Locuz - Manager - Technical Operations

2 days ago

Hyderabad, India Locuz Enterprise Solutions Full time

Description: 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. (ref:iimjobs.com)

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