Managed Services Manager

About the Company

ViewQwest is an award-winning provider of connectivity, managed network, and cybersecurity services operating across Southeast Asia. We connect enterprises and businesses with secure, high-performance network solutions, and we are building out our bid function to win more.

You will run the engine room of a Managed Services Provider (MSP) operation, owning both the client relationship and the network that sits behind it. This is a hands-on leadership role, not a pure reporting job. You will lead a service desk and L1/L2 engineering team, act as the senior escalation point for high-priority network incidents, and be the person clients call when something matters. You will own SLA performance, network uptime, and the continuous improvement agenda that keeps both moving in the right direction.

It suits someone who has lived in an MSP or NOC environment, is fluent in routing, SD-WAN and firewall security, and is equally comfortable explaining an RCA to a non-technical client executive.

What you'll do

Client and service management

• Own the client relationship as primary point of contact — understand their business objectives and translate them into service outcomes.
• Drive SLA adherence across incident response, resolution times, and uptime guarantees.
• Produce weekly and monthly service performance reporting for clients and internal stakeholders.
• Partner with account management and engineering to align delivery with client roadmaps.

Team leadership

• Lead, coach and develop a team of L2 network engineers, and collaboration specialists.
• Act as the escalation point for P1/P2 incidents and complex troubleshooting.
• Run performance reviews and build training plans that lift both technical depth and service quality.

Network and security operations

• Ensure performance, availability and security of client network infrastructure — LAN, VLANs, BGP, OSPF, MPLS, SD-WAN.
• Oversee proactive monitoring, preventive maintenance, and capacity planning.
• Work with L3 and security engineers on firewall rule optimisation, IPS/IDS tuning, and network segmentation (Palo Alto environments).

Incident and problem management

• Own the incident lifecycle end to end: investigation, escalation, resolution, communication.
• Lead Root Cause Analysis on recurring issues and drive the corrective actions through to closure.
• Embed structured troubleshooting methodology to cut unnecessary escalations.

Improvement and change

• Identify and lead service and network optimisation initiatives based on performance data and client feedback.
• Work with Tools & Monitoring teams on automation, alerting and self-healing workflows (Python, Ansible, Terraform).
• Partner with the Change Manager and CAB to ensure changes are risk-assessed and delivered with minimal disruption, in line with ITIL change management.

What you must bring

• 5+ years in network operations or IT service delivery, including 3+ years leading technical teams in an MSP, NOC or outsourced services environment.
• Strong hands-on network expertise: LAN, VLANs, routing (BGP, OSPF), MPLS and SD-WAN.
• Firewall and network security experience — Palo Alto preferred — including VPNs and IPS/IDS.
• Practical command of ITIL service management: incident, problem and change management.
• Proven SLA and KPI ownership, with the reporting discipline to evidence it.
• Confident troubleshooting with packet-level tools (Wireshark, tcpdump) and monitoring platforms (Zabbix, SolarWinds, NetBox, ELK).
• Excellent client-facing communication — able to explain technical risk to non-technical stakeholders.

What would be advantageous

• Network automation and scripting: Python, Ansible, Terraform.
• Jira and Jira Service Management for IT operations.
• Huawei SD-WAN environments.
• Certifications: CCNP or CCIE, Palo Alto PCNSA/PCNSE, HCIP, ITIL Foundation or above.
• Bachelor's degree in Computer Science, Information Technology, or a related field.