Operations Lead, Managed Services (MSP)
Systems Plus (company site, opens in a new tab)5–8 yrsPuneOn-siteDirect career pageEst. 10–18 LPA
Posted 13h ago
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Job description
Structured overview of role & requirements
About This Role
- Own end-to-end operations and service delivery for assigned AWS MSP customer accounts ensuring 24x7 coverage, SLA adherence, and customer satisfaction.
- Lead technical escalation management, provide hands-on AWS infrastructure guidance, and coordinate incident resolution and major incident management.
- Drive team leadership including mentorship, shift planning, capacity management, and operational process improvement to scale MSP practice effectively.
Minimum Requirements
- 5-8 years in IT infrastructure, cloud operations, or managed services with at least 4 years hands-on AWS experience.
- Minimum 2 years leading or co-leading IT operations or managed services teams in a 24x7 environment handling shift planning and technical escalations.
- Strong knowledge of AWS services including compute, networking, storage, security, monitoring, plus Linux/Windows administration and ITIL-based incident and change management.
- Work Experience Required: 5-8 years in relevant domains, Location: Pune, India, Employment Type: Full-Time.
Ideal Candidate Profile
- Experienced in managing AWS MSP customer operations independently with proven skills in SLA management, incident coordination, and customer communication.
- Technical leader able to mentor and lead L1-L3 engineers in a fast-paced environment requiring operational discipline and proactive improvements.
- Capable of scaling MSP operations through process standardization, automation, team capability development, and aligning operational practices with AWS MSP program requirements.