Operations Lead, Managed Services (MSP)

Systems Plus; Pune District; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

QloudX is seeking an Operations Lead to strengthen its AWS Managed Services (MSP) practice in Pune. This hands-on leadership role oversees day-to-day MSP operations, incident management, and continuous service improvement, guiding engineers and customer engagements 24/7.

The ideal candidate combines AWS depth with strong client communication and operational discipline. You will collaborate with the MSP Practice Lead to scale operations, optimize processes, and ensure service quality across

Qualifications

• 5-8 years of experience in IT infrastructure, cloud operations, or managed services.
• Hands-on AWS experience for at least 4 years across AWS compute, storage, and networking.
• Experience with ITSM tools such as Jira Service Management or ServiceNow.
• Excellent written and verbal English communication; strong customer engagement skills.

Responsibilities

• Take end-to-end operational ownership of assigned MSP customer accounts and service delivery activities.
• Ensure 24/7 operational coverage and clearly defined responsibilities with the team.
• Manage incidents, service requests, problems, and changes per SLAs.
• Lead major incidents, coordinate with L3 engineers and AWS Support.
• Mentor and develop cloud operations engineers across L1-L3.

Skills

AWS expertise

Incident management

Team leadership

Customer management

Operational automation

SLA management

Education

Tools

Jira Service Management

ServiceNow

Terraform

CloudFormation

AWS CDK

Docker

ECS

EKS

PowerShell

Job description

Position: Operations Lead - Managed Services (MSP)

Location: Pune, India

Experience: 5-8 Years

Reporting To: MSP Practice Lead

Team: 24 7 Cloud Operations

Employment Type: Full-Time

Role Overview

QloudX is looking for a technically strong and customer-focused Operations Lead to strengthen its AWS Managed Services (MSP) practice.

As our MSP business continues to grow, we are expanding our operational leadership capacity to support additional customer engagements, maintain service quality, and ensure scalable 24 7 operations.

The selected candidate will work alongside the existing Operations Lead, sharing responsibility for day-to-day operations, assigned customer accounts, team management, technical escalations, and continuous service improvement.

This is a hands-on technical leadership role requiring strong AWS infrastructure knowledge, operational discipline, customer-facing communication, and the ability to lead engineers in a fast-paced managed services environment.

The ideal candidate should be capable of independently managing MSP customer operations while actively contributing to the growth and maturity of the practice.

1. MSP Operations & Service Delivery

• Take end-to-end operational ownership of assigned MSP customer accounts and service delivery activities.
• Collaborate with the existing Operations Lead to ensure seamless 24 7 operational coverage and clearly defined responsibilities.
• Manage daily operations, including incident, service request, problem, and change management in accordance with agreed SLAs.
• Oversee shift schedules, resource allocation, handovers, and on-call escalation arrangements.
• Ensure timely resolution of incidents and service requests while maintaining customer satisfaction.
• Monitor operational KPIs, including SLA compliance, MTTA, MTTR, ticket backlog, and recurring incidents.
• Lead major incident management, including technical coordination, customer communication, RCA, and preventive actions.
• Maintain operational documentation, SOPs, runbooks, and knowledge repositories.
• Drive operational efficiency through automation, process improvements, and proactive monitoring.

2. Customer & Service Management

• Act as the primary operational point of contact for assigned MSP customers.
• Build strong customer relationships through proactive communication and consistent service delivery.
• Conduct regular operational reviews covering SLA performance, incidents, security findings, cost optimization, and improvement initiatives.
• Manage customer escalations independently, ensuring timely communication and resolution.
• Coordinate onboarding and transition of new customers into MSP operations, including access management, monitoring setup, documentation, and operational readiness.
• Identify opportunities to improve customer environments in terms of availability, performance, security, and cost.
• Collaborate with account management and practice leadership on service expansion opportunities.
• Ensure operational activities remain aligned with agreed SOWs, service boundaries, and customer commitments.

3. Technical Leadership & Escalation Management

• Provide hands-on technical guidance to L1/L2 engineers for troubleshooting and incident resolution.
• Act as a technical escalation point for complex AWS infrastructure and operational issues.
• Troubleshoot issues across AWS compute, storage, networking, databases, security, and monitoring services.
• Coordinate complex technical escalations with L3 engineers, AWS Support, and third-party vendors.
• Review technical solutions, operational changes, and remediation plans to ensure reliability and security.
• Support AWS infrastructure optimization, including availability, performance, security, backup, and disaster recovery.
• Identify recurring technical issues and implement permanent fixes, automation, or preventive controls.
• Ensure production changes follow established change management and approval processes.

4. Team Leadership & Capability Development

• Lead, mentor, and support cloud operations engineers across L1, L2, and L3 functions.
• Ensure adequate technical guidance and leadership availability across operational shifts.
• Conduct regular team reviews, knowledge-sharing sessions, and technical training.
• Review ticket quality, troubleshooting approaches, documentation, and customer communication.
• Identify skill gaps and develop training and AWS certification plans.
• Support hiring, technical interviews, onboarding, and performance evaluations.
• Promote accountability, collaboration, operational discipline, and continuous improvement within the team.
• Develop team capabilities to reduce dependency on senior engineers for routine operational activities.

5. MSP Practice Growth & Operational Scalability

• Support the MSP Practice Head in scaling operations as new customer accounts are onboarded.
• Contribute to resource capacity planning, shift coverage models, and operational workload distribution.
• Help standardize processes, monitoring frameworks, runbooks, and service delivery practices across customer accounts.
• Identify automation opportunities to improve operational efficiency and reduce repetitive manual activities.
• Support operational readiness assessments for new customer engagements.
• Contribute to service quality improvements, operational reporting, and governance initiatives.
• Support AWS MSP program requirements, operational best practices, and compliance readiness.

Required Skills & Experience Technical Skills

• 5-8 years of experience in IT infrastructure, cloud operations, or managed services, including at least 4 years of hands-on AWS experience.
• Strong understanding of AWS services, including:
• Compute: EC2, Auto Scaling, Lambda
• Networking: VPC, Route 53, ELB, VPN, Security Groups, NACLs
• Storage & Databases: S3, EBS, RDS
• Security & Identity: IAM, CloudTrail, AWS Config
• Monitoring & Operations: CloudWatch, AWS Systems Manager, AWS Backup
• Strong Linux and Windows server administration and troubleshooting experience.
• Good understanding of networking concepts, including TCP/IP, DNS, routing, VPN, firewalls, and load balancing.
• Experience in monitoring, incident troubleshooting, root cause analysis, and production support.
• Practical knowledge of ITIL-based incident, change, problem, and service request management.
• Experience with ITSM tools such as Jira Service Management, ServiceNow, or equivalent.
• Familiarity with scripting and operational automation using Python, Bash, or PowerShell.
• Understanding of AWS security, backup, disaster recovery, and operational best practices.

Leadership & Customer Management

• Minimum 2 years of experience leading or co-leading an IT operations, cloud support, or managed services team.
• Experience managing 24 7 support operations, shift planning, and technical escalations.
• Demonstrated ability to independently manage customer accounts and operational commitments.
• Strong experience in SLA management, operational reporting, and service reviews.
• Ability to coordinate major incidents and communicate effectively with customers and internal stakeholders.
• Strong problem-solving, decision-making, and prioritization skills.
• Excellent written and verbal English communication.
• Ability to manage multiple customer environments and competing operational priorities.

Preferred Qualifications

• AWS Certified SysOps Administrator - Associate, AWS Certified CloudOps Engineer - Associate, or AWS Certified Solutions Architect - Associate.
• AWS Professional-level certification is an advantage.
• ITIL Foundation certification.
• Experience working in an AWS Managed Services Provider environment.
• Exposure to AWS MSP program requirements and operational best practices.
• Experience with Infrastructure as Code tools such as Terraform, CloudFormation, or AWS CDK.
• Familiarity with container technologies such as Docker, ECS, and EKS.
• Knowledge of AWS security services, including Security Hub, GuardDuty, AWS Organizations, and Control Tower.
• Experience with AWS cost optimization using Cost Explorer, Budgets, Savings Plans, and Reserved Instances.
• Exposure to SOC 2, ISO 27001, or similar compliance frameworks.
• Experience implementing operational automation, proactive monitoring, and self-healing infrastructure.

Working Expectations

• Ability to work in a 24 7 managed services environment with responsibility for operational escalations.
• Willingness to participate in on-call rotations and provide occasional off-hours support for critical incidents.
• Comfortable handling multiple customer accounts and working with distributed teams.
• Strong ownership mindset with the ability to work independently and collaborate with peer operational leads.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.