Managed Services, Operations Lead
AHEAD (company site, opens in a new tab)GurugramHybridDirect career pageEst. 10–18 LPA
Posted 16h ago
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Job description
Structured overview of role & requirements
About This Role
- Coordinate and maintain critical-call coverage for EUS/Service Desk P1 queues during shifts including managing handoffs and breaks.
- Set and communicate shift priorities, monitor workload and analyst availability, and provide operational guidance during escalations.
- Ensure proper routing of urgent incidents and maintain visibility and ownership of service health across operational teams.
Minimum Requirements
- Work Experience Required: Not explicitly mentioned in the JD
- Must be capable of managing multiple shift coverage schedules and escalation processes.
- Experience with IT service desk or managed services operations implied by responsibilities but not explicitly stated.
- No explicit degree or certification requirements mentioned.
Ideal Candidate Profile
- Experienced in coordinating 24/7 support operations with a focus on maintaining critical coverage and timely escalation management.
- Able to lead and guide frontline analysts in high-pressure environments requiring real-time decision-making and coordination.
- Comfortable operating as the interface between operational teams to ensure smooth shift transitions and workload balancing.