Managed Services Support Manager

About tsworks:

tsworks is a leading technology innovator, providing transformative products and services designed for the digital-first world. Our mission is to provide domain expertise, innovative solutions and thought leadership to drive exceptional user and customer experiences. Demonstrating this commitment ,  we have a proven track record of championing digital transformation for industries such as Banking, Travel and Hospitality, and Retail (including e-commerce and omnichannel), as well as Distribution and Supply Chain, delivering impactful solutions that drive efficiency and growth. We take pride in fostering a workplace where your skills, ideas, and attitude shape meaningful customer engagements.
About This Role:
tsworks Technologies India Private Limited is seeking  for an experienced and highly motivated Manager for Managed Services to manage and oversee our data platform support team. This role is critical for ensuring the stability, performance, and reliability of our client's data solutions, which leverage modern cloud technologies.

The ideal candidate will have strong leadership skills, deep technical knowledge in cloud data services, and the ability to work effectively in a client-focused, overlapping time-zone environment.

Key Responsibilities

• Team Leadership & Management:
  
• Lead, mentor, and manage a team of support engineers dedicated to managed data services.
  
• Oversee shift schedules and ensure adequate coverage, particularly during overlapping hours with US Pacific Time (PST/PDT) .
  
• Manage team performance, conduct regular reviews, and foster a culture of continuous improvement and ownership.
  
• Conduct interviews and hire to fill skill gaps periodically.
  
• Support Operations & Incident Management:
  
• Crucially, serve as the Incident Commander and escalation point for all high-severity (P1/P2) incidents and critical outages.
  
• Own the entire incident lifecycle, including rapid triage, impact assessment, coordinating resolution across multiple technical teams, and managing communication during critical outages.
  
• Ensure all incidents, service requests, and problems are tracked, prioritised, and resolved within defined Service Level Agreements (SLAs) .
  
• Drive Root Cause Analysis (RCA) for major incidents to prevent recurrence and improve system resilience.
  
• Define and enforce operational best practices, support processes, and documentation standards.
  
• Establish support and change management best practices.
  
• Technical Expertise & Data Knowledge:
  
• Provide hands-on support and technical guidance related to data ingestion pipelines and cloud data warehousing .
  
• Monitor and troubleshoot data workflows built using Azure Data Factory (ADF) .
  
• Manage and optimize data load performance and concurrency within Snowflake environments.
  
• Oversee and troubleshoot issues related to Power BI data connections, refresh failures, and overall data analytics platform stability.
  
• Maintain a deep understanding of the client's data landscape, data models, and business context to effectively assess impact and resolve data-related issues.
  
• Client Communication & Stakeholder Management:
  
• Maintain clear, professional, and proactive communication with the client, especially during critical escalations.
  
• Present regular reports on service performance, incident trends, and operational metrics.
  
• Collaborate with engineering, development, and architecture teams to transition new solutions into the managed services support model.
  Required Qualifications
  
• Experience:
  
• Minimum of 8+ years of professional experience in IT, with at least 3+ years in a lead or supervisory role managing a technical support/operations team, preferably within a managed services or consulting environment.
  
• Mandatory experience handling major outages, performing rapid technical triage, and managing P1/P2 incident resolution in a live production environment.
  
• Mandatory experience working in an overlapping time zone with US Pacific client; flexibility to align working hours with client business needs is essential.
  
• Technical Skills:
  
• Proven, hands-on experience with Cloud Data Services (Microsoft Azure is highly preferred).
  
• Deep expertise in managing, monitoring, and troubleshooting data pipelines using Azure Data Factory (ADF) .
  
• Strong working knowledge and administration experience with Snowflake data warehouse, including performance tuning and monitoring.
  
• Required experience troubleshooting Power BI refresh schedules, data gateway configurations, service capacity issues, and underlying data source connectivity.
  
• Proficiency in writing and debugging SQL .
  
• Familiarity with monitoring tools (e.g., Azure Monitor, Datadog) and IT Service Management (ITSM) platforms (e.g., ServiceNow ).
  
• Data & Problem Solving:
  
• Must have strong data knowledge and domain expertise the ability to understand data lineage, data quality issues, and the business impact of data failures across the entire stack, from ETL to reporting.
  
• Exceptional problem-solving and analytical skills for diagnosing complex, multi-system issues.
  
• Soft Skills:
  
• Demonstrated expertise in Stakeholder Management, including managing expectations, providing timely status updates, and negotiating service priorities with technical, business, and executive stakeholders.
  
• Proven ability to lead effective communication and coordination during high-pressure outage situations.
  
• Excellent verbal and written communication skills for technical and non-technical audiences.
  

Preferred Qualifications

• Prior experience working in the Retail, E-commerce, or CPG (Consumer Packaged Goods) domain, understanding industry-specific data.
  
• Experience contributing to or leading the technical response for Managed Services RFP (Request for Proposal) and RFI (Request for Information) processes.
  
• Familiarity with other data visualisation/analytics tools (e.g., Tableau, Looker) or experience with Azure Data services outside of ADF (e.g., Azure Synapse Analytics).
  
• Certifications related to Azure Data Engineering or Cloud Data Warehousing (e.g., Azure Data Engineer Associate, Snowflake Certifications, Power BI Certification ).