• Own AutoTask as the source of truth for service delivery. Configuration, workflows, ticket categories, time entry hygiene, billing accuracy, and reporting. • Partner with the CEO, Compliance Lead, and Delivery leadership to design the operating model for a compliance-oriented MSP. • Validate scope, resourcing requirements, dependencies, and customer readiness. Schedule kickoffs. Confirm the right people are assigned with the right hours allocated. • Maintain a clear, current view of engineer and architect capacity across the delivery team. Forecast capacity against the sales pipeline. • Own Moovila as the project execution platform. Ensure projects are set up correctly, tasks are sequenced, dependencies are mapped. • Build and maintain the operational scorecard for the delivery and managed services organizations. Publish weekly. Investigate variances. • Document how delivery and managed services actually work at Agile IT. Build SOPs for project intake, kickoff, status reporting, change orders, project close, MSP onboarding, recurring service delivery, and customer handoff between project and managed services. • Partner with Sales on pipeline-to-capacity visibility. Partner with the Client Success Program on customer transitions from project delivery into managed services.

Manage tank farm and laboratory operations, ensuring safety and efficiency. Develop team capabilities, oversee maintenance and capital projects, and ensure compliance with quality systems and performance metrics.

• Managing customers’ expectations, Ideation and working on automation projects • Participating in Team Huddles and showing enough Teamwork to provide solutions to any issues • Ensure solutions are implemented on fast track basis and work closely with onshore unit to ensure seamless client delivery. • Audit observations if any, must be closed in an effective and timely manner. • Ensures efficient processing of transactions, adherence to service standard and quality services to both internal and external customers. • Acts as an authorizer/maker. • Ensures that the practice and procedures stated in relative manual have been strictly followed during the course of transaction processing. • Recommends actions in relation to changes in law, Rules of International Chamber of Commerce, Government regulations and bank policies which will affect the import scenario. • Taking corrective and preventive action based on Customer complaints, Ops error and quality/RCSA analysis. • Recommend changes in SOP, OPM & ADM with an aim to improve service levels without compromising on controls. • Recommend trainings and workshops to plug knowledge gap and embed ‘Ownership of resolution’ at grass-root level for effective results • Immediately escalates any error/customer complaints/service defect/issues raised by counter party to the manager. • Shares responsibility with his/her seniors.

• Manage Enterprise Backup (Veritas-NetBackup, DELL-DPS, Azure backups), Backup storage platforms (Data domain, StoreOnce, Flex appliance), Tape Library Technologies. • Ensure critical services data protection, fast recovery, and availability of latest and historical data on primary, secondary and remote location sites, define policies and agreements with service owners and do periodic reviews to enforce critical data are protected. • Act as the first provider of solutions, advice, and consultancy for Backup platform related problems of high complexity by analyzing the situation, recommending a solution and document it. • Contributes to the identification of opportunities for continuous improvement of Backup systems, processes, and practices considering international best practice. • Manage Azure native backup solutions, AKS deployments and support. • Proactively manage and monitor daily backup jobs, ensuring high success rates and timely resolution of failures. • No backup failure should remain unattended for more than one day unless there is a strong and valid justification. • Ensure all backup‑supported hardware and applications remain healthy and fully operational. • Maintain redundant backup copies and ensure RPO compliance. • Perform regular backup capacity planning, forecasting growth, and optimizing storage utilization to prevent resource constraints. • Lead backup‑related incident management, including root cause analysis, remediation, and preventive controls. • Ensure backup processes meet regulatory, audit, and compliance requirements (SOC, ISO, internal audits), with complete documentation and evidence readiness. • Drive backup‑related initiatives including scoping, solution design, resource planning, and stakeholder engagement. • Coordinate weekly governance meetings with backup vendors to track SLAs, review performance, and drive continuous improvement. • Maintain accurate inventory of backup infrastructure, media, licenses, and contracts across environments. • Deliver executive dashboards and regular operational reports on backup health, success rates, capacity trends, and risk indicators. • Lead, mentor, and manage backup operations resources, ensuring skill development, accountability, and operational excellence. • Identify, assess, and mitigate backup and recovery risks to strengthen data protection, disaster recovery readiness, and business resilience.