Cloud and DC Infrastructure Managed Services Lead

Cloud and Data Centre (DC) Infrastructure Managed Services Lead

Key Responsibilities:

• Oversee end-to-end service delivery, ensuring adherence to SLAs and customer satisfaction
• Managed services will include cloud infrastructure, data center operations, and network services.
• Build and lead a high-performing operations team who can provide 24x7 Service-support across public (AWS, Azure, OCI, GCP), private (DC infrastructure) and hybrid clouds
• Manage the teams performance and capabilities to support dynamic client requirements and multiple platforms and technologies
• Build a team of technical experts, including cloud engineers, network engineers, and system administrators to provide L1, L2 or L3 support
• Foster a culture of innovation, collaboration, and continuous improvement.
• Build strong relationships with customers, understanding their unique needs and expectations. Proactively address customer concerns and issues and status reporting on the service performance
• Drive the adoption of automation tools for provisioning, monitoring, and incident resolution.
• Implement ITSM tools and platforms to streamline service delivery.
• Identify and develop new service offerings, such as hybrid cloud management, FinOps, and advanced monitoring.
• Manage the financial performance of the managed services business, including budgeting, forecasting, and cost optimization.
• Establish and maintain strategic partnerships with technology vendors and service providers.
• Evaluate and adopt emerging technologies to enhance service offerings.
• Engage with clients as a trusted advisor to understand their needs, resolve escalations, and ensure long-term partnerships.
• Contribute to pre-sales efforts by providing solution inputs, presentations, and proposals for managed services deals.
  

Requirements

Must

• 10+ years of relevant experience in IT infrastructure, cloud, and managed services, with at least 3-5 years in a leadership role.
• 5+ years of experience in managing teams and services offered in dedicated and shared services managed services models.
• Deep understanding of cloud platforms (AWS, Azure, GCP, OCI) and managing hybrid cloud and on-premise infrastructure.
• Expertise in ITIL processes, incident management, and ITSM tools like ManageEngine, FreshWorks, ServiceNow or equivalent.
• Demonstrated experience in Operations management, client engagement, and pre-sales.
• Hands-on knowledge of automation tools (e.g., Terraform, Ansible) and monitoring solutions.
  

Good to have

• Proficiency any of the virtualization and containerization technologies, network technologies (routing, switching, firewall, load balancing).
• Experience with automation and orchestration tools (Ansible, Terraform, Puppet).
• Familiarity with disaster recovery and business continuity frameworks.
• Proven experience in setting up and scaling managed services businesses or practices.
• Understanding of financial metrics and business operations.