Manager, Managed Services Operations - Chennai
ROLE DESCRIPTION SUMMARY
The Manager, Managed Services Operations Center is responsible for leading the Chennai NOC operating Cruise services, acting as service owner for day-to-day operational delivery, SLA/OLA adherence, incident management, change awareness, and continuous improvement of service performance.
The Manager ensures operational stability, effective shift management, and consistent execution of Cruise service operations within a 24/7 Chennai NOC environment.
PRIMARY RESPONSIBILITIES / KEY RESULT AREAS
1. Incident & Major Incident Management
• Take ownership of all incidents, ensuring proper logging, categorization, and restoration in line with SLA/OLA, with timely and high-quality updates to customers and management
• Manage real-time escalations, ensuring key stakeholders and senior leadership/SLT remain in-formed during major incidents in a clear and concise way
• Support Root Cause Analysis (RCA) & Post-Incident Reviews, provide structured feedback/action items to team for learning as well as to CSI for continuous process improvement.
2. Change Management
• Ensure NOC engineers are situationally aware of Change Requests (CRs) impacting services handled by the NOC.
• Enforce the 4-Eye Principle for NOC-executed changes, with the goal that high-impact changes undergo thorough review and approval.
• Provide feedback to CSI-team on change execution issues, helping refine processes while main-taining focus on execution.
3. Knowledge Management
• Ensure NOC engineers strictly follow documented SOPs, notifying gaps in procedures to CSI for updates
• Provide feedback on incident handling challenges, ensuring CSI-team updates troubleshooting runbooks accordingly.
• Facilitate knowledge sharing across shifts to ensure consistency in resolution approaches and best practices such as Shift Handover, Closure Codes, etc
4. Shift & Performance Management
• Ensure all shifts are aligned with incident management expectations, tracking adherence to SLA/OLA requirements.
• Monitor real-time dashboards, ensuring no incident backlog and proper ticket handling.
• Provide feedback to CSI-team and senior leadership on operational challenges impacting shift performance.
5. People Management & Team Development
• Act as the first point of escalation for NOC staff, making quick and informed operational decisions.
• Guide and mentor NOC engineers, ensuring adherence to operational best practices and perfor-mance expectations, objective setting and shift scheduling
• Conduct performance reviews, provide constructive feedback, and facilitate continuous skills de-velopment and recognition to foster a high-performance culture and motivated team
• Foster a ownership culture with required escalations only after proper due diligence , reinforcing accountability within the NOC team.
6. Strategic Alignment, Automation, and Resilience
• Collaborate closely with adjacent operational support functions to ensure effective alignment between real-time operations and advanced support capabilities.
• Drive identification of operational gaps, inefficiencies, and recurring issues, ensuring they are clearly captured, escalated, and followed through to resolution.
• Promote disciplined documentation practices by ensuring missing procedures, knowledge gaps, and unclear operational scenarios are consistently identified and fed into continuous improvement processes.
• Support the implementation of automation and operational enhancements to improve efficiency, reduce manual effort, and strengthen overall service resilience.
QUALIFICATIONS & EXPERIENCE
• Bachelor of Engineering in Telecommunications, Information Technology, or related field
• 10+ years of experience in the satellite or wireless communications industry
• Experience in 24/7 operations and incident management
• Hands-on experience with VSAT platforms and associated ground segment systems
• Solid operational experience supporting MEO and GEO satellite services
• Strong understanding of monitoring systems, ticketing tools, and operational processes
• ITIL knowledge or certification preferred
• Fluency in English
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