Cloud Operations Team Lead, Madrid

Cloud Operations Team Lead At Accenture Technology, we help our clients transform and modernize their technology platforms by combining innovation, operational excellence, and talent. You will participate in critical cloud and operations projects, working with multidisciplinary teams in complex, high-impact environments where stability, resilience, and continuous improvement are essential to the business. We are looking for a Cloud Operations Team Lead to lead the Cloud Ops Support team, responsible for 24x7 L1/L2 operations across multi-cloud environments (Azure, AWS, and GCP). The selected candidate will be the main point of contact with Platform Engineering and with the client on all operational aspects of the service. Key functions:

• Lead the day-to-day operation of cloud platforms in Azure and AWS, ensuring availability, stability, and compliance with agreed service levels.
• Manage and coordinate the resolution of complex and major incidents, acting as an escalation point and ensuring an effective response within SLAs.
• Supervise and validate significant changes in cloud environments, assessing technical risks, rollback plans, and alignment with approved standards and baselines.
• Analyze operational KPIs and SLAs to identify trends, risks, and opportunities for continuous service improvement.

Responsibilities:

• Lead, coordinate, and develop the Cloud Ops Support team across ITSM processes: incident, problem, change, configuration, and DR/BC.
• Own operational SLA and KPI performance, defining and executing corrective action plans when required.
• Act as the technical and management owner for critical incidents, recurring problems, and operational crisis situations.
• Ensure proper configuration governance across cloud Landing Zones, aligned with reference architectures, security controls, and governance models.
• Review and approve significant changes in production environments, ensuring traceability, risk control, and accurate documentation in ServiceNow.
• Lead and coordinate Disaster Recovery and Business Continuity exercises, ensuring RTO and RPO evidence is generated and maintained.
• Maintain the quality and reliability of operational data in ServiceNow, including CMDB, ITSM workflows, and reporting.
• Work closely with Platform Engineering teams on automation initiatives, Infrastructure as Code, and DevSecOps practices.
• Prepare and present operational performance reports to internal leadership and customer stakeholders, with a focus on stability, efficiency, and continuous improvement.

Requirements:

• Extensive hands-on experience with Azure and AWS in cloud operations or managed services environments.
• Proven experience leading cloud operations or infrastructure teams.
• Strong knowledge of ITSM processes: incident, problem, change, and configuration management.
• Advanced knowledge of ServiceNow at an operational, administrative, and reporting level.
• Solid understanding of Infrastructure as Code and DevSecOps principles.
• Experience preparing and presenting operational metrics and reports to senior stakeholders.
• Required certifications: AZ-104, AZ-305, and AWS Solutions Architect Associate.
• AZ-700 certification is a plus.

The position is based in Spain under a hybrid working model, combining remote work with on-site collaboration at the office to foster strong team synergies. Residency in Spain and a valid work permit for Spain are mandatory. At Accenture, a company recognized as a Great Place To Work , we are committed to a hybrid work model that, supported by technology and our facilities, enables the essential human connection needed to work effectively with our teams and clients. This connection helps us maintain our culture of inclusion and diversity and makes us, according to Refinitiv, the most diverse company in the world. In addition, we offer benefits such as:

• Health, life, and accident insurance
• Medical services and wellbeing programs
• Flexible compensation and employee share purchase programs
• Flexibility programs (working hours, time off, vacations)
• Personalized training and career development paths
• Sustainability programs and Accenture Foundation initiatives
• Employee diversity networks
• Additional benefits, including Bankinter office services with special conditions and profit sharing

Azure, AWS, GCP, ServiceNow, IaC, DevSecOps