Managed Service Manager (Pure 24/7 Focus)

A. 24/7 Operations & Service Delivery (70%)

• 24/7 Shift & Roster Management: Plan and manage shift schedules to ensure continuous 24/7/365 operational coverage across L1 (Customer Service / Monitoring), L2 (SysAdmin / Technical Team), and L3 (DevOps / SRE) support levels.
• Process & Incident Playbook Development: Build, standardize, and continuously maintain operational Runbooks / Playbooks, incident severity classification frameworks (P1–P4), and Escalation Matrices.
• Major Incident Management (Incident Commander): Lead and coordinate technical teams in responding to critical incidents (P1/P2 / service outages), maintain transparent communication channels with clients, and lead post-incident reviews and Root Cause Analysis (RCA).
• SLA/OLA Monitoring & Assurance: Closely monitor key operational metrics, including MTTD (Mean Time to Detect), MTTR (Mean Time to Respond/Resolve), and Uptime Rate, to ensure 100% compliance with contractual SLA commitments.

B. Client Relationship & Service Governance (15%)

• Periodic Service Reporting: Lead regular service performance reviews (Monthly / Quarterly Service Reviews) with clients’ technical representatives and management teams.
• Change Management: Collaborate with Cloud & Platform teams to manage releases and infrastructure maintenance windows, ensuring minimal disruption to service continuity.
• Project Security Compliance: Ensure all client service operations comply with information security standards and requirements, including ISO 27001, SOC 2, and client-specific security guidelines.

C. Presales Support & Operations Consulting (10%)

• Operations Consulting (SME Role): Act as a Subject Matter Expert (SME) in service operations, working closely with BizDev and Cloud Architecture teams during the presales process to develop managed service proposals, define SLA commitments, and provide cost estimations for prospective clients.

D. Leadership & Capability Building (5%)

• Team Training & Development: Train and develop team capabilities, organize Disaster Recovery (DR) simulations, and enhance the incident-handling skills of L1/L2 Support teams.
• Operational Culture Development: Foster accountability, system ownership, and a strong culture of operational discipline and compliance within the 24/7 operations environment.

WHAT YOU NEED TO MAXIMIZE YOUR CONTRIBUTION

Education

• Bachelor’s degree in Information Technology, Computer Science, Telecommunications, Electronics, or equivalent practical experience. 

Professional Experience 

• At least 5 years of experience in IT Operations, Infrastructure, Cloud Support, System Administration, or DevOps/SRE.
• At least 2 years of hands-on experience in direct operational roles within a 24/7 Managed Services, Network Operations Center (NOC), or Security Operations Center (SOC) environment, preferably as a Senior Engineer, Shift Leader, Incident Manager, or Operations Lead.

Technical Knowledge

• Strong understanding of cloud infrastructure architecture (AWS / Azure / GCP), Linux / Windows Server, and networking technologies (Networking, VPN, Firewall / Sophos).
• Proficient in using and configuring centralized monitoring and alerting tools such as Datadog, Grafana, CloudWatch, Zabbix, and Prometheus.
• Good understanding of CI/CD pipelines, containerization technologies (Docker, Podman, Kubernetes), and Release Management processes.

Management Mindset & Skills

• Strong understanding and practical application of ITIL / ITSM frameworks, including Incident, Problem, Change, and Event Management.
• Ability to remain calm, make sound decisions, and lead technical teams effectively under pressure, particularly during major incidents.

Preferred Qualifications / Nice to Have

• Relevant professional certifications such as ITIL Foundation / Practitioner, AWS / Azure certifications, CCNA, or CCNP.
• Professional English communication and report-writing skills, with the ability to participate in regular client meetings and prepare RCA reports in English for international clients.
• Clear career aspirations toward long-term leadership roles in Service Delivery Management or Managed Services Director positions.

WHAT WE OFFER

Position & Reporting Line

– An independent leadership role as Managed Service Manager, overseeing the 24/7 Managed Services function and reporting directly to the Head of IT, Cloud & Infrastructure.

Working Environment & Empowerment

– Full ownership and authority to establish, manage, and optimize the 24/7 operations function in line with international standards, without being distracted by internal corporate IT support responsibilities.