Technical Operations Manager

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