanding of cloud architecture (GCP preferred) and CMMI frameworks.
• Crisis Management: Proven track record as an Incident Commander or in a high-pressure NOC/Command Center environment.
• Communication: Exceptional ability to translate complex technical issues into clear updates for executive stakeholders.
• Analytical Mindset: Ability to leverage metrics and logs to drive process optimization and proactive risk mitigation.