Managed Services Operations Lead

Operations Manager in Managed Services

Combination of technical expertise (L3 engineer) with a focus on process, efficiency, and team leadership (Operations Manager) within a client-focused service delivery environment.

Responsible for resolving the most complex technical issues, driving continuous improvement, and ensuring operational excellence and client satisfaction.

Key Responsibilities

• Expert-Level Technical Support : Act as the final point of escalation for complex, high-impact incidents that L1 and L2 support teams cannot resolve, providing expert-level troubleshooting and problem resolution.
• Problem and Incident Management : Lead root cause analysis (RCA) for recurring issues and implement permanent solutions to prevent future occurrences, all within established Service Level Agreements (SLAs).
• Operational Efficiency & Process Improvement : Monitor and optimize daily operational processes to ensure cost-effectiveness and productivity. Identify bottlenecks, eliminate waste, and implement continuous improvement initiatives, often using methodologies like Lean or Six Sigma.
• Team Leadership and Mentorship : Provide guidance, coaching, and mentorship to junior L1 and L2 support engineers. Conduct training sessions and create technical documentation / knowledge articles to enhance overall team competency.
• Vendor and Stakeholder Management : Coordinate and manage relationships with third-party vendors for escalations and equipment / software procurement. Liaise between internal teams, clients, and senior management to ensure alignment and clear communication.
• Project Management & Implementation : Manage and implement technical projects, such as system upgrades, new technology deployments, or disaster recovery functions, ensuring they are delivered effectively and on time per client requirements.
• Quality Assurance and Compliance : Establish quality standards, perform regular audits, and ensure all operations and processes adhere to company policies, industry standards (e.G., ITIL), and regulatory requirements.
• Performance Monitoring and Reporting : Define, monitor, and analyze key performance indicators (KPIs) and operational metrics. Prepare and present reports to senior management to inform data-driven decision-making.

Required Skills & Qualifications