Operations Manager

We're looking for an Operations Manager to lead our client's India-based managed services team, a group of engineers responsible for the proactive, day-to-day health of customer environments. This is a hands-on operations role: monitoring, patching, backup validation, change testing, and security event triage across multiple customer accounts at once. You won't be doing the technical work yourself day-to-day, but you need enough range across networking, infrastructure, security, and Microsoft 365 to guide the team, make the call when something's ambiguous, and reduce unnecessary escalation.

Responsibilities:

• Proactive Monitoring and Event Management: Oversee real-time monitoring across customer environments (network, endpoint, cloud, security), ensuring events are triaged by business impact and escalated appropriately.
• Patch and Change Governance: Own patch management cycles across client environments: scheduling, validation, exception handling, and remediation of failures, with proper change control before anything hits production.
• Backup and Recovery Assurance: Ensure backups are completing successfully and are actually recoverable, not just runningcoordinate remediation when they're not.
• Incident and Major Incident Management: Drive timely escalation, RCA, and corrective action for major incidents and recurring problems, and act as the point of technical judgment when a decision needs to be linked back to customer impact.
• Reducing Unnecessary Escalation: Build the team's capability and clarity so that issues are resolved at the right level, rather than routinely escalating to specialist/Level 4 engineers.
• Team Leadership: Lead, coach, and hold a team of engineers accountable; set clear expectations, and address underperformance directly rather than working around it.
• Customer Communication: Provide clear, timely updates during outages and maintenance activities, and represent our client's operational standard to the customer.

Requirements:

• 6+ years in IT Operations, NOC, or Managed Services, with genuine hands-on ownership of monitoring, patching, backups, and change/incident management, not primarily service-desk ticket coordination.
• Mandatory: experience working inside a Managed Services Provider (MSP), supporting multiple external customer environments concurrently.
• Working understanding across networking, infrastructure, and security.
• Familiarity with Microsoft technologies: Azure, Intune, Azure Virtual Desktop, and M365
• Exposure to Cisco, Meraki, or enterprise networking and security tooling.
• People management experience.
• Strong decision-making under ambiguity; comfortable making a call with incomplete information when a customer issue is live.
• ITIL v4 knowledge is a plus; certification not required.
• Mandatory Requirement: This role is strictly for candidates with prior, hands-on experience inside a Managed Services Provider (MSP) supporting multiple external customer environments concurrently under SLA. Candidates from single-customer internal IT teams, or from pure service-desk/ticket-triage backgrounds, will not be considered.