Operations Manager - Managed Services
First seen by Alion on Sep 28, 2026.
Role Overview:
We are looking for an Operations Manager to lead our client's India-based Managed Services team, a group of engineers responsible for the proactive, day-to-day health of customer environments.
This is a hands-on operations role involving monitoring, patching, backup validation, change testing, and security event triage across multiple customer accounts.
You will need enough range across networking, infrastructure, security, and Microsoft 365 to guide the team and reduce unnecessary escalation.
What You'll Own:
- Proactive Monitoring & Event Management: Oversee real-time monitoring across customer environments, ensuring events are triaged by business impact.
- Patch & Change Governance: Own patch management cycles, including scheduling, validation, and exception handling with proper change control.
- Backup & Recovery Assurance: Ensure backups are completing successfully and are recoverable, coordinating remediation when necessary.
- Incident & Major Incident Management: Drive timely escalation, RCA, and corrective action for major incidents.
- Reducing Unnecessary Escalation: Build team capability so issues are resolved at the right level.
- Team Leadership: Lead, coach, and hold a team of engineers accountable.
- Customer Communication: Provide clear, timely updates during outages and maintenance activities.
What We're Looking For:
- 6+ years in IT Operations, NOC, or Managed Services with hands-on ownership of monitoring, patching, and incident management.
- Mandatory: Experience working inside a Managed Services Provider (MSP) supporting multiple external customer environments.
- Working understanding of networking, infrastructure, and security.
- Familiarity with Microsoft technologies: Azure, Intune, Azure Virtual Desktop, M365.
- Exposure to Cisco, Meraki, or enterprise networking and security tooling.
- People management experience.
- Strong decision-making under ambiguity.
- ITIL v4 knowledge is a plus.
What Success Looks Like:
- A team that resolves issues at the right level, with reduced escalations to specialist engineers.
- Consistent, high-quality service delivery across every customer account.
- Ownership of customer outcomes.
- A team that knows exactly what is expected of them.
Skills
IT Operations, IT Infrastructure, ITIL