Locuz - Technical Operation Manager - MSP

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

(ref : iimjobs.com)