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Managed Services Team Lead

--Amman - Jordan--

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Ready to own the operations floor at an Advanced AWS Partner? cirrusgo is looking for a hands-on Managed Services leader who can resolve what others can't, build a reliability-first culture, and lead a team that keeps mission-critical cloud environments running at enterprise grade

Job Summary

The Managed Services Team Lead is a senior technical and people leadership role responsible for leading the Managed Services team, ensuring operational excellence across all customer environments, and acting as the last technical escalation point before executive leadership.

This role requires deep, hands-on AWS expertise combined with strong people management skills. The Team Lead owns the end-to-end managed services operation and builds and maintains the operational standards, monitoring strategies, and automation that keep customer environments healthy and stable. 

As an Advanced AWS Partner, cirrusgo expects the Managed Services Team Lead to uphold the highest technical standards, drive team certification goals, and contribute to AWS competency and program readiness.

Key Responsibilities

  • Lead and manage the Managed Services team including Cloud Support Engineers
  • Act as the last technical escalation point for all managed services issues – personally diagnose and resolve the most complex AWS infrastructure, networking, security, database, and performance problems.
  • Own end-to-end managed services operations with full accountability for SLA compliance, uptime, and customer satisfaction.
  • Lead incident response for critical customer incidents, coordinate cross-functional response, and drive root cause analysis and permanent remediation.
  • Adapt and Develop monitoring, alerting, and observability strategies using related tools to ensure proactive detection of issues.
  • Establish and enforce operational standards, runbooks, playbooks, escalation procedures, and change management processes.
  • Implement and maintain automation for operational tasks including patching, scaling, backup, disaster recovery testing, and infrastructure provisioning.
  • Drive capacity planning, performance optimization, and cost optimization across managed customer environments.
  • Conduct regular operational reviews with customers, present SLA compliance reports, and drive continuous service improvement.
  • Define team objectives, KPIs, and performance metrics for managed services engineers.
  • Oversee individual development plans, coaching, performance management, and succession planning.
  • Drive team certification strategy ensuring engineers meet cirrusgo's AWS certification targets.
  • Manage on-call rotations, shift scheduling, and ensure adequate coverage models are effective.
  • Collaborate with Solutions Architects during technical handover to ensure operational readiness of new customer environments.
  • Collaborate with the Service Delivery Manager on customer retention, expansion opportunities, and service improvement initiatives.
  • Contribute to cirrusgo's AWS competency requirements through documented case studies and technical leadership.
  • Adhere to cirrusgo standards, security guidelines, ethical conduct, and professional behavior at all times. 

Skills & Qualifications

  • Bachelor’s degree in Computer Science, Engineering, or a related field (Master’s degree is a plus)
  • 7+ years of hands-on experience in AWS cloud infrastructure, operations, and troubleshooting
  • 3+ years of experience managing or leading technical teams in managed services or cloud operations environments.
  • Deep expertise across core AWS services: EC2, VPC, RDS, S3, IAM, CloudWatch, Lambda, ECS/EKS, Route 53, CloudFront, Direct Connect, Transit Gateway, Organizations, Control Tower, and others.
  • Proven ability to troubleshoot and resolve complex, multi-layered AWS issues across compute, networking, storage, database, and security.
  • Strong experience with monitoring and observability tools (CloudWatch, Prometheus, Grafana, ELK/OpenSearch, etc.)
  • Experience with infrastructure as code (CloudFormation, Terraform, CDK) and automation tools (Ansible, Systems Manager, Lambda)
  • Deep understanding of AWS networking including VPC design, Transit Gateway, Direct Connect, VPN, Route 53, and hybrid connectivity
  • Deep understanding of AWS security including IAM, GuardDuty, Security Hub, WAF, KMS, and compliance frameworks
  • Proven people management experience including coaching, performance management, and team development
  • Strong customer-facing skills with experience conducting operational reviews and SLA reporting
  • ITIL Foundation or higher certification
  • At least AWS Solutions Architect – Professional or AWS DevOps Engineer – Professional
  • AWS Specialty certification (preferred: Advanced Networking or Security)
  • Any additional operations, Linux, or security certifications (nice to have)
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