Lead - Cloud Platform Operations & Capacity

The Lead – Cloud Platform Operations & Capacity is a senior technical role within Jazz Enterprise Solutions, responsible for managing cloud platform operations and capacity. This position ensures the availability and performance of hosted platform services relied upon by customers while driving engineering efforts to expand and modernize the platform estate. The environment includes enterprise virtualization, container platforms, storage, data protection, and platform networking necessary for operating a multi-tenant hosted service with contractual availability commitments. The role involves both day-to-day operational management and leading platform upgrades, expansions, and modernization initiatives. Reporting to the Head of Cloud Platform (Implementation & Operations), this is a hands-on position without direct reports, focused on setting operating standards, collaborating with engineering teams, and managing vendor and professional services support for complex changes.

Key Responsibilities

- Serve as the senior technical owner for cloud platform operations, capacity management, and engineering projects that enhance the platform estate.
- Maintain platform availability and performance in line with customer service level agreements.
- Lead incident, problem, and change management processes for the platform.
- Plan and govern patching, firmware updates, and lifecycle maintenance across compute, storage, backup, and virtualization components.
- Act as the senior technical escalation point during major platform incidents and lead root cause analysis efforts.
- Maintain and update runbooks, monitoring tools, and operational documentation to reflect platform changes.
- Track and report capacity utilization across compute, memory, storage, and backup resources regularly.
- Plan capacity to accommodate new workloads, forecast future requirements, and identify constraints early.
- Assess the impact of large customer workloads before onboarding to the platform.
- Lead technical delivery of major virtualization platform upgrades, including design, testing, cutover, rollback, and licensing management.
- Manage storage, backup, and compute expansion projects from specification through commissioning.
- Support data center facility and new site programs with platform-related input.
- Plan and execute platform changes in live production with defined fallback criteria and customer communication.
- Coordinate with OEMs and professional services for complex platform work and manage their deliverables.
- Collaborate with cybersecurity teams to ensure platform compliance with identity, access, and logging controls.
- Own backup, replication, and disaster recovery processes, including failover testing and recovery objective validation.
- Support audit and compliance reviews, including customer and regulatory requirements.

Required Qualifications

- Bachelor’s degree in Computer Science, Electrical or Electronics Engineering, or a related discipline.
- Over 10 years of hands-on experience in enterprise virtualization, private cloud, or data center infrastructure engineering, including managing production platforms with paying customers.
- Proven experience operating multi-tenant cloud or hosting platforms with defined availability commitments.
- Demonstrated success delivering platform migrations, upgrades, and expansions in live production environments with structured rollback and testing.
- Experience working with OEM professional services and support organizations on complex platform projects.
- Familiarity with data center facility operations such as power, cooling, tier certification, and commissioning is advantageous.
- Strong technical expertise in VMware virtualization (vSphere, vCenter), container platforms like Red Hat OpenShift, enterprise storage and backup solutions, server lifecycle management, and platform networking in multi-tenant contexts.
- Working knowledge of enterprise identity, access, and logging tools.
- Proficiency in monitoring, capacity planning, automation tools, and scripting to streamline operations.
- Relevant certifications such as VMware VCP/VCAP, Red Hat OpenShift, storage and backup vendor certifications, and ITIL.

Preferred Qualifications and Benefits

- Experience managing platforms that host regulated customers, especially in financial services, with a strong understanding of audit and availability requirements.
- Familiarity with SLA frameworks and the ability to measure, report, and defend availability metrics to customers.
- Knowledge of the local OEM, distributor, and partner ecosystem.
- Ability to improve platform functionality while maintaining full service availability.
- Methodical approach to change management, including planning, fallback strategies, testing, and documentation.
- Strong risk awareness with proactive communication of capacity and resilience concerns supported by data.
- Collaborative working style with cross-functional teams including platform engineering, technical support, cybersecurity, project management, and supply chain.
- Flexibility to participate in platform change windows and on-call duties, often outside regular office hours.
- Willingness to travel between sites as required.

JazzWorld is recognized as a Top Employer, committed to fostering an inclusive and diverse workplace where employees can thrive. The organization values customer obsession, truthfulness, innovation, collaboration, and entrepreneurial spirit. As Pakistan’s largest digital operator, JazzWorld serves over 100 million customers, driving national-scale digital transformation and enabling a more connected future. Joining JazzWorld means contributing to meaningful work that impacts communities and supports continuous learning and growth.