IFI Techsolutions
Website:
ifi.tech
Job details:
Job Description: Manager – Managed Services (Azure)
Role Overview
Manager – Managed Services (Azure) serves as the highest technical escalation authority within the Azure Managed Services practice, ensuring the stability, reliability, security, and governance of customer environments. This role is responsible for leading critical incident management, driving operational excellence, ensuring SLA compliance, and providing leadership to the Managed Services support team operating in a 24x7 environment.
Key Responsibilities
- Act as the final technical escalation point for critical Azure production incidents (P1/P2).
- Lead major incident response, root cause analysis (RCA), and implementation of preventive measures.
- Provide technical oversight across Azure infrastructure, networking, security, backup, disaster recovery, and monitoring services.
- Review and approve high-risk production changes, technical designs, and operational decisions.
- Govern Managed Services operations, including SOPs, runbooks, operational processes, and service standards.
- Lead and mentor the Managed Services team, including Engineer – MSP, Senior Engineer – MSP, and Consultant – MSP resources.
- Monitor and review operational KPIs such as SLA compliance, MTTR, incident trends, service availability, and customer satisfaction.
- Drive automation, process optimization, and continuous service improvement initiatives.
- Engage with customers during critical escalations, service reviews, and operational governance meetings.
- Collaborate with internal delivery, security, and architecture teams to ensure service excellence.
- Manage IT audit activities, including control validation, evidence collection, documentation reviews, compliance reporting, and remediation tracking.
Required Experience & Skills
- 10+ years of overall IT experience, with at least 6+ years managing Azure Managed Services environments.
- Strong expertise in:
- Azure Virtual Machines (VMs)
- Virtual Networks (VNets), Load Balancers, and Network Security Groups (NSGs)
- Microsoft Entra ID, RBAC, and Privileged Identity Management (PIM)
- Azure Backup and Azure Site Recovery (ASR)
- Azure Monitor, Log Analytics, and operational monitoring
- Experience managing 24x7 Managed Services operations and support teams.
- Proven capability in major incident management and customer-facing escalations.
- Strong leadership, stakeholder management, and communication skills.
- Experience with ITIL-based service management processes.
- Exposure to IT audits, compliance frameworks, operational controls, and governance practices.
Preferred Qualifications
- Microsoft Azure certifications (AZ-104, AZ-305, AZ-500, or equivalent).
- ITIL Foundation or higher certification.
- Experience in cloud operations governance, automation, and service transformation initiatives.
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