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Managed Services Manager
3 months ago
Sikich is seeking a Managed Services Manager to lead and support our offshore network operations team while collaborating closely with our US-based team. The ideal candidate will have extensive experience in network operations and team management, with a strong ability to coordinate and enhance support across geographically distributed teams. As the Manager, you will ensure seamless operations, effective incident management, and continuous improvement in network and infrastructure support for our clients.
Primary Job Responsibilities
1. Client-Focused Incident Management:
- Serve as the initial point of contact for monitoring network and system alerts across multiple client environments.
2. Offshore Team Support and Management:
- Oversee and support the offshore network operations team, ensuring they have the resources, guidance, and training needed to perform effectively.
- Act as the primary point of contact for the offshore team, providing leadership and direction on technical and operational issues.
- Monitor and evaluate the performance of the offshore team, providing feedback and fostering a culture of continuous improvement and excellence.
3. Collaboration with US-Based Team:
- Collaborate closely with the US-based team to align on network operations strategies, incident management, and process improvements.
- Facilitate regular communication and coordination between the offshore and US-based teams to ensure consistent service delivery and problem resolution.
- Share insights and updates with the US-based team on offshore operations, including performance metrics, incident trends, and support challenges.
4. Operational Oversight:
- Ensure effective monitoring, analysis, and resolution of network and system incidents by the offshore team, focusing on high-quality service delivery.
- Develop and implement processes and best practices to enhance the efficiency and effectiveness of both offshore and US-based operations.
- Oversee proactive monitoring of client systems, ensuring that potential issues are addressed promptly to minimize downtime and disruptions.
5. Process Improvement and Documentation:
- Identify areas for improvement within offshore operations and implement sustainable solutions to enhance performance and support.
- Develop and maintain comprehensive documentation of incident response procedures, knowledge base articles, and support processes for the offshore team.
- Collaborate with the US-based team to standardize processes and ensure consistency across all operations.
6. Client Communication and Quality Assurance:
- Ensure clear and effective communication with clients regarding incident status, resolution, and performance insights, coordinated through both offshore and US-based teams.
- Maintain high standards of professionalism and quality in service delivery, ensuring compliance with company policies, procedures, and service level agreements (SLAs).
7. Strategic Planning and Resource Allocation:
- Assist in capacity planning and resource allocation for the offshore team, aligning with overall operational goals and client needs.
- Participate in strategic discussions and planning with the US-based team to drive operational excellence and enhance network and infrastructure support.
Requirements
- 5+ years of experience in network operations or IT support, with significant experience managing or supporting offshore teams in a leadership capacity.
- Demonstrated experience in overseeing global or distributed teams, with a proven ability to coordinate and collaborate effectively across different time zones and cultures.
- Strong knowledge of network technologies including Fortinet, Aruba, Cisco, and SonicWall systems, with a comprehensive understanding of compute, network, storage, and backup systems.
- Experience with PSA & RMM toolsets such as ConnectWise Manage and LabTech/ConnectWise Automate is a plus, with a focus on leveraging these tools to enhance operational efficiency.
- Proficiency in support and administration of Office 365, Azure, and Microsoft Cloud services, with experience in Cloud Solution Provider (CSP) environments being advantageous.
- Exceptional leadership and management skills, including the ability to mentor, guide, and support team members across different regions while driving performance and growth.
- Strong communication skills with the ability to facilitate effective collaboration between offshore and US-based teams, and to articulate complex technical issues and solutions clearly to diverse stakeholders.
- Proven experience in process improvement and documentation, with the ability to develop and maintain comprehensive incident response procedures and knowledge base articles.
- Relevant certifications from Microsoft, Cisco, HP, or similar vendors are highly desirable, demonstrating advanced technical expertise and leadership capabilities.
- Strong analytical and problem-solving skills, with the ability to analyze performance data, identify trends, and implement effective solutions to enhance network operations.
Benefits of being a part of the team
- Family Health Insurance including parents
- Life & Accident Insurance
- Maternity/paternity leave
- Performance-based incentives
- Referral Bonus program
- Exam Fee Reimbursement Policy
- Indian festival holidays
- 5 days working week
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