Cloud Managed Service Provider (MSP) Leader

Cloud Managed Service Provider (MSP) Leader

Hally are exclusively supporting a hyper-growth Global Cloud Technology Company as they expand across the UAE and KSA. We have an urgent need for an MSP Leader to oversee all of the cloud operations from the HQ in Abu Dhabi.

Responsibilities:

• Primary responsibility is to plan, organize, and manage staff and overall operations to ensure stability of customer’s infrastructure.
• Ability to manage critical escalations internally and externally with C-level.
• Hire, develop, and retain highly responsive and customer-focused engineers to ensure the effective operation of the department.
• Manage tools, systems, and procedures to ensure dynamic management of issues and customer management.
• Ensures all members of assigned technical teams are effective and fully utilized in order to provide high resource utilization.
• Ensure the team delivers effective and efficient incident, problem, change, performance, and fulfillment activities.
• Ensure compliance with standards as defined by Managed Services strategy.
• Deep understanding of technical metrics and how they map to business KPIs.
• Expert in closing any gaps between technical issues and business communications, and help drive improvements through various teams.
• Sets and executes team strategy, including objectives, plans, and policies for area of responsibility so as to develop and deliver innovative solutions and systems in support of Enterprise goals.
• Manages day-to-day work of employees by monitoring budgets, expenses, and scope, and facilitating project delivery and support for complex projects of critical importance.
• Initiates and implements continuous improvements in all areas of IT responsibility.
• Accountable for a 24/7 Network Operation Centre’s (NOC) shift operations and personnel.
• Develop and report on metrics for the performance of the NOC and individual NOC employees, including but not limited to number of escalations and tickets.

Requirements:

• Start-up mentality.
• Strong communication skills in English.
• Bachelor’s degree in computer science, information technology, or any related field.
• Proven 5-10+ years of work experience in an MSP environment managing a team.
• Understanding of Cloud partners such as AWS, Microsoft Azure, Google Cloud, and/or any other cloud providers.
• ITIL Certified.
• Any other relevant certifications to deal with process/project management.
• Ability to work with multiple stakeholders and be the point of escalation for customers.
• Experience in dealing with customers by building trust and relationships.

Company Industry:

• Consulting
• Management Consulting
• Advisory Services

Department / Functional Area:

• IT Software

Keywords:

• Cloud Managed Service Provider (MSP) Leader