About the role
AI summarisedLead and oversee day-to-day operations for managed services across Cloud, Network, Systems, Security, and Applications within a government cloud environment. This role acts as the primary customer interface, driving operational excellence through strict adherence to SLAs, ITIL governance, and continuous service improvement.
ElectronicsOnsiteInformation Technology
Key Responsibilities
- Lead day-to-day operations across managed services including Cloud, Network, Systems, Security, and Applications.
- Ensure strict adherence to defined SLAs, OLAs, and KPIs, driving accountability through data-driven performance reviews.
- Act as the primary customer interface, conducting MBR/QBRs and managing multi-agency stakeholder relationships.
- Oversee Day-2 Operations, including monitoring, patching, backup, and performance optimization for cloud environments.
- Manage major incidents and DR scenarios, ensuring structured response documentation and customer assurance.
- Produce monthly performance reports detailing SLA attainment, MTTR, backlog aging, and RCA metrics.
- Manage and mentor shared pools of L1–L3 engineers, overseeing workload allocation and on-call readiness for 24x7 coverage.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, or a related discipline.
- 5–8 years of experience in service delivery, operations, or IT service management.
- At least 3 years of experience in a cloud or managed services environment.
- Proven experience managing multi-agency or multi-customer clusters with shared operational teams.
- Strong understanding of AWS / Azure / GCP environments and their operational frameworks.
- Proficiency in ITIL v4 processes and governance.
- Hands-on experience with ITSM tools (e.g., ServiceNow, JIRA, Remedy).
- Familiarity with cloud monitoring platforms (e.g., CloudWatch, Zabbix, Grafana).