Location: Hyderabad, India (Remote, with future transition to onsite)
Position Type: Full-time or Contractor
Overview
We are exploring expansion into Hyderabad and are looking for a strong hybrid IT Systems Engineer and ITSM Lead who can grow into a future leadership role.
This role combines hands-on technical work (L2/L3) with process design and service management (ITSM). You will support daily operations while also building structure, improving workflows, and helping scale a high-performing MSP environment.
The position starts as remote and will transition into an onsite leadership role as the office is established. The long-term goal is to build a team and after-hours support and SOC capability under your leadership.
Key Responsibilities
Technical (L2/L3)
- Handle L2/L3 escalations across client environments
- Support Microsoft 365, Azure, and cloud infrastructure
- Configure and manage network systems (Fortinet, UniFi, VPNs, VLANs)
- Administer Windows servers and Active Directory
- Manage backup, recovery, and endpoint security tools
- Support client onboarding, migrations, and project work
ITSM / Operations
- Design and improve ITSM processes (incident, problem, change, request)
- Standardize ticketing workflows, SLAs, and escalation paths
- Own and optimize PSA/RMM systems (automation, reporting, ticket quality)
- Build and maintain SOPs, runbooks, and documentation standards
- Track and improve KPIs, SLAs, and service performance metrics
- Reduce repeat issues through root cause analysis and process improvements
Leadership Growth
- Work closely with U.S. leadership to align operations
- Help design after-hours support and SOC processes
- Over time, hire, train, and lead a Hyderabad-based team
- Contribute to building a scalable MSP operation from the ground up
Qualifications
- 4–10 years of experience in MSP or similar environment
- Strong hands-on experience with:
- Microsoft 365 and Azure
- Networking (firewalls, switching, VPNs, VLANs)
- Windows Server and Active Directory
- Experience with PSA/RMM tools (ConnectWise, Kaseya, Atera, etc.)
- Solid understanding of ITSM principles or frameworks (ITIL preferred)
- Strong troubleshooting, ownership, and process mindset
- Fluent in English (required)
- Interest in growing into a leadership role
Preferred
- Experience with Fortinet, Acronis, or similar tools
- Exposure to SOC operations, monitoring, and incident response
- Prior experience mentoring or leading small teams
- Experience building or improving service delivery processes
Work Hours
- Initially aligned to U.S. EST business hours
- Will transition to an after-hours coverage model
- Example coverage: 6 PM – 6 AM EST window, split across team shifts
- Rotational schedule, not always overnight
Growth Opportunity
- Transition into Hyderabad Team Lead / Operations Manager
- Move from remote to onsite leadership role
- Help build an after-hours support and SOC team
- Direct ownership of team, processes, and service delivery
Compensation
- Competitive salary based on experience
- Contractor or full-time options available
- Growth path tied to leadership and operational impact
Job Types: Full-time, Permanent
Pay: From ₹90,000.00 per month
Benefits:
Work Location: Remote
