Requisition Number: 20328

Contract Type: Permanent

Location(s):

Chennai, IN

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 setting.

Primary Responsibilities / Key Result Areas

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.
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.
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
Shift & Performance Management
Ensure all

📌 Manager, Managed Services Operations (Chennai)
🏢 SES Satellites
📍 Chennai