(Project Based - 1 year) MSP Service Operations Lead

Key Responsibilities:

a. Operations & Service Delivery Oversight

• Supervise daily service operations across L1/L2/L3 teams.
• Ensure tickets and service requests are handled within SLA/OLA targets.
• Monitor queue, backlog, and workload distribution.
• Enforce adherence to ITIL processes and operational standards.
• Ensure service quality and customer satisfaction are maintained.

b. Incident & Escalation Management

• Act as the first point of escalation for complex or high-priority incidents.
• Oversee major incident handling and ensure timely resolution.
• Coordinate with engineers, vendors, and stakeholders during incidents.
• Ensure proper escalation, communication, and documentation.

c. Team Supervision & People Management

• Supervise and support L1/L2/L3 engineers (Network, HCI, etc.).
• Monitor team performance, productivity, and SLA...