Sr. Manager Cloud Operation
CurrentIt has been already 4 years since we started Cloud Operations at Adobe.We left IT 4 years ago to start a new organization called SaaS Operation at the time reporting into Kevin Lynch.We were given $500k as seeding Money and a few Head-counts (10 to be exact). My team was just Louise and me, that was it.I knew from experience that we needed to generate revenue in order for our new organization to survive, there fore we needed a business model.You may ask, why did you leave IT? Well the large ITIL based organization did not allow us to be flexible enough to offer compelling and competitive services. One of the principle of the new organization was that nobody at Adobe would have to use our services if they did not feel like it. This forced us to be competitive within and outside Adobe. It was a fundamental value proposition for us. As usual, in business opportunities present themselves: A long outage in one of the engineering data center that November allowed us to use the lesson learned data to write and pitch our new "Critical System Outage" (known today as CSO) proposal: That process is based on 4 phases: Detect-Remediate-Understand-Prevent.Detect is done via monitoringRemediate is done via parallel trouble shootingUnderstand is done via a postmortemPrevent is done via action itemsWe sold the process to CS Live team for a subscription of $300K a year. CS Live was come in on line the next spring. The CSO was quite successful in its execution bringing downtimes from hours to minutes.Other team starting knocking on the door to leverage that process and we had to come up with a cross charge model. I wanted something simple like insurance models. I came up with 4 level of pricing based on the size and complexity of the SaaS service to support and Louise and I started selling.Now we have 30+ clients including Creative Cloud, Digital Publishing Suite and Acrobat.comThe team just reached 20HC (8 in Romania, 5 in Utah and 7 in San Jose)
