MSP Technical Lead

Location: Pune

Employment Type: full-time

Intro – Born-in-the-cloud

QloudX is a born-in-the-cloud digital transformation boutique company with large expertise in multi-cloud technologies and strategic IT, with niched experience in the transportation and retail domains. Our goal is to help transportation and retail businesses across the globe implement cloud technologies in order to maximize value for their digital transformation journeys.

Leveraging our group's 30+ years of experience and resources, QloudX is a brainchild of former CIOs who made a strategic decision to create a next generation cloud company that focuses on all things cloud. We are proud to have our headquarters in Europe, with 2 delivery centers in India (Mumbai and Pune), although our reach, presence and active customers also extend to USA and Asia.

As AWS Premier Tier Partner, we develop and create solutions for our customers with a multitude of cloud technologies, ranging from Data/Analytics, Serverless, DevOps, Containers etc.

Key Responsibilities

1. Customer Delivery & Operations

Lead Managed Services delivery for 10–12 AWS customers simultaneously.

Ensure high availability, security, cost optimization, and performance across customer environments.

Act as the primary technical escalation point for customer issues, incidents, and major outages.

Drive SLA and KPI compliance with consistent governance and reporting.

1. Technical Leadership (Hands-On Role)

Deep hands-on expertise in AWS services including: EC2, VPC, IAM, Lambda, RDS, S3, CloudWatch, CloudTrail, Route53, API Gateway, ALB/NLB, Backup, KMS.

Lead troubleshooting of complex AWS issues and guide MSP engineers.

Review and approve production changes, network updates, and architecture improvements.

Ensure adherence to AWS Well-Architected principles and security best practices.

1. Team Management

Lead and mentor MSP engineers (L1/L2/L3).

Build skill development plans and conduct performance reviews.

Ensure efficient shift planning and workload distribution for 24×7 support operations.

Build a strong culture of ownership, accountability, and continuous improvement.

1. Automation & Optimization

Implement automation for recurring tasks using: Lambda, Terraform, Python, CloudWatch, EventBridge, Systems Manager (SSM).

Recommend and deploy MSP automation and observability tools.

Improve productivity to manage more customers with a minimal, efficient team.

1. Governance & Process Control

Lead incident management, RCA, and preventive actions.

Enforce production change control processes (CR, approval workflows, validation).

Drive QBRs, monthly reviews, and customer success engagements.

Own documentation, SOP creation, runbooks, and knowledge base updates.

Required Skills & Experience

Technical Skills

8–10 years total experience; at least 5+ years hands-on on AWS.

Expertise across AWS compute, storage, networking, security, DevOps & automation.

Strong understanding of MSP operations: monitoring, incident response, patching, backup/DR, onboarding.

Experience with tools like: CloudWatch, Datadog, New Relic, Grafana, PagerDuty, Jira, GitHub, Terraform, Ansible.

Leadership & Delivery Skills

Experience managing multiple customers concurrently.

Proven ability to lead a technical team of MSP engineers.

Strong communication skills for customer-facing discussions, escalations, and governance calls.

Ability to run structured operations including SLAs, compliance, QBRs, and reporting.

Certifications (Highly Preferred)

AWS Solutions Architect – Associate or Professional

AWS SysOps Administrator

Good to Have

Experience in setting up MSP frameworks from scratch.

Knowledge of cost optimization tools and FinOps practices.

Experience in automation-heavy MSP environments.