Locuz - Manager - Technical Operations

Description:

Position : Technical Operations Manager MSP.

Location: Hyderabad Office.

Work Environment: 24x7 Operations Support.

Exp : 12 to 15 years.

NP : Immediate Joiners.

Overview:

- Oversee the operations of the business during a specific time or work shift.

- Manage employees assigned to a particular shift and ensure they are working on their specific tasks.

- Ensure required manpower is met.

- Responsible for monitoring sales, balancing finances, maintaining records, and responding to challenges during the shift.

Key Responsibilities:

Operational & Team Management:

- Team Supervision and Leadership.

- Assigning Tasks and Delegating Duties Effectively.

- Providing Guidance, Motivation, and Training.

- Ensuring Operational Targets and KPIs Are Met.

- Monitoring Daily Activities and Adjusting Workflows as Needed.

- Coordinating with Different Departments for Smooth Operations.

- Ensuring High Standards of Customer Service Are Maintained.

- Handling Escalated Situations.

Addressing MSP Customer Complaints and Resolving Issues in a Timely Manner:

- Ensuring Compliance with Company Policies and Regulations.

- Monitoring Work Practices to Maintain a Safe and Compliant Environment.

- Maintaining Shift Records, Logs, and Reports.

- Communicating Shift Performance and Issues to Upper Management and Ensuring Shift Handover Compliance.

- Review and Approve Timesheets.

- Weekly and Monthly Review Calls, Publishing Reports and Metrics.

- Coordination with Offshore and Onsite Stakeholders.

Delivery & Operations Excellence:

- Governance of Delivery Processes and Standards.

- Risk and Issue Identification, Tracking, and Mitigation.

- Escalation Management and Resolution.

- Senior-Level Team Management (including L3 Engineers).

- Performance Management, Career Lattice Planning, and Scorecard Reviews.

- Defining and Monitoring KRAs and SLAs.

- Application of ITIL & ITSM Frameworks.

- Driving Delivery Excellence through Continuous Improvement Initiatives.

Technical Delivery Expertise:

- Proven experience in Infrastructure Delivery/Operations across On-Premises and Cloud Environments.

- Hands-on expertise in at least one core technology area:

Microsoft Azure.

Amazon Web Services (AWS).

Microsoft 365 (M365).

Networking.

Database Management.

Virtualization Technologies.

- Ability to lead technical teams and drive resolution of complex infrastructure issues.

- Strong understanding of service delivery models, automation, and cloud migration strategies.

- Collaboration with architecture and engineering teams to ensure scalable and secure infrastructure solutions.