I have been the Managed Services Team Lead at Eclipsys Solutions Inc. for over three years. Today, I would like to share my journey, as well as my roles and responsibilities in this position.
My primary responsibility is to maintain a relentless focus on our customers, ensuring that every service delivers exceptional value. I am fortunate to work with a talented team of Oracle experts whose skills enhance our service delivery and simplify my role. Together, we strive to create impactful solutions that consistently exceed customer expectations.
If you were to ask me, “What does a typical working day in Managed Services look like?”
I would say it’s an unpredictable mix of challenges and rewards. Each day can vary significantly based on client issues.
Some days are calm, allowing us to focus on proactive tasks, while others can turn hectic with urgent calls about critical outages or security breaches. This demands flexibility and quick thinking, as we troubleshoot, coordinate with teams, and communicate with clients, sometimes even on weekends. Despite the hectic pace, the satisfaction of solving problems and supporting clients makes it all worthwhile.
As a Team Lead, my responsibility is to understand client requirements, deadlines, service level agreements (SLAs), and priorities to ensure I provide the best support and deliver results on time. My other duties include:
- Acting as the escalation point for issues.
- Attending weekly meetings with clients.
- Monitoring Subject Matter Experts (SMEs).
- Participating in pre-sales calls to support the sales team.
- Generating additional work for the team.
- Working on automation and AI initiatives to assist the team.
- Optimizing support workflows.
- Leading and developing the team.
What challenges do we face daily in Managed Services?
Managed Services is demanding and requires more than just deploying or upgrading systems for clients. We must stay actively involved in resolving issues until they are fully addressed. This involves continuous management and monitoring of servers around the clock to ensure optimal performance.
With diverse client needs, our work can be complex. Additionally, we are always on call, carrying a pager that can alert us at any time, day or night. This level of commitment is crucial for maintaining the reliability that our clients expect.
What I value about Managed Services - is the collaborative relationship we build with our clients. This approach goes beyond simply solving problems; it involves understanding their unique business needs and goals. By doing so, we not only address immediate issues but also contribute to their long-term success.
The most rewarding moments come when clients express their satisfaction, whether through a perfect survey or by saying, “I couldn’t expect better than this.” Such feedback confirms that we are not just a service provider but a trusted partner dedicated to delivering exceptional results. This client-centric focus makes Managed Services especially fulfilling for me.
