Project Based - MSP Service Operations Lead (12 Months)

The MSP Supervisor acts as a bridge between technical teams and the Service Delivery Manager, ensuring smooth execution of services and continuous improvement.

Key Responsibilities:

1. 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.

1. 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.

1. Team Supervision & People Management

• Supervise and support L1/L2/L3 engineers (Network, HCI, etc.).
• Monitor team performance, productivity, and SLA compliance.
• Provide coaching, mentoring, and technical guidance.
• Assist in performance evaluations and skills development planning.
• Ensure proper shift coverage and workforce allocation.

1. Monitoring & Performance Management

• Track operational KPIs (SLA compliance, resolution time, backlog, etc.).
• Analyze trends and identify areas for improvement.
• Ensure proactive monitoring and issue prevention.
• Report performance issues and recommend corrective actions.

1. Change & Maintenance Coordination

• Oversee implementation of approved changes and maintenance activities.
• Ensure proper risk assessment, scheduling, and communication.
• Minimize service disruption during changes.
• Validate successful execution of changes and updates.

1. Vendor & Stakeholder Coordination

• Coordinate with vendors (ISP, OEM) for issue resolution and maintenance.
• Track vendor tickets and ensure timely follow-ups.
• Provide updates to internal teams and Service Delivery Manager.
• Support client communications when required.

1. Documentation & Process Compliance

• Ensure accurate documentation of incidents, changes, and configurations.
• Enforce proper use of ticketing systems and documentation standards.
• Maintain shift handover logs and operational records.
• Ensure compliance with policies, procedures, and audit requirements.

1. Continuous Improvement & Problem Management

• Support root cause analysis (RCA) and implementation of fixes.
• Identify process gaps and recommend improvements.
• Promote knowledge sharing and standardization across the team.
• Contribute to SOPs, runbooks, and knowledge base updates.

1. Onsite & Operational Support

• Support onsite activities when required (critical incidents, deployments).
• Ensure coordination between onsite and remote teams.
• Validate completion of onsite support tasks and documentation.

1. Other Requirements

• Amenable to shifting schedules and client-driven working hours if required.
• Willing to handle multiple clients/accounts in an MSP environment.
• Strong stakeholder management and communication skills. Amenable in working shifting and 24/7 schedules.
• Be able to respond 24/7 when a major incident occurs.
• Agrees to be assigned or reassigned to other MSP clients during the current contract, upon completion or termination of the current engagement, as required by the business. The employee also agrees to accept and perform new roles, responsibilities, or obligations associated with such reassignment, and to adapt to different client environments while maintaining service standards and professionalism

Qualifications:

• Bachelors degree of any IT or computer related course.
• 4–7 years of experience in IT operations/support.
• At least 1–2 years in a supervisory or senior role.
• Relevant certifications (e.g., ITIL, CCNA/CCNP, VMware/Nutanix) are an advantage.
• Strong knowledge of IT infrastructure (network, systems, virtualization).
• Good leadership, self-motivation, fast learning, and strong problem-solving capabilities.
• Have a good command of listening, speaking, reading and writing in English.
• Have a good sense of service and are willing to engage in technical service work.
• Have good document presentation skills and be good at summarizing and outputting research conclusions.
• Have a strong sense of teamwork and ability to achieve good mutual cooperation with the team.
• Have excellent communication and problem analysis capabilities. Be able to respond to and communicate with customers in a timely manner.