Locuz - Technical Operation Manager - MSP

3 weeks ago

Hyderabad, India LOCUZ ENTERPRISE SOLUTIONS PRIVATE LIMITED Full time

- 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 StakeholdersDelivery & 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 InitiativesTechnical 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)

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