Managed Services Specialist

Team lead (Managed Support Services) would be responsible for delivery of managed support services for public cloud platforms.

Multiverse is a leading provider of managed support services from its shared NOC for public cloud platforms through a centralized team of support engineers which provide support to all services areas such as managed services, SOC, NOC, installation /configuration and break-fix services etc. on 24x7x365 basis to its esteemed customers based in India and abroad.

Multiverse has an extensive team of frontline support engineers and SMEs across multiple technology areas and public cloud platforms.

Job Responsibilities:

• Monitor the service desk tickets ensuring that the operations adhere to specified SLAs
• Act as escalation/emergency support contact as needed, for critical client and business-impacting incidents
• Ensure timely escalation of all issues to management with regular updates
• Work with general direction from the customers, stakeholders, or management to ensure that all operational tasks/incidents/requests are resolved/completed in a timely manner within the agreed SLA
• Plan shifts/schedule in an efficient manner and ensuring that the shift handover processes are adhered to
• Proactively identify, contribute, implement and automate routine tasks for effort optimization and streamlining delivery
• Guide the team and co-ordinate OEM for technical interaction for escalated incidents
• Continuously add and mature SOPs and work with team to ensure adoption and strict adherence to SOPs
• Provide mentorship and guidance to the team, work on capacity and skill building of the team members as per the changing business requirements
• Contribute and participate in various service delivery reviews with the customers and be responsible for technical deliverables from the reviews
• Ensure Customer reporting is as per customer’s requirement.
• Monitor and manage overall service and team performance and ensure compliance with processes and procedures.
• Provide effort and cost estimates to customers

Desired Skills and Experience

• Experience in managing a team in a managed support services delivery environment
• Experience in running managed services operation is required, managing NOC operations is desirable
• Technical hands-on installation, configuration and troubleshooting experience on various compute, storage, networking, security and cloud platform technologies
• Good organizational and team management skills.
• Good communication skills both verbal and written coupled with ability to collaborate with internal stakeholders and external clients.

Qualification Criteria:

• Bachelor s degree in computer science, Electronics, Telecommunications or equivalent.
• Minimum 8 years of experience working on managed support services. Additionally, managing NOC services experience would be desirable