Sean Lane
Global Cloud Support Manager @Vision33
Signup · Get unlimited contacts
WORK HISTORY
Global Cloud Support Manager @Vision33
Halifax, NS, CA
Lead a global team of cloud engineers providing 24×7 operational support for an AWS-based SaaS platform.• Act as senior escalation point for complex production incidents across AWS services including EC2, VPC.• Maintain a 97% customer success rate with the majority of support tickets resolved well within SLA targets.• Lead incident response, root-cause analysis, and post-incident remediation to improve platform reliability.• Manage global service operations including ticket prioritization, on-call coverage, workload balancing, and customer escalation management.• Implement and mature ITIL-aligned service management processes including incident, change, request, and problem management.• Partner with Engineering, Product, and Security teams to drive automation and platform improvements.
EDUCATION
Nova Scotia Community College - NSCC
Computer Systems Management and Support, Information Technology
ABOUT SEAN LANE
Experienced IT Service Delivery and Cloud Operations leader with over 20 years of success driving enterprise support and infrastructure operations across public and private sector organizations.I specialize in leading global support teams, improving ITIL-based service delivery, and ensuring highly reliable cloud and hybrid environments. My experience spans AWS, Microsoft 365, Windows and Linux server environments, enterprise SaaS platforms, and large-scale IT operations supporting diverse customer and enterprise environments.Currently serving as Global Support Manager and Cloud Delivery Manager at Vision33, where I lead a global engineering team delivering 24×7 support for an AWS-based SaaS platform. I oversee incident response, service operations, and platform reliability while partnering with engineering, product, and security teams to continuously improve performance and customer outcomes.Previously, I held leadership roles at Bell Canada and Nova Scotia Liquor Corporation, where I delivered hybrid cloud solutions, led enterprise IT operations, and implemented ITIL-driven service improvements that enhanced efficiency and service performance.Core areas of expertise include:• IT Service Delivery & Global Support Operations• Cloud Operations (AWS, Hybrid Cloud, Microsoft 365)• ITIL Service Management (Incident, Problem, Change)• Infrastructure & Enterprise Systems Support• Service Desk Leadership (Tier 1–3)• Platform Reliability & Incident Response• Cybersecurity Awareness & Risk Mitigation• Vendor & Stakeholder ManagementI am passionate about building high-performing teams, improving operational efficiency, and delivering reliable technology services that support business success.
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.