Manager, Managed Services Operations – NOC (Chennai)

About the role

The Manager, Managed Services Operations leads the Chennai Network Operations Center (NOC) that delivers Cruise services 24/7. You will own day‑to‑day service delivery, ensure SLA/OLA compliance, and drive continuous improvement across incident, change, and knowledge management.

Key responsibilities

• Take full ownership of incidents and major incidents, ensuring accurate logging, categorisation, timely restoration, and clear communication with customers and senior leadership.
• Manage real‑time escalations and support root‑cause analysis and post‑incident reviews to feed continuous‑service‑improvement initiatives.
• Oversee change management within the NOC, enforce the 4‑Eye principle for high‑impact changes, and provide feedback to the CSI team.
• Ensure strict adherence to documented SOPs, identify procedural gaps, and facilitate knowledge sharing across shifts.
• Monitor shift performance, track SLA/OLA adherence, prevent incident backlogs, and report operational challenges to senior leadership.
• Act as the first escalation point for NOC staff, make rapid operational decisions, mentor engineers, conduct performance reviews, and foster a high‑performance culture.
• Collaborate with adjacent support functions to enhance automation, resilience, and strategic alignment of services.

Required profile

• Proven experience leading a NOC or similar 24/7 operations environment.
• Strong background in incident, major‑incident, and change management.
• Demonstrated ability to manage shift schedules, monitor performance metrics, and drive SLA compliance.
• People‑management skills with experience in coaching, performance reviews, and building accountable teams.
• Excellent communication skills for stakeholder updates during incidents and major events.

Required skills