Locuz - Technical Operation Manager - MSP

- 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

- 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