Title: Director, EMEA Cloud Engineering & Support
Location: London, UK; Remote UK
Experience: Mid-senior level
Job Function: Global Services
Employment Type: Full-Time
Industry: Computer & Network Security
About the position
As the Director of EMEA Cloud Engineering & Support, you will be responsible for the ownership and execution of the vision for both our Cloud Engineering and Support teams for all products offered by Keyfactor now and into the future. As the leader of the EMEA group, your partnership will be key with the respective leaders in AMS and APAC to ensure that all regions are duplicative of process yet singular in efforts. You will report to the SVP of Customer Operations.
Because Customers are Core, everything that this position does should be customer centric with a heavy focus on the customerâs experience with our products. Your leadership will be responsible for the permanent customer relationship post onboarding project in conjunction with the global Customer Success team.
Also, the quality of life and health of our employees is paramount. You will be responsible for ensuring that our teams are putting their best foot forward because they know that they are valued and their impact to our customer experience is incredibly important.
The position is based in the UK and can be performed remotely when necessary. Ideally, the position will be located within a commuting distance of London but for the right candidate remote in the UK is acceptable as well. Applicants must hold UK citizenship or UK permanent resident status.
Responsibilities
- You will lead a fast-growing EMEA team but keeping in mind global regional colleagues (AMS and APAC) during process design and creation.
- You will be responsible for overseeing and leading out of vision continually improved support and Cloud Engineering operations perpetually keeping the customer experience top of mind.
- You will facilitate strong cross-functional collaboration between customer operations teams, customer success, and product/engineering teams.
- You will oversee the implementation and design of process and technology systems to decrease disorder and increase throughput.
- You will oversee and implement systems to rapidly train and upskill team members to further their careers and add value to the organization.
- You will oversee standardization efforts of process and technology, and the implementation of continued global process alignment within the EMEA region.
- You will oversee a tiered support team and own escalations as needed with customers when they occur.
Skills and Qualifications
- Experience leading people and teams, particularly of a technical nature.
- Experience leading change in technical teams and converting chaos into process and technology.
- Knowledge with Azure/multi-cloud oversight/cost management.
- Basic knowledge of architecture, design, configuration, and deployment within the Microsoft Azure platform, architecture, design, configuration, and deployment within the Microsoft Azure platform.
- Ability to communicate effectively and work alongside leaders within our organization.
- Experience with Windows Server OS, IIS, and Active Directory (4 or more years).
- Experience with security monitoring and improving security posture.
- Understanding of network topologies and firewalls.
- Knowledge of security best practices in infrastructure, application, IAM, or data platform solutions.
- Must possess strong troubleshooting abilities to get to the source of problems and think critically about possible solutions.
- Knowledge of Linux/Unix a plus, but not necessary.
- Knowledge of PKI a plus, but not necessary.
- Azure certifications a plus, but not necessary.
Compensation
Salary will be commensurate with experience.
Culture, Career Opportunities and Benefits
We build teams that continually strive to get better than the day before. You will be challenged daily and given opportunities to grow personally and professionally. We balance autonomy and structure to create an entrepreneurial environment to spur creativity and new ideas. A few initiatives that make our culture special include:
- Comprehensive benefit coverage
- Dedicated employee focused ambassadors via Key Contributor & Culture Committee
- DIVERSE Commitment
- Global Volunteer Day
- Flexible time off
- Monthly Cross Functional meetings
- Monthly Leadership Development meetings
- Monthly All Hands meetings â followed by group gatherings
- Second Fridayâs (a company-wide day off on the second Friday of every month)
- The Keyfactor Alliance Program
- Weekly Feedback Snapshot
Our Core Values
Our core values are extremely important to how we run our business and what we look for in every team member:
Trust is paramount - We deliver security software and solutions where trust and openness are of the highest importance for our customers. We are honest and a trusted partner in every aspect of business.â¯
Customers are core - We strategize, operate, and execute through a customer-centric view. We prioritize the security interests of our customers, and we act as if their data were our own.â¯
Innovation never stops, it only accelerates - The speed of change is accelerating. We are committed, through investment and focus, to stay ahead of the innovation curve.â¯
We deliver with agility - We thrive in high-paced and continually changing environments. We navigate through newly added variables, adjust accordingly, while driving towards our strategic goals.â¯
United by respect - Respect for all is what unites us. We promote diversity, inclusivity, equity, and acting with empathy and openness, both in our business and in our communities.â¯
Teams make âitâ happen - Vision and goals are not individually achievable â they require teamwork. We pride ourselves in operating as a cohesive team, creating promoters and partners, and winning as one.â¯
Keyfactor is a proud equal opportunity employer.
REASONABLE ACCOMODATION: Applicants with disabilities may contact a member of Keyfactorâs People team via [email protected]/or telephone at 1.216.785.2990 to request and arrange for accommodations at any time.
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