Technical Manager - Cloud & Infra

Role Overview:

• Lead and govern cloud and infrastructure technical resources within the Global Delivery Center (GDC).
• Manage capacity forecasting, workforce planning, and skills readiness in alignment with business demand.
• Standardize technical skills, governance models, and operational practices across the tower.
• Support in-country delivery teams with qualified, ready, and governed engineers.
• Drive cloud maturity through certifications, automation, and modern infrastructure practices.
• Prepare the cloud and infrastructure tower for gradual service ownership, when required.

Area of Responsibility:

• Act as the technical resource owner by preparing and maintaining resourcing plans aligned with forecasted project expansions and sales plans.
• Manage assignment of technical resources across projects and obtain required approvals for hiring or staff selection.
• Review and submit entity structure and staffing plans based on demand and growth projections.
• Lead and govern cloud and infrastructure technical activities, with hands-on involvement when required.
• Collaborate with cross-functional teams to define and enforce infrastructure and cloud standards.
• Define and follow up on tower objectives aligned with management direction.
• Establish technical processes, methodologies, and maintenance practices.
• Set clear acceptance rules for opportunity demands from presales teams.
• Distribute vendor technical updates (EOL, advisories, FCOs) and ensure controlled implementation.
• Support creation and review of project implementation plans with operations teams.
• Monitor execution progress, risks, and issues, and report status and resolutions.
• Represent the division in technical and operational forums.
• Ensure quality of technical work delivered and maintain high stakeholder satisfaction.
• Handle technical complaints and drive corrective and preventive actions.
• Stay current with emerging technologies and industry trends.
• Assign team members to activities and monitor performance.
• Act as second-line technical and managerial support.
• Set performance objectives and KPIs in line with BSC policies.
• Evaluate performance of direct reports and review extended team evaluations.
• Transfer knowledge and best practices to the team.
• Prepare and track individual development and training plans.
• Maintain retention, backup, and succession plans.
• Maintain up-to-date knowledge of client systems, IT infrastructure, and cloud environments.
• Identify opportunities for service improvement and new solutions.