About the role
- Lead end-to-end delivery of Managed Support Services, NOC operations, and technical support for direct end customers, including incident management, service requests, escalations, and service quality.
- Own and manage agreed after-hours, weekend, and extended-hours support for MSP partners across international time zones, ensuring appropriate coverage, escalation paths, and SLA adherence.
- Lead L3 Shared Services and technical escalation management, including major incident coordination, root-cause analysis, problem management, and continual service improvement.
- Lead delivery of IT infrastructure, Microsoft 365, Azure, networking, security, Modern Workplace, and SharePoint projects, ensuring delivery against agreed scope, timelines, and quality expectations.
- Monitor SLAs, KPIs, ticket backlogs, service quality, project timelines, and resource utilization.
- Manage customer relationships, service reviews, escalations, and stakeholder communications.
- Lead and coordinate L1/L2 support teams, NOC teams, L3 engineers, project coordinators, and technical specialists to deliver consistent support and project outcomes.
- Ensure effective project planning, risk management, documentation, service transition, and operational handover.
- Collaborate with Pre-Sales on scope validation, resource estimates, Statements of Work (SOWs), and managed services onboarding.
- Drive process improvements, operational efficiency, customer satisfaction, and delivery governance.
- Experience in IT service delivery, managed services, technical support, or professional services, with a focus on coordinating teams and customer-facing operations.
- Experience coordinating technical support teams and IT infrastructure/cloud projects.
- Understanding of SLA management, incident/problem/change management, NOC operations, and escalation processes.
- Experience supporting MSPs and international customers is highly preferred.
- Strong team coordination, communication, stakeholder management, and problem-solving skills.
- Microsoft 365: Exchange Online, Teams, SharePoint, and OneDrive.
- Azure: IaaS, cloud networking, backup, and disaster recovery.
- Identity & Security: Microsoft Entra ID, Intune, and Microsoft Defender.
- Infrastructure: Active Directory, virtualization, servers, and networking fundamentals.
- ITSM/NOC: Monitoring, alerting, ticketing, incident management, and SLA reporting.
- Familiarity with Odoo, PSA/ITSM platforms, Jira, Microsoft Project, or similar tools.
- ITIL Foundation certification preferred.
- PMP or PRINCE2 certification is an advantage.
- Experience managing after-hours/weekend support and distributed technical teams.
- SLA compliance and incident resolution performance.
- Customer and MSP partner satisfaction.
- Service quality and reduction in recurring incidents.
- Effectiveness of after-hours/weekend coverage.
- Project delivery within agreed timelines and scope.
- Resource utilization, documentation quality, and operational improvements.