Title: NOC Infrastructure Operations Manager (MSP)
Remote | India
About the Client
InCommon is hiring on behalf of a client - an Australian-owned Managed Service Provider (MSP), headquartered in Melbourne. Our client runs day-to-day IT operations for mid-market customers across networking, infrastructure, security, and Microsoft 365 keeping their environments secure, available, and performing to agreed service levels, 24x7.
Mandatory Requirement
This role is strictly for candidates with prior, hands-on experience inside a Managed Services Provider (MSP) supporting multiple external customer environments concurrently under SLA. Candidates from single-customer internal IT teams, or from pure service-desk/ticket-triage backgrounds, will not be considered.
About the Role
We're 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: monitoring, patching, backup validation, change testing, and security event triage across multiple customer accounts at once. You won't be doing the technical work yourself day to day, but you need enough range across networking, infrastructure, security, and Microsoft 365 to guide the team, make the call when something's ambiguous, and reduce unnecessary escalation.
What You'll Own
- Proactive Monitoring & Event Management: Oversee real-time monitoring across customer environments (network, endpoint, cloud, security), ensuring events are triaged by business impact and escalated appropriately
- Patch & Change Governance: Own patch management cycles across client environments: scheduling, validation, exception handling, and remediation of failures, with proper change control before anything hits production
- Backup & Recovery Assurance : Ensure backups are completing successfully and are actually recoverable, not just “running”- coordinate remediation when they're not
- Incident & Major Incident Management: Drive timely escalation, RCA, and corrective action for major incidents and recurring problems, and act as the point of technical judgment when a decision needs to be linked back to customer impact
- Reducing Unnecessary Escalation: Build the team's capability and clarity so that issues are resolved at the right level, rather than routinely escalating to specialist/Level 4 engineers
- Team Leadership: lead, coach, and hold a team of engineers accountable; set clear expectations, and address underperformance directly rather than working around it
- Customer Communication: Provide clear, timely updates during outages and maintenance activities, and represent our client's operational standard to the customer
What We're Looking For
- 6+ years in IT Operations, NOC, or Managed Services, with genuine hands-on ownership of monitoring, patching, backups, and change/incident management - not primarily service-desk ticket coordination
- Mandatory: experience working inside a Managed Services Provider (MSP), supporting multiple external customer environments concurrently
- Working understanding across 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 - comfortable making a call with incomplete information when a customer issue is live
- ITIL v4 knowledge is a plus, certification not required
What Success Looks Like
- A team that resolves issues at the right level, with escalations to specialist engineers going down, not up.
- Consistent, high-quality service delivery across every customer account, not just the loudest one.
- Ownership of customer outcomes, not just completed tasks.
- A team that knows exactly what's expected of them, and is held to it.