Location: Hyderabad Office Work Environment: 24x7 Operations Support
Exp : 10 to 12 years;
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.