Manager, Managed Services Operations - Chennai

ROLE DESCRIPTION SUMMARY

The Manager, Managed Services Operations Center is responsible for leading the Chennai NOC operating Cruise services, acting as service owner for day-to-day operational delivery, SLA/OLA adherence, incident management, change awareness, and continuous improvement of service performance.

The Manager ensures operational stability, effective shift management, and consistent execution of Cruise service operations within a 24/7 Chennai NOC environment.

PRIMARY RESPONSIBILITIES / KEY RESULT AREAS

1. Incident & Major Incident Management
• Take ownership of all incidents, ensuring proper logging, categorization, and restoration in line with SLA/OLA, with timely and high-quality updates to customers and management
• Manage real-time escalations, ensuring key stakeholders and senior leadership/SLT remain in-formed during major incidents in a clear and concise way
• Support Root Cause Analysis (RCA) & Post-Incident Reviews, provide structured feedback/action items to team for learning as well as to CSI for continuous process improvement.

2. Change Management
• Ensure NOC engineers are situationally aware of Change Requests (CRs) impacting services handled by the NOC.
• Enforce the 4-Eye Principle for NOC-executed changes, with the goal that high-impact changes undergo thorough review and approval.
• Provide feedback to CSI-team on change execution issues, helping refine processes while main-taining focus on execution.

3. Knowledge Management
• Ensure NOC engineers strictly follow documented SOPs, notifying gaps in procedures to CSI for updates
• Provide feedback on incident handling challenges, ensuring CSI-team updates troubleshooting runbooks accordingly.
• Facilitate knowledge sharing across shifts to ensure consistency in resolution approaches and best practices such as Shift Handover, Closure Codes, etc

4. Shift & Performance Management
• Ensure all shifts are aligned with incident management expectations, tracking adherence to SLA/OLA requirements.
• Monitor real-time dashboards, ensuring no incident backlog and proper ticket handling.
• Provide feedback to CSI-team and senior leadership on operational challenges impacting shift performance.

5. People Management & Team Development
• Act as the first point of escalation for NOC staff, making quick and informed operational decisions.
• Guide and mentor NOC engineers, ensuring adherence to operational best practices and perfor-mance expectations, objective setting and shift scheduling
• Conduct performance reviews, provide constructive feedback, and facilitate continuous skills de-velopment and recognition to foster a high-performance culture and motivated team
• Foster a ownership culture with required escalations only after proper due diligence , reinforcing accountability within the NOC team.

6. Strategic Alignment, Automation, and Resilience
• Collaborate closely with adjacent operational support functions to ensure effective alignment between real-time operations and advanced support capabilities.
• Drive identification of operational gaps, inefficiencies, and recurring issues, ensuring they are clearly captured, escalated, and followed through to resolution.
• Promote disciplined documentation practices by ensuring missing procedures, knowledge gaps, and unclear operational scenarios are consistently identified and fed into continuous improvement processes.
• Support the implementation of automation and operational enhancements to improve efficiency, reduce manual effort, and strengthen overall service resilience.

QUALIFICATIONS & EXPERIENCE
• Bachelor of Engineering in Telecommunications, Information Technology, or related field
• 10+ years of experience in the satellite or wireless communications industry
• Experience in 24/7 operations and incident management
• Hands-on experience with VSAT platforms and associated ground segment systems
• Solid operational experience supporting MEO and GEO satellite services
• Strong understanding of monitoring systems, ticketing tools, and operational processes
• ITIL knowledge or certification preferred
• Fluency in English

SES and its Affiliated Companies are committed to providing fair and equal employment opportunities to all. We are an Equal Opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, pregnancy, sex, sexual orientation, gender identity, national origin, age, genetic information, protected veteran status, disability, or any other basis protected by local, state, or federal law.

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