MSP Lead AWS Managed Services

Role: MSP Lead – AWS Managed Services

Location: Pune (Hybrid) Koregaon Park

Experience: 10–14 Years

Department: Managed Services

Role Summary

The MSP Lead – AWS Managed Services owns end-to-end Managed Services delivery for a growing portfolio of enterprise cloud customers. This role is accountable for operations, onboarding, SLA compliance, team leadership, service continuity, and scalability of the MSP function.

The MSP Lead ensures that customer delivery remains stable and predictable despite growth, team changes, or customer expansion, while continuously maturing MSP processes and capabilities.

Key Responsibilities

1. MSP Delivery & Operations Ownership

•Own Managed Services delivery for multiple enterprise AWS customers, with scope designed to scale as the MSP business grows.

•Ensure compliance with SLAs, SLOs, KPIs, and contractual commitments.

•Oversee 24×7 operations including incident, problem, change, and request management.

•Act as the final escalation point for major incidents and customer escalations.

•Drive operational stability, security, performance, and cost efficiency.

•Ensure consistent service reporting, governance, and executive visibility.

2. Service Continuity & Team Stability (Critical)

•Ensure uninterrupted service delivery despite:

oEngineer attrition

oRole changes

oTeam scaling

•Eliminate single-point dependencies through:

oStandardized runbooks and SOPs

oCross-training and shadowing models

oBackup and succession planning for key roles

•Own onboarding and ramp-up of new MSP engineers, ensuring productivity within defined timelines.

•Maintain a stable operating model even as team composition evolves.

3. Customer Onboarding & Service Transition

•Own customer onboarding into MSP operations.

•Lead knowledge transition from project / delivery teams to MSP.

•Ensure standardized onboarding covering:

oAccess, tooling, monitoring, escalation paths

oDocumentation, runbooks, and SOPs

•Define clear RACI and operating models for each customer.

4. SLA, Governance & Customer Success

•Be accountable for SLA adherence, service quality, and customer satisfaction.

•Lead monthly service reviews and QBRs.

•Build trusted relationships with customer stakeholders.

•Proactively identify risks, capacity constraints, and improvement areas.

•Support service expansion and optimization opportunities in collaboration with sales and pre-sales.

5. MSP Team Leadership

•Lead and manage L1/L2/L3 MSP engineers.

•Define team structure, shifts, on-call rotations, and scaling plans.

•Conduct performance reviews and skill development planning.

•Build a culture of ownership, accountability, documentation, and operational discipline.

6. Technical Governance & Continuous Improvement

•Provide technical oversight for:

oSecurity posture improvements

oCost optimization initiatives

•Ensure adherence to AWS Well-Architected Framework and security best practices.

•Drive automation, tooling, and process maturity to enable non-linear scale of MSP operations.

Required Skills & Experience

•10–14 years of IT experience, with 5+ years in AWS Managed Services / Cloud Operations

•Proven experience leading multi-customer MSP environments

•Strong understanding of:

oAWS core services

oMSP operational processes (incident, change, monitoring, backup/DR)

•Experience with MSP tooling (CloudWatch, Datadog, Grafana, PagerDuty, Jira, Terraform, GitHub).

•Strong customer-facing communication and escalation handling skills.

Certifications (Preferred)

•AWS Solutions Architect – Associate / Professional

•AWS SysOps Administrator

•ITIL Foundation (Nice to Have)

Success Metrics (Internal)

•SLA compliance and service stability

•Zero or minimal service impact due to team changes

•Time-to-productivity for new engineers

•Customer satisfaction and retention

•MSP scalability and operational maturity

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