Job Description

We are seeking a customer-centric, quality-driven, and automation-minded Operations Manager to lead a 24x7 remote IT operations team supporting global MSP customers. This role is responsible for team performance, operational governance, customer escalations, case management, RCA ownership, service quality, and continuous improvement.

The ideal candidate combines strong people leadership with a solid technical infrastructure background and thrives in a highly collaborative environment. While dedicated Quality Excellence, Automation, and Reporting teams provide specialist support, this leader must champion a Quality-First and Automation-First mindset, leveraging data, insights, and technology to continuously improve customer outcomes and operational efficiency.

Key Responsibilities

Team Leadership

• Lead, coach, and develop Engineers, Senior Engineers, Team Leads, and Supervisors in a 24x7 operational environment.
• Conduct performance reviews, coaching sessions, talent assessments, succession planning, and training programs.
• Foster a high-performance culture built on accountability, collaboration, ownership, and customer focus.

Operations & Case Management

• Own daily operational performance, workload management, queue health, SLA/SLO compliance, and service quality.
• Drive end-to-end incident, request, and case management activities.
• Ensure timely resolution of operational risks and customer-impacting issues.

Customer Escalation & RCA Management

• Act as the primary operational escalation leader for critical customer issues.
• Lead customer recovery efforts, executive communications, and cross-functional resolution activities.
• Own Root Cause Analysis (RCA), corrective and preventive actions (CAPA), and closure governance.
• Ensure lessons learned are translated into operational improvements.

Quality & Automation Leadership

• Champion a Quality-First mindset, ensuring consistent execution, documentation standards, communication quality, and operational excellence.
• Champion an Automation-First culture by identifying opportunities to reduce manual effort, improve consistency, and increase scalability.
• Collaborate with Quality, Automation, and Reporting teams to convert insights into measurable operational improvements.
• Drive continuous improvement initiatives using analytics, trends, and customer feedback.

Required Qualifications

• Build strong partnerships with Product, Engineering, Support, Service Delivery, Customer Success, QA, Automation, and Reporting teams.
• Act as the operational voice of the customer by identifying recurring issues, product gaps, and service challenges.
• Lead or contribute to strategic improvement projects that enhance customer experience, operational effectiveness, and service delivery maturiRequired Qualifications
• 8+ years of experience in IT Operations, NOC, Service Desk, Managed Services, or Infrastructure Support.
• 3+ years of people management experience leading technical operations teams.
• Strong technical background in Windows/Wintel infrastructure, Active Directory, Networking, Virtualization, Monitoring, and Incident Management.
• Proven experience managing customer escalations, RCA processes, and operational governance.

Preferred Qualifications

• Quality-First Mindset
• Automation-First Mindset
• Strong Collaborator & Influencer
• Customer-Obsessed
• Data-Driven
• Continuous Improvement Champion
• Calm Under Pressure
• Strong Communicator & People Leader

Success Measures

• SLA/SLO Performance
• Customer Satisfaction & Escalation Outcomes
• Team Engagement & Retention
• Quality Audit Scores
• RCA Closure Effectiveness
• Automation Adoption & Operational Efficiency
• Continuous Improvement Delivery