Operations Manager – Managed Services & Security

Job Title: Operations Manager – Managed Services & Security
Employment Type: Full-Time
Location: Remote
Reports To: Executive LeadershipRole OverviewSectec is seeking a highly technical, senior-level Operations Manager to lead and oversee both our Managed Services (IT Operations) and Security Operations teams. This role is critical to ensuring the stability, security, and performance of client environments while maintaining operational excellence across all service delivery functions.This is not a purely administrative or people-management role. The ideal candidate must be hands-on, technically strong, and capable of diving deep into complex issues across Microsoft platforms, endpoint management, and cybersecurity tooling. The Operations Manager will be the final technical escalation point, ensuring that tickets, security alerts, and projects are executed correctly, efficiently, and on time.This individual will serve as the central owner of service delivery, employee productivity, and technical quality, while also partnering closely with executive leadership to scale operations and improve security posture across the client base.Key ResponsibilitiesOperational Leadership

• Own and manage day-to-day operations for both the Services Team and Security Team
• Ensure all tickets, alerts, and projects are properly tracked, prioritized, and resolved within defined SLAs
• Actively monitor ticket queues, project boards, and security dashboards on a daily basis
• Identify operational risks, technical gaps, or capacity constraints before they impact clients
• Serve as the senior escalation point for complex technical, security, or client-facing issues
• Establish and enforce operational standards, workflows, and best practices across the organization

Service Delivery & Ticket Management

• Ensure consistent, high-quality ticket handling, documentation, and resolution across all engineers
• Review recurring or systemic issues and drive root-cause analysis and long-term remediation
• Oversee client onboarding, offboarding, and environment standardization
• Coordinate project execution, timelines, and resource allocation across teams
• Ensure service delivery remains proactive rather than reactive

Security Operations Oversight

• Oversee real-time monitoring and response to endpoint security alerts
• Ensure all security incidents are properly triaged, investigated, contained, and documented
• Validate that security alerts are actionable and not generating unnecessary noise
• Enforce baseline security controls across all clients, including MFA, endpoint protection, and patching
• Work with leadership to continuously improve security offerings, risk posture, and response processes
• Ensure security incidents are communicated clearly and appropriately to internal stakeholders and clients

Team Management & Accountability

• Ensure all employees are online, available, and actively working during assigned hours
• Monitor productivity, response times, and workload distribution across the services and security teams
• Provide technical mentorship and leadership to engineers and security staff
• Review work quality and ensure technical standards are consistently met
• Identify performance gaps early and take corrective action when required
• Support hiring, onboarding, training, and performance development of team members

Tooling & Platforms (Hands-On Requirement)The Operations Manager is expected to be highly proficient and hands-on with the following platforms:

• NinjaOne – RMM, patching, monitoring, alerting, and automation
• Microsoft Administration – Microsoft 365, Entra ID (Azure AD), Intune, Exchange
• SentinelOne – Endpoint protection, alert triage, threat investigation, and response

Responsibilities include:

• Ensuring alerts and notifications are properly configured, monitored, and escalated
• Reviewing dashboards and reports regularly to identify trends and risks
• Driving automation and standardization to improve efficiency and reduce manual effort
• Validating that tools are being used effectively and consistently across all clients

Client Communication & Reporting

• Participate in or lead monthly client reviews and operational check-ins
• Present service health, security posture, risks, and improvement plans in a clear and professional manner
• Translate complex technical and security topics into business-focused language
• Support pre-sales discussions, service expansions, and client technical strategy when required
• Act as a trusted technical advisor to clients

Required QualificationsExperience

• 8+ years of experience in IT, MSP, or enterprise environments
• 3+ years in a senior engineering, lead, or management role
• Proven experience overseeing both IT operations and security operations
• Strong background supporting multiple clients or environments simultaneously

Technical Expertise (Required)

• Deep hands-on experience with:
• Microsoft 365 (Exchange, Entra ID/Azure AD, Intune)
• Endpoint management, patching, and device lifecycle management
• EDR/XDR platforms and security alert triage
• Strong understanding of:
• MFA and identity security
• Endpoint protection strategies
• Patch management and vulnerability reduction
• Incident response and containment processes

Leadership & Soft Skills

• Extremely proactive with a strong sense of ownership and accountability
• Able to balance hands-on technical work with team leadership responsibilities
• Highly organized with strong time-management and prioritization skills
• Clear, confident communicator with both technical and non-technical audiences
• Comfortable enforcing standards, pushing back when necessary, and making difficult decisions
• Thrives in a fast-paced, high-responsibility environment

What This Role Is Not

• Not a passive or purely administrative manager
• Not a role that delegates all technical responsibility
• Not a position for someone without strong hands-on technical depth

What Success Looks Like

• Ticket queues are controlled and predictable
• Security alerts are handled promptly with no missed incidents
• Engineers are productive, accountable, and well-supported
• Clients feel informed, secure, and confident in Sectec’s services
• Leadership has clear visibility into operational and security health

Job Type: Full-time

Pay: Rs150,000.00 - Rs200,000.00 per month

Work Location: Remote