MSP-Tower Hiring

Job Summary:

Key Responsibilities:

• Lead end-to-end service delivery across platforms such as Oracle Fusion, Microsoft SQL Server, Azure Virtual Desktop, Windows 11 SOE, ServiceNow, and SOC/SIEM.
• Act as the primary point of contact for clients, managing governance calls, MBR/QBR reviews, and ensuring SLA/KPI adherence.
• Oversee L1, L2, and SME teams across onshore/offshore models including 24x7 and Follow-the-Sun support.
• Drive escalation management and resolution of priority incidents.
• Ensure compliance with ITIL processes (Incident, Change, Problem, Request, Release).
• Manage risk and compliance frameworks (ISO, GovTech, ABLR).
• Provide financial oversight including SOWs, rate cards, and cost vs revenue analysis.
• Deputize for senior leadership in client engagement and operational governance.

Required Skills & Competencies:

• Strong expertise in service delivery and SLA governance.
• Proven client relationship management and stakeholder engagement.
• Hands-on experience with cloud platforms (IaaS, SaaS, PaaS) and AI operations.
• Proficiency in tools such as ServiceNow, Jira, ConnectWise, Splunk, Sentinel.
• Experience in virtualization, VDI, and enterprise infrastructure.
• Excellent leadership and team management skills.
• Strong analytical, problem-solving, and communication abilities.

Educational Qualifications:

• Bachelor’s Degree in Computer Applications (BCA) or equivalent.
• Diploma in Computer Science & Engineering.

Certifications:

• PMP – Project Management Institute (PMI)
• ITIL V4 Foundation
• CompTIA A+
• AI Generative / Automation (OutSkill)