Manager - IT Managed Services (MSP)

Job Title: Manager IT Managed Services (MSP)

Location: Ahmedabad

Work Mode: On-site

Shift Timing: Flexible (Willingness to align with international client time zones US, UK, APAC)

Position Overview

Manager – IT MSP

Key Responsibilities

1. Service Delivery & Operations

• Manage day-to-day operations for

  Cloud

  ,

  Network

  , and

  Managed IT Services

  .
• Ensure SLAs, KPIs, and contractual obligations are met and exceeded.
• Oversee proactive monitoring, incident response, and root cause analysis using tools like

  Nagios

  ,

  SolarWinds

  ,

  PRTG

  , or

  Zabbix

  .
• Maintain ITIL-based practices for Incident, Change, and Problem Management.

2. Cloud & Infrastructure Management

• Lead the design, deployment, and support of hybrid/multi-cloud environments (e.g.,

  AWS, Microsoft Azure, Google Cloud Platform

  ).
• Oversee cloud migration projects, cost optimization, and governance.
• Manage networking technologies –

  firewalls (Fortinet, Palo Alto)

  ,

  VPNs

  ,

  LAN/WAN

  ,

  Load Balancers

  , and

  SD-WAN

  .
• Ensure robust

  Disaster Recovery

  and

  Backup strategies

  are in place (Veeam, Acronis, Azure Site Recovery, etc.).

3. People Management

• Lead a team of L1/L2/L3 engineers, cloud architects, and NOC/SOC teams.
• Drive employee engagement, training, appraisals, and performance development.
• Implement resource optimization and effective shift planning.

4. Client Relationship & Pre-Sales Support

• Act as the technical point of contact for international clients (US, UK, Australia, etc.).
• Conduct regular service review meetings and deliver executive reports (monthly/quarterly).
• Participate in solution demos, PoC, and presentations to client stakeholders.
• Understand client needs and create bespoke solutions with support from technical teams.

5. Governance, Risk & Compliance

• Ensure alignment with security frameworks –

  SOC 2, ISO 27001, GDPR

  .
• Support audit requirements and documentation for compliance.
• Implement access controls, data privacy, and security best practices across systems.

Technical Skills Required

• Cloud Platforms

  : AWS (EC2, S3, VPC, IAM), Azure (AD, VM, Defender), GCP (optional).

• Networking

  : VLAN, BGP, OSPF, MPLS, VPN, Firewall rule sets.

• ITSM Tools

  : ServiceNow, Jira Service Desk, Fresh service, Connectwise.

• Virtualization

  : VMware ESXi, Hyper-V, Proxmox.

• OS Management

  : Windows Server, Linux (Ubuntu, CentOS, RHEL).

• Scripting/Automation

  : PowerShell, Python (optional), Terraform (preferred).

• Backup & DR

  : Veeam, Acronis, Azure Backup.

• Monitoring Tools

  : PRTG, Zabbix, Datadog, CloudWatch.

Desired Candidate Profile

• Bachelor's/Master’s degree in Computer Science, IT, or related discipline.
• 12–13 years of experience in IT Infrastructure / Cloud / Network Management.
• Minimum 3–5 years in a leadership/managerial role in an MSP environment.
• Strong verbal and written communication skills.
• Ability to work in high-pressure environments and manage escalations effectively.
• Industry Certifications preferred:

• AWS Certified Solutions Architect

  ,

  Microsoft Azure Administrator

  ,

• CCNA / Fortinet NSE

  ,

• ITIL v4 Foundation

  ,

Nice to Have

• Experience in managing 24x7 operations.
• Exposure to

  SIEM

  tools and

  Security Operations (SOC)

  .
• Experience in MDM solutions (Intune, Jamf, VMware Workspace ONE).
• Familiarity with DevOps toolchains (CI/CD pipelines, Git, Jenkins).