Job Description

Job description:

--------------------

Role Overview

The

Managed Services Lead

is responsible for designing, implementing, and overseeing enterprise-grade

Managed Services delivery frameworks

across cloud, infrastructure, and application environments.

This role ensures operational excellence through

standardization, automation, AI-driven monitoring, and continuous improvement

-- delivering predictable outcomes and superior service experience for customers.



The individual will collaborate with delivery, automation, and competency teams to build

Next-Gen Managed Services capabilities

, including

AIOps, FinOps, SRE, and proactive incident management

.

Key Responsibilities

Managed Services Strategy & Framework Design

Define the

Managed Services operating model

, including processes, SLAs, and escalation frameworks across Cloud, Infra, and Application layers. Build standardized delivery models --

24x7 operations, follow-the-sun support, and AI-led monitoring

. Establish service catalog and service-level definitions (SLA, OLA, KPIs) aligned to ITIL, ITSM, and SRE practices. Develop reusable

service transition frameworks

for onboarding new customers and environments.

Service Delivery Excellence

Lead

service operations

teams to ensure SLA adherence, availability, and performance commitments. Drive

incident, problem, change, and release management

through best-in-class ITSM tools (ServiceNow, Jira Service Management, etc.). Implement

proactive monitoring and observability

using tools such as Datadog, Dynatrace, Splunk, Azure Monitor, and AWS CloudWatch. Govern managed service engagements via dashboards, reviews, and operational scorecards. Manage

service transition and steady-state operations

, ensuring stable and secure operations post-migration.

Automation, AIOps & Innovation

Integrate

AI/ML-driven capabilities (AIOps)

for anomaly detection, predictive alerting, and autonomous remediation. Build automation scripts and workflows for routine operational tasks using

Ansible, Python, Terraform, or ServiceNow Orchestration

. Collaborate with DevOps and Platform Engineering teams to embed automation and observability within CI/CD pipelines. Continuously evaluate new tools and platforms that enhance operational resilience, cost efficiency, and user experience.

Governance, Compliance & Continuous Improvement

Establish and enforce

governance frameworks

for compliance, security, and performance monitoring. Conduct

regular service reviews

-- SLA performance, incident trends, and cost optimization. Define and track

operational KPIs

such as MTTR, MTTD, CSAT, SLA compliance, and automation coverage. Drive a culture of

continuous improvement (Kaizen)

-- identifying process optimization and technology upgrades.

Collaboration & Stakeholder Engagement

Partner with

Sales and Pre-Sales teams

to define Managed Services offerings and support RFPs, solutioning, and pricing. Work with

Service Delivery Managers

and

Account Leads

to ensure customer satisfaction and value realization. Collaborate cross-functionally with

Cloud, Security, and Infrastructure practices

to deliver integrated managed services. Act as a

trusted advisor

for clients on service optimization, modernization, and automation opportunities.

Capability Building & Knowledge Management

Develop

training programs and playbooks

to upskill managed services engineers and service managers. Build and maintain

runbooks, SOPs, knowledge bases, and reusable frameworks

for operational standardization. Drive

certification readiness and competency improvement

across ITIL, SRE, and Cloud Operations. Contribute to the

Managed Services Center of Excellence (CoE)

with new accelerators, dashboards, and automation templates.

Core Competencies & Skills

Technical Expertise

Strong understanding of

Cloud & Infrastructure Operations

(Compute, Network, Storage, IAM, Backup, DR). Proficiency with

Cloud Platforms:

AWS, Azure, or GCP. Expertise in

ITSM processes

(Incident, Problem, Change, Service Request, Release Management). Experience with

Monitoring & AIOps tools:

Datadog, Dynatrace, LogicMonitor, Splunk, ServiceNow, BigPanda, Moogsoft. Familiarity with

Infrastructure as Code (Terraform, Ansible)

and

DevOps automation pipelines

. Understanding of

Security Operations (SIEM, vulnerability management)

and compliance governance. Knowledge of

FinOps and cost optimization

for managed environments.

Experience level: 10-18yrs

If you're interested in this opportunity, we'd be happy to receive your updated CV. Simply click the email link below, or copy and paste the email address:

careers@innominds.com