Lead - Cloud Platform Operations & Capacity

The Lead – Cloud Platform Operations & Capacity is a senior technical role within Jazz Enterprise Solutions, responsible for ensuring the availability and performance of hosted cloud platform services. This position involves managing day-to-day operations, capacity planning, incident and change management, as well as leading platform upgrades and expansions. The role requires hands-on technical expertise across enterprise virtualization, container platforms, storage, data protection, and platform networking to support a multi-tenant hosted environment with strict availability commitments. Reporting to the Head of Cloud Platform (Implementation & Operations), this role does not have direct reports but collaborates closely with platform engineering, OEM vendors, and professional services.

Key Responsibilities

- Serve as the senior technical owner for cloud platform operations, capacity management, and engineering initiatives that expand and modernize the platform estate.
- Maintain platform availability and performance in line with customer contractual commitments.
- Manage incident, problem, and change processes, including patching, firmware updates, and lifecycle maintenance across compute, storage, backup, and virtualization components.
- Act as the senior technical escalation point for major incidents and lead root-cause analysis efforts.
- Maintain and update runbooks, monitoring systems, and operational documentation to reflect platform changes.
- Track and report on resource allocation and utilization (compute, memory, storage, backup) regularly, planning capacity to accommodate new workloads while identifying constraints early.
- Forecast capacity needs with supporting technical data and evaluate the impact of large customer workloads prior to platform onboarding.
- Lead technical delivery of major virtualization platform upgrades, storage, backup, and compute expansions, including design, testing, cutover, rollback, and licensing management.
- Support data center facility projects with platform-related input and manage platform changes in live production with clear fallback plans and customer communication.
- Collaborate with OEM and professional services teams for complex platform work, ensuring deliverables meet quality and timeline expectations.
- Work alongside cybersecurity teams to enforce identity, access, and logging controls, and oversee privileged change management.
- Own backup, replication, and disaster recovery processes, regularly testing failover and validating recovery objectives.
- Support audit and compliance activities, including regulatory and customer reviews.

Required Qualifications

- Bachelor’s degree in Computer Science, Electrical or Electronics Engineering, or a related field.
- 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 SLAs.
- Track record of delivering platform migrations, upgrades, and expansions in live environments with structured rollback and testing.
- Experience working with OEM professional services and support organizations on complex technical projects.
- Familiarity with data center facility operations such as power, cooling, tier certifications, and commissioning is advantageous.
- Strong technical skills in VMware virtualization (vSphere, vCenter), container platforms like Red Hat OpenShift, enterprise storage and backup solutions, server lifecycle management, and multi-tenant platform networking.
- Working knowledge of enterprise identity, access, and logging tools.
- Proficiency in monitoring, capacity planning, automation tools, and scripting to streamline operational tasks.
- Relevant certifications such as VMware VCP/VCAP, Red Hat OpenShift, storage and backup vendor certifications, and ITIL.

Preferred Qualifications and Benefits

- Experience supporting regulated customers, particularly in financial services, with audit and availability compliance.
- Understanding of SLA frameworks and how availability metrics are measured, reported, and defended.
- Knowledge of the local OEM, distributor, and partner ecosystem.
- Ability to improve platforms while maintaining full service, with a methodical approach to change management, risk assessment, and collaboration across multiple teams.
- Willingness to work outside regular hours for change windows and on-call duties, and to travel between sites as needed.

JazzWorld is recognized as a certified Top Employer, committed to fostering an inclusive and diverse workplace where employees can thrive. The company’s core values—Customer Obsession, Truthfulness, Innovation, Collaboration, and Entrepreneurial spirit—drive a culture of accountability and teamwork. As Pakistan’s largest digital operator, JazzWorld offers the opportunity to contribute to transformative projects impacting over 100 million customers, enabling digital inclusion, connectivity, and innovation on a national scale. Joining JazzWorld means being part of a purpose-driven organization dedicated to creating a better life for all.