MSP Lead AWS Managed Services

Systems Plus; Pune District; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

A managed services provider is seeking an experienced MSP Lead to oversee AWS Managed Services delivery, ensuring SLA compliance and driving operational excellence. The ideal candidate possesses 10–14 years of IT experience, leading multi-customer environments and overcoming operational challenges. Responsibilities include customer onboarding, service continuity, team leadership and continuous improvement in technical governance. This full-time role offers competitive compensation in Pune, Maharashtra, India.

Qualifications

• 10–14 years of IT experience, with 5+ years in AWS Managed Services/Cloud Operations.
• Proven experience leading multi-customer MSP environments.
• Strong understanding of AWS core services and operational processes.

Responsibilities

• Own Managed Services delivery for multiple AWS customers.
• Ensure compliance with SLAs, SLOs, KPIs, and contractual commitments.
• Drive operational stability, security, and cost efficiency.

Skills

AWS Managed Services knowledge

Incident management

Change management

Customer-facing communication

Tools

CloudWatch

Datadog

Grafana

PagerDuty

Jira

Terraform

GitHub

Job description

The MSP Lead – AWS Managed Services owns end-to-end Managed Services delivery for a growing portfolio of enterprise cloud customers. This role is accountable for operations, onboarding, SLA compliance, team leadership, service continuity, and scalability of the MSP function.

The MSP Lead ensures that customer delivery remains stable and predictable despite growth, team changes, or customer expansion, while continuously maturing MSP processes and capabilities.

Key Responsibilities

1. MSP Delivery & Operations Ownership
   • Own Managed Services delivery for multiple enterprise AWS customers, with scope designed to scale as the MSP business grows.
   • Ensure compliance with SLAs, SLOs, KPIs, and contractual commitments.
   • Oversee 24×7 operations including incident, problem, change, and request management.
   • Act as the final escalation point for major incidents and customer escalations.
   • Drive operational stability, security, performance, and cost efficiency.
   • Ensure consistent service reporting, governance, and executive visibility.
2. Service Continuity & Team Stability (Critical)
   • Engineer attrition
   • Role changes
   • Team scaling
   • Eliminate single-point dependencies through:
     • Standardized runbooks and SOPs
     • Cross‑training and shadowing models
     • Backup and succession planning for key roles
   • Own onboarding and ramp‑up of new MSP engineers, ensuring productivity within defined timelines.
   • Maintain a stable operating model even as team composition evolves.
3. Customer Onboarding & Service Transition
   • Own customer onboarding into MSP operations.
   • Lead knowledge transition from project / delivery teams to MSP.
   • Ensure standardized onboarding covering:
     • Documentation, runbooks, and SOPs
   • Define clear RACI and operating models for each customer.
4. SLA, Governance & Customer Success
   • Be accountable for SLA adherence, service quality, and customer satisfaction.
   • Lead monthly service reviews and QBRs.
   • Build trusted relationships with customer stakeholders.
   • Proactively identify risks, capacity constraints, and improvement areas.
   • Support service expansion and optimization opportunities in collaboration with sales and pre‑sales.
   • Lead and manage L1/L2/L3 MSP engineers.
   • Define team structure, shifts, on‑call rotations, and scaling plans.
   • Conduct performance reviews and skill development planning.
   • Build a culture of ownership, accountability, documentation, and operational discipline.
5. Technical Governance & Continuous Improvement
   • Provide technical oversight for security posture improvements
   • Ensure adherence to AWS Well‑Architected Framework and security best practices.
   • Drive automation, tooling, and process maturity to enable non‑linear scale of MSP operations.

Required Skills & Experience

• 10–14 years of IT experience, with 5+ years in AWS Managed Services / Cloud Operations
• Proven experience leading multi‑customer MSP environments
• Strong understanding of AWS core services and MSP operational processes (incident, change, monitoring, backup/DR)
• Experience with MSP tooling (CloudWatch, Datadog, Grafana, PagerDuty, Jira, Terraform, GitHub).
• Strong customer‑facing communication and escalation handling skills.

Certifications (Preferred)

None listed.

Success Metrics (Internal)

• SLA compliance and service stability
• Zero or minimal service impact due to team changes
• Time‑to‑productivity for new engineers
• Customer satisfaction and retention
• MSP scalability and operational maturity

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Seniority level

Associate

Employment type

Full‑time

Job function

Information Technology and Management

Industries

Consumer Services