MSP Lead

Team Building & Leadership

• Recruit, onboard, and develop a high-performing MSP operations team, including Cloud Operations Engineers and Service Desk staff
• Define career development paths, training programs, and AWS certification strategies for team members.
• Ensure all MSP practice staff complete required AWS accreditations and annual security awareness training.

Service Delivery & Operations

• Design and implement end-to-end managed services delivery frameworks covering:
  • 24×7 Service Desk operations
  • Incident and Problem Management
  • Change and Release Management
  • Configuration Management
  • Patch Management
  • Disaster Recovery and Backup
• Define, measure, and report on Service Level Agreements (SLAs) for all managed services customers
• Establish event management and monitoring capabilities, including anomaly detection and predictive monitoring
• Implement and manage the ITSM platform (Jira Service Management) to support the full service lifecycle

Security & Compliance

• Ensure implementation of AWS account security baseline configurations across all managed customer accounts
• Oversee vulnerability management, access key exposure detection, and security event logging
• Maintain identity and access management standards, including MFA enforcement and role-based access with temporary credentials
• Ensure compliance with security policies and procedures (SOC 2 / ISO 27001 alignment)

Cloud Financial Management

• Regularly assess customer AWS costs and provide optimization recommendations.
• Implement tooling for cloud spend monitoring, measurement, and reporting

Governance & Continuous Improvement

• Establish operational readiness processes and checklists for customer onboarding
• Define and execute a continuous improvement program with regular reviews of operational processes
• Maintain knowledge management systems for operational procedures and customer workload details
• Lead risk management documentation, including identification, mitigation, and ongoing monitoring
• Manage supplier selection and evaluation processes for third-party tools and services

Customer Engagement

• Own the customer satisfaction measurement program and ensure feedback is collected and actioned
• Ensure clear communication of the Shared Responsibility Model and RACI between Renova Cloud and customers
• Support Go-To-Market efforts by working with sales teams to identify and qualify managed services opportunities
• Drive MSP practice growth through onboarding new customers and expanding existing engagements

AWS MSP Competency Alignment

• Act as the primary owner of the AWS MSP Competency audit preparation and renewal process
• Ensure all mandatory controls are continuously met
• Prepare the team and documentation for the Full Audit and annual Performance-Based Renewals
• Maintain relationships with AWS Partner Development Managers (PDMs) and the AWS MSP Program team