Cloud Operations Team Lead

Ultimate Software is looking for a seasoned IT Operations Leader to join our team in the management, growth, and support of our private and public Cloud’s Infrastructure and Application Services. These services are built upon Wintel and Linux/Openstack platforms. Technologies leveraged at Ultimate Software include Windows Server 2008/2012, Ubuntu, VMWare, Juniper, Dell, Chef, Ansible, Solid Fire. This position will be part of our Cloud Operations Services team working in an operational capacity and supporting environments hosted in data centers within the U.S. and Canada. Primary responsibilities of the Team Lead’s role include the oversight and hands-on supervision of a team of highly skilled Cloud Engineers and Technicians in their daily operational and support activities. This role entails managing performance at both a team and individual level as well as mentoring and coaching each team member in their overall growth as a Cloud Engineer and Ultimate Software employee.

Here at Ultimate Software, we truly put our people first. We strongly believe in teamwork, and we encourage and trust our people to reach higher, learn more, and live up to their potential. Ultimate is ranked #1 on Fortune's “Best Places to Work in Technology” for 2018 and #3 on the “100 Best Companies to Work For” list in 2018. Ultimate is also ranked #1 on the Fortune’s “100 Best Workplaces for Millennials” for 2018 and #3 on its "Best Workplaces for Diversity” list for 2017.

Primary/Essential Duties and Key Responsibilities:

  • Oversee, instruct, and guide team of Cloud Engineers and Cloud Technicians in their day-to-day activities surrounding system and application monitoring and remediation.
  • Ensure proper handling and response to customer-facing outages and incidents; including internal and external communications.
  • Assist Manager in the hiring, onboarding, and training of new hires in process and procedure adherence as well as use of tools and understanding of production platform interdependencies.
  • Responsible for coordinating with other support teams in our Corporate and Product Delivery departments in incorporating new team processes and procedures.
  • Work with the Product Support teams to manage the effectiveness and quality of After Hours customer support calls activities, including documentation updates for escalation workflow and changes in process/procedure.
  • Manage resources to performance expectations via tracking and maintaining individual performance metrics, including incident management, ticket performance, and process/procedure adherence as well as constant reinforcement to ensure SLA’s are met.
    • Drive month-by-month KPIs upward path; as outlined and directed by Manager.
    • Work with Manager to address any performance issues with individual team members.
  • Maintain employee shift schedules, ensuring adequate resource coverage at all times.
  • Conduct regular team shift meetings and/or standups.
  • Develop, document, maintain, and disseminate new processes and procedures for platform monitoring, incident validation, remediation, and escalation.
  • Maintain open lines of communications with other departments to insure confidence and enhance working relationships.
  • Establishes and drives clear accountability for all team members, creates an environment that enables quick and effective team performance and excellent communication.
  • Meet aggressive system and application availability objectives while providing hands-on leadership during customer-impacting events.
  • Queue Management – ensure team is fielding break-fix, service requests, and operational tasks in a timely and accurate fashion.
  • Oversee and guide a team of Cloud Technicians in their daily responsibilities of monitoring and remediating application and infrastructure events.
  • Ensure proper handling of customer impacting issues and outages.
  • Assist manager in hiring, onboarding, and training of new hires in process and procedure adherence as well use of tools and understanding of platform dependencies.
  • Work with peers in other support groups in adopting and incorporating new team processes and procedures.
  • Manage resources to performance expectations via tracking and maintaining individual performance metrics.
  • Maintain employee shift schedules, ensuring adequate resource coverage at all times.
  • Conduct regular team shift meetings, standups, and employee one-on-one meetings.
  • Develop, document, maintain, and disseminate new processes and procedures for platform monitoring, incident management, remediation, and escalation.
  • Maintain open lines of communications with other departments to insure confidence and enhance working relationships.
  • Establish and drive clear accountability for all team members.
  • Meet aggressive system and application availability objectives while providing hands-on leadership during customer-impacting events.
  • Ensure team is fielding break-fix tickets and service requests in a timely and accurate fashion.
  • On call for specific shift to address any critical issues and/or to provide guidance and support.
Required Qualifications:

(Knowledge, Skills and Abilities)

  • Minimum of 2 years’ technical team leadership experience, preferably in a fast-paced IT Operations and Support environment. Player/Coach style of leadership is preferred.
  • Minimum of 2 years’ experience in resource management and staff scheduling alignment, preferably in a 24 x 7 operation.
  • Minimum of 2 years’ experience in all aspects of employee supervision, including hiring, coaching, training, and disciplinary action.
  • Minimum of 5 years’ technical support experience with strong troubleshooting skills in a large-scale production environment.
  • Working knowledge of infrastructure technologies, including networking, server-based operating systems.
  • Experience working with monitoring and management tools such as Solarwinds Orion, Microsoft System Center, Nagios, Altiris, New Relic.
  • Experience working with Microsoft SQL Server a plus.
  • Scripting knowledge, including Powershell, VB a plus.
  • 3+ years’ experience working with virtualization: performance tuning, capacity management, administration, and configuration, preferably with VMWare, Openstack, or other industry-standard virtualization platforms.
  • Strong working knowledge of IP network architecture and routing protocols.
  • Ability to multitask and adapt quickly to emerging technologies.
  • Process and Procedure driven.
  • Must have excellent skills in problem analysis and troubleshooting complex technical issues as well as trending recurring issues.
  • Experience with configuration management tools like Microsoft System Center.
  • Experience with coding and scripting languages like PowerShell, PowerCLI, Java, Python a plus.
  • Strong written and verbal communication skills.
  • Passionate about learning new technologies and platforms.
Preferred Qualifications:

(Experience, Education, Certification, License and Training)

  • S. in Computer Science/Computer Engineering or related field required.
  • Microsoft Certified a plus.
  • VMware Certified a plus.
  • Linux Certified a plus.
  • Working knowledge of MS SQL, MySQL, MongoDB, etc. is a plus.
  • Experience with configuration management tools such as Chef, Salt, or Ansible a plus.
  • Exposure to and high comfort level in working with Linux operating systems.
  • Familiarity with container technologies (e.g. Docker) a plus
  • Experience with open source technologies and concepts.
  • Experience with Infrastructure-as-a-Service (IaaS) applications (Open Stack, vSphere, Amazon Web Services, etc.) a plus.
  • 2+ years’ hands-on experience with various storage platforms; e.g., EMC, Netapp, Left Hand, Solid Fire a plus.
Physical Requirements:

  • Position requires working at a computer console and analyzing and responding to system and application events as well as documenting processes and procedures during an eight hour shift, with breaks.
Travel Requirements:

  • Minimal potential for travel. Potential travel to USG headquarters twice per year.


This job description has been written to provide an accurate reflection of the current job and to include the general nature of work performed. It is not designed to contain a comprehensive detailed inventory of all duties, responsibilities, and qualifications required of the employees assigned to the job. Management reserves the right to revise the job or require that other or different tasks be performed when circumstances change.

Ultimate Software will reasonably accommodate employees with disabilities as defined by the Rehabilitation Act of 1973, the Americans with Disabilities Act (ADA) and other appropriate statutes.


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