Senior Manager, Customer Experience

About the role

As the Senior Manager, Customer Experience (Cloud Operations) , you will serve as a critical operational pillar within QAD’s global Cloud Operations organization, reporting directly to the Senior Director of Cloud Operations. In this high-visibility leadership role, you will bridge strategic cloud direction with world-class operational delivery.

What you'll do

• Incident & Problem Management Leadership
• Serve as the incident commander leading war room discussions, managing real-time bridge calls, establishing stakeholder communication discipline
• Root Cause Analysis (RCA) & Quality: Oversee rigorous RCA documentation and track permanent fixes to completion to eliminate repeat failures across complex cloud…
• Service Delivery & SLA Governance
• MSP & Outsourced Partner Governance

What you need

• 12–22 yrs of experience
• AWS
• ITIL
• Windows Server
• Linux
• Root cause analysis
• Communication
• Any graduate

Good to have

• Zendesk
• JIRA
• ERP
• IAM
• ServiceNow