Cloud Operations
Operate supported cloud services within clear reliability and support boundaries.
Own or govern the run capability for accepted cloud platform services, including monitoring, incident, change, recovery and operational evidence.
Operate supported cloud services within clear reliability and support boundaries.
Own or govern the run capability for accepted cloud platform services, including monitoring, incident, change, recovery and operational evidence.
Own or govern the run capability for accepted cloud platform services, including monitoring, incident, change, recovery and operational evidence. The function maintains explicit decision boundaries, measurable outcomes, governed interfaces and a documented improvement loop for its scope.
Scope in
- Monitoring and response
- Incident and problem execution
- Operational change
- Recovery evidence
Scope out
- Product roadmap ownership
- Architecture policy
- Accepting incomplete transition by default
Responsibilities
- Monitoring and response
- Incident and problem execution
- Operational change
- Recovery evidence
Services
- Monitoring and response service
- Incident and problem execution service
- Operational change service
- Recovery evidence service
Required capabilities
- Cloud Operations Lead capability
- Site Reliability Engineer capability
- Major Incident Manager capability
Roles
- Cloud Operations Lead
- Site Reliability Engineer
- Major Incident Manager
Decision rights
- Declare major incident
- Approve operational change
- Accept operational risk within mandate
Key interfaces
- Platform Engineering
- Cloud Service Management
- Vendor & Commercial Management
Inputs
- Requirements from Platform Engineering
- Requirements from Cloud Service Management
Outputs
- Governed output to Cloud Service Management
- Governed output to Vendor & Commercial Management
Governance forums
- Operate design review
- Cloud operating-model review
Measures
- Availability
- Mean time to restore
- Recurring-incident reduction
Dependencies
- Platform Engineering
- Cloud Service Management
- Vendor & Commercial Management
Sourcing options
- Retained internal
- Shared
- MSP-supported
Organizational placements
- Central cloud organization
- Federated domain
- Shared technology function
Decisions owned
- Declare major incident
- Approve operational change
- Accept operational risk within mandate
Decisions contributed to
- Contribute to decisions owned by Platform Engineering
- Contribute to decisions owned by Cloud Service Management
- Contribute to decisions owned by Vendor & Commercial Management
Common failure modes
- Receives work without acceptance evidence
- Provider accountability is unclear
- Operational feedback never changes the platform
Run execution may be outsourced; internal service outcome and risk accountability remain.
Run execution may be outsourced; internal service outcome and risk accountability remain.
Begin with named ownership and one measurable outcome; add delegation and automation only when evidence and capability are reliable.
Vendor-neutral practitioner reference pattern; validate against organizational, regulatory and sourcing context.
Version 2026.3 · reviewed 8 September 2026