Key Responsibilities :

- Act as the single point of contact for day-to-day managed-services operations.

- Manage service delivery across infrastructure, backup, database, network security, monitoring, and disaster recovery functions.

- Ensure services are delivered in accordance with agreed SLAs, KPIs, operating procedures, and contractual requirements.

- Review incident, problem, change, capacity, availability, and performance reports.

- Coordinate the resolution of major incidents and act as the first management escalation point.

- Ensure root-cause analyses and corrective-action plans are completed for recurring and high-impact incidents.

- Manage service risks, dependencies, issues, and improvement initiatives.

- Coordinate activities with FTA teams, OEM vendors, third-party service providers, and the existing MSP.

- Ensure operational documentation, escalation matrices, runbooks, and governance records remain current.

- Prepare and present SLA, KPI, capacity, availability, incident, and service-improvement reports.

- Maintain customer satisfaction and ensure timely resolution of service concerns.

Required Skills :

- Strong understanding of ITIL service-management practices.

- Experience managing enterprise infrastructure managed-services contracts.

- Knowledge of incident, problem, change, configuration, capacity, and availability management.

- Strong stakeholder, vendor, and escalation management skills.

- Understanding of Nutanix, Linux, Windows, backup, database, network, security, and DR operations.