Manager - IT Managed Services (MSP)

Job Title: Manager IT Managed Services (MSP)

Location: Ahmedabad

Work Mode: On-site

Shift Timing: Flexible (Willingness to align with international client time zones US, UK, APAC)

Position Overview

We are seeking a dynamic and technically proficient Manager – IT MSP to lead and manage a team of engineers across Cloud, Network Infrastructure, and End-user Services. The ideal candidate must possess a strong foundation in IT Infrastructure Management, proven leadership capabilities, and hands-on experience in delivering services to global clients. You will play a key role in service delivery, team performance, client relationship management, and technical solutioning.

Key Responsibilities

1. Service Delivery & Operations

• Manage day-to-day operations for Cloud, Network, and Managed IT Services.
• Ensure SLAs, KPIs, and contractual obligations are met and exceeded.
• Oversee proactive monitoring, incident response, and root cause analysis using tools like Nagios, SolarWinds, PRTG, or Zabbix.
• Maintain ITIL-based practices for Incident, Change, and Problem Management.

2. Cloud & Infrastructure Management

• Lead the design, deployment, and support of hybrid/multi-cloud environments (e.g., AWS, Microsoft Azure, Google Cloud Platform).
• Oversee cloud migration projects, cost optimization, and governance.
• Manage networking technologies – firewalls (Fortinet, Palo Alto), VPNs, LAN/WAN, Load Balancers, and SD-WAN.
• Ensure robust Disaster Recovery and Backup strategies are in place (Veeam, Acronis, Azure Site Recovery, etc.).

3. People Management

• Lead a team of L1/L2/L3 engineers, cloud architects, and NOC/SOC teams.
• Drive employee engagement, training, appraisals, and performance development.
• Implement resource optimization and effective shift planning.

4. Client Relationship & Pre-Sales Support

• Act as the technical point of contact for international clients (US, UK, Australia, etc.).
• Conduct regular service review meetings and deliver executive reports (monthly/quarterly).
• Participate in solution demos, PoC, and presentations to client stakeholders.
• Understand client needs and create bespoke solutions with support from technical teams.

5. Governance, Risk & Compliance

• Ensure alignment with security frameworks – SOC 2, ISO 27001, GDPR.
• Support audit requirements and documentation for compliance.
• Implement access controls, data privacy, and security best practices across systems.

Technical Skills Required

• Cloud Platforms: AWS (EC2, S3, VPC, IAM), Azure (AD, VM, Defender), GCP (optional).
• Networking: VLAN, BGP, OSPF, MPLS, VPN, Firewall rule sets.
• ITSM Tools: ServiceNow, Jira Service Desk, Fresh service, Connectwise.
• Virtualization: VMware ESXi, Hyper-V, Proxmox.
• OS Management: Windows Server, Linux (Ubuntu, CentOS, RHEL).
• Scripting/Automation: PowerShell, Python (optional), Terraform (preferred).
• Backup & DR: Veeam, Acronis, Azure Backup.
• Monitoring Tools: PRTG, Zabbix, Datadog, CloudWatch.

Desired Candidate Profile

• Bachelor's/Master's degree in Computer Science, IT, or related discipline.
• 12–13 years of experience in IT Infrastructure / Cloud / Network Management.
• Minimum 3–5 years in a leadership/managerial role in an MSP environment.
• Strong verbal and written communication skills.
• Ability to work in high-pressure environments and manage escalations effectively.

• Industry Certifications preferred:

• AWS Certified Solutions Architect, Microsoft Azure Administrator,

• CCNA / Fortinet NSE,
• ITIL v4 Foundation,

Nice to Have

• Experience in managing 24x7 operations.
• Exposure to SIEM tools and Security Operations (SOC).
• Experience in MDM solutions (Intune, Jamf, VMware Workspace ONE).
• Familiarity with DevOps toolchains (CI/CD pipelines, Git, Jenkins).