Manager - Customer Service Operations

Tata Communications


Date: 2 hours ago
City: Pune, Maharashtra
Contract type: Full time
Tata Communications Redefines Connectivity with Innovation and IntelligenceDriving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of Communications

  • Job Description: Public Cloud FinOps + Cloud Operations Lead (7–10 Years Experience)

    Role Overview

    We are seeking a Cloud FinOps Lead / Manager with strong Cloud Operations expertise to drive financial governance, operational excellence, and cost optimization across AWS, Azure, and GCP environments.

    This role combines FinOps with Cloud Operations and DevOps/SRE principles to ensure cost-efficient, reliable, and scalable cloud platforms.

    Key Responsibilities

    1. Cloud Cost Management & Optimization

    • Monitor, analyze, and optimize cloud spend across AWS, Azure, and/or GCP
    • Identify and implement cost-saving opportunities:
      • Rightsizing compute and storage
      • Reserved Instances / Savings Plans
      • Spot/Preemptible instances
      • Scheduling (auto start/stop)
    • Design and enforce tagging strategies for cost allocation
    • Establish chargeback/showback models
    • Drive continuous cost optimization initiatives across engineering teams

    2. Cloud Operations & Service Delivery

    • Manage end-to-end cloud operations (L2/L3 support) for production environments
    • Ensure high availability, performance, and scalability of workloads
    • Handle incident, problem, and change management (ITIL aligned)
    • Lead troubleshooting and root cause analysis (RCA) for outages and performance issues
    • Support capacity planning and resource utilization optimization

    3. FinOps Framework & Governance

    • Implement and mature FinOps practices aligned with FinOps Foundation (Inform, Optimize, Operate)
    • Define and enforce:
      • Cloud cost governance policies
      • Budget controls and guardrails
      • Approval workflows for resource provisioning
    • Establish cost accountability culture across engineering and business teams
    • Drive adoption of FinOps across multiple business units

    4. Monitoring, Observability & Cost Intelligence

    • Implement monitoring and observability solutions:
      • AWS CloudWatch, Azure Monitor, GCP Operations Suite
      • Prometheus, Grafana, Datadog, or similar tools
    • Correlate infrastructure performance with cost trends
    • Configure alerts for:
      • Cost anomalies
      • Overutilized / underutilized resources
      • Performance degradation
    • Build dashboards combining operational + financial KPIs

    5. Automation & DevOps Integration

    • Integrate FinOps into CI/CD pipelines and DevOps workflows
    • Enable:
      • Auto-scaling
      • Auto-healing
      • Auto-shutdown policies
    • Improve operational efficiency through automation and standardization

    6. Financial Planning & Forecasting

    • Develop and manage cloud budgets and forecasts
    • Perform variance analysis (planned vs actual spend)
    • Provide insights on cost drivers and optimization opportunities
    • Align capacity planning with financial forecasts and business growth
    • Support finance teams with cloud cost reporting during planning cycles

    7. Security, Compliance & Governance

    • Ensure adherence to cloud governance and compliance standards
    • Implement guardrails for secure and cost-efficient deployments
    • Collaborate with security teams for cost-optimized security architecture
    • Conduct audits of cloud usage and spending

    8. Stakeholder Management & Leadership

    • Collaborate with:
      • Cloud Engineering
      • Finance and Procurement teams
      • Product and Business stakeholders
    • Present cost, performance, and operational insights to leadership
    • Mentor and guide junior FinOps/CloudOps team members
    • Drive cross-functional alignment on cost and operational efficiency goals

    Required Skills & Qualifications

    Experience

    • 7–10 years of total IT experience
    • 3–5+ years in Cloud FinOps / Cloud Cost Management + Cloud Operations
    • Experience managing large-scale production cloud environments
    • Exposure to multi-cloud environments preferred

    Cloud Operations Expertise

    • Strong hands-on experience in:
      • Compute (EC2, VMs, Kubernetes – AKS/EKS/GKE)
      • Storage (S3, Azure Blob, Persistent Disks)
      • Networking (VPC/VNet, Load Balancers, DNS, VPN, Firewalls)
    • Experience in:
      • Incident & problem management
      • Root cause analysis (RCA)
      • Capacity & performance management
      • Backup & Disaster Recovery (DR)

    FinOps & Financial Skills

    • Deep understanding of FinOps lifecycle (Inform, Optimize, Operate)
    • Expertise in:
      • Budgeting and forecasting
      • Cost allocation and tagging
      • Unit economics (cost per user/transaction/service)
    • Experience with cost optimization strategies and financial modeling

    Technical Skills

    • Cloud platforms: AWS / Azure / GCP
    • Cost tools:
      • AWS Cost Explorer, Savings Plans
      • Azure Cost Management, Azure Advisory
      • GCP Billing tools
    • FinOps tools:
      • Apptio Cloudability, CloudHealth, Flexera (good to have)
    • Monitoring tools:
      • CloudWatch, Azure Monitor, Prometheus, Grafana
    • Automation:
      • Terraform, CloudFormation
      • Python, PowerShell

    Soft Skills

    • Strong stakeholder communication and influencing skills
    • Ability to translate technical metrics into financial insights
    • Analytical and problem-solving mindset
    • Leadership and mentoring capabilities

    Preferred Certifications

    • FinOps Certified Practitioner / Professional
    • AWS / Azure / GCP Architect Certification
    • ITIL Foundation (for operations alignment)

    Key Performance Indicators (KPIs)

    • % reduction in cloud spend and cost optimization achieved
    • Cloud budget vs actual (forecast accuracy)
    • SLA/SLO compliance
    • Mean Time to Resolution (MTTR)
    • % of automated cloud operations tasks
    • Adoption rate of FinOps practices across teams

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