OwlSure, the business unit of ValueMomentum is hiring Lead
- Client Success Job Title: Managed Services Delivery & ITOps Lead

Location:
Hyderabad, India (Hybrid / Office-based) Shift Pattern: Mid-Shift / Blended Shift (typically 2:30 PM to 11:30 PM IST to support up to 1:00 PM EST) Flexibility Required: Occasional extended hours to support critical incidents, deployments, or strategic US client meetings. Team Size Managed: 10–15 Engineers (based in India) Job Summary We are seeking a high-caliber Managed Services Delivery & ITOps Lead in Hyderabad to champion IT Operations, automation strategy, and cloud management for a key US-based enterprise customer. In this hybrid role, you will serve as the primary offshore Service Delivery Manager (SDM) to the US client while acting as the technical anchor and people manager for a dedicated team of 10 to 15 systems and cloud engineers in India. This position operates on a mid-shift model to provide critical overlapping coverage with the US business day until 1 PM EST. The ideal candidate bridges the gap between technical excellence and executive client management. You must possess a deep background in traditional ITOps, hands-on experience implementing AI and automation to eliminate operational toil, a solid operational understanding of AWS, and the polished communication skills required to manage C-suite US stakeholders.

Key Responsibilities
US Client Service Delivery & Account Management (SDM)
• Serve as the primary offshore point of contact for the US customer’s leadership team, aligning availability to support their operations until 1 PM EST daily.
• Lead regular operational reviews (weekly, monthly, quarterly) tailored to US business timelines to report on SLA performance, system uptime, and incident trends.
• Manage SLAs, OLAs, and KPIs strictly, ensuring all service credits, compliance boundaries, and contractual obligations are met or exceeded.
• Act as the critical escalation point for major incidents, ensuring rapid resolution, cross-team coordination, and transparent communication during critical US-time zone outages,



with the flexibility to extend hours occasionally when critical situations demand it. Automation & AI Leadership (Efficiency & Innovation)
• Deliver the automation roadmap to eliminate manual tasks, reduce human error, and accelerate incident resolution across infrastructure and cloud operations.
• Lead AI-driven initiatives, such as implementing AIOps for predictive monitoring, deploying intelligent alerting mechanisms, and integrating LLMs/AI assistants to streamline internal workflows.
• Standardize Infrastructure as Code (IaC) practices (e.g., Terraform, Ansible) within the team to ensure consistent, repeatable deployment models.
• Measure and report on automation ROI, tracking key metrics like Mean Time to Resolve (MTTR) reduction and hours saved. IT Operations & Team Leadership (Hyderabad)
• Directly manage and mentor a team of 10–15 engineers in Hyderabad, providing technical guidance, conducting performance reviews, and structuring robust 24/7 or shift-based coverage.
• Oversee day-to-day IT Operations, including infrastructure management, network monitoring, patching, backup/recovery, and system administration.
• Enforce ITIL frameworks across the team, establishing robust processes for Incident, Problem, Change, and Request Management.
• Conduct Root Cause Analysis (RCA) for critical infrastructure incidents and implement permanent preventative fixes. Cloud Operations Oversight (AWS & Azure)
• Govern the customer's cloud environments, ensuring high availability, security compliance, and architectural best practices.
• Collaborate on AWS operations, overseeing core services (EC2, RDS, S3, IAM, CloudWatch) and optimizing workloads using the AWS Well-Architected Framework.
• Support hybrid/multi-cloud frameworks, understanding Azure baselines (VMs, Entra ID,



Azure Monitor) to manage cross-platform dependencies. Required Skills & Qualifications Experience & Leadership
• 8+ years of experience in IT Infrastructure and Operations management.
• 5+ years of experience in a customer-facing Service Delivery Manager (SDM) or Technical Account Manager (TAM) role, directly managing US or international clients from an offshore delivery center.
• Proven track record of managing engineering teams of 10+ resources in shift-based or follow-the-sun environments.
• Operational Flexibility: Must be comfortable working a regular mid-shift pattern (ending late evening IST) and have the flexibility to occasionally extend hours to support critical items, high-priority rollouts, or major incident resolutions. Technical Skills (ITOps, Cloud, & Automation)
• Expertise in ITOps & Automation: Robust background in Linux/Windows administration, scripting (Python, PowerShell, Bash), configuration management tools (Ansible, Chef, or Puppet), and IaC (Terraform).
• AI & AIOps Exposure: Familiarity with modern AIOps platforms, automated self-healing workflows, or leveraging generative AI APIs to build internal operational efficiencies.
• Cloud Competency: Solid functional and operational understanding of AWS and Azure. Ability to review and analyze logs and guide engineers through complex cloud issues.
• Process Mastery: Deep knowledge of ITIL frameworks (ITIL v4 certification is a strong plus). Soft Skills
• Executive US Communication: Exceptional verbal and written communication skills with a proven ability to communicate with extreme clarity, confidence, and empathy with US-based enterprise executives.
• Conflict Resolution: Calm under pressure with a natural ability to manage high-stakes client escalations and negotiate win-win outcomes. Preferred Certifications
• AWS Certified SysOps Administrator or AWS Certified Solutions Architect – Associate
• ITIL Foundation or Intermediate certification
• Certification or proven training in Automation tools (e.g., HashiCorp Terraform Associate)

📌 Customer Success Lead (Hyderabad)
🏢 OwlSure
📍 Hyderabad