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