Renova Cloud is a leading provider of Cloud, DevOps, and AI services on AWS, specializing in transitioning legacy workloads to advanced technologies. As the AWS Partner of the Year in Vietnam for 2023, 2024 & 2026 Renova Cloud boasts an integrated team of skilled AI/data engineers, architects, and DevOps professionals. We work closely with clients across various sectors to accelerate their success through cloud transformation and modernization. Located in Hanoi Capital & Ho Chi Minh City, Vietnam, Renova Cloud provides strategic cloud consulting with expertise in Cloud Computing Solutions, DevOps, and AI.
We are seeking an experienced MSP Lead to build, lead, and scale our Managed Services Practice (MSP) team. This role is responsible for establishing and maturing the operational capabilities, processes, and team structure required to deliver world-class AWS managed services to our customers and to achieve and maintain the AWS MSP Competency designation.
The MSP Lead will serve as the operational leader for service delivery, incident management, cloud operations, and continuous improvement - ensuring our practice adheres to AWS best practices and MSP Program standards.
Key Responsibilities
- 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:
- 24x7 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
Required Qualifications
- 5+ years of experience managing cloud operations or managed services teams
- 3+ years of hands-on AWS experience with deep knowledge of core AWS services
- Proven experience building and scaling operations teams from the ground up
- Strong knowledge of ITSM frameworks (ITIL) and experience implementing ITSM platforms
- Experience with incident management, change management, and service level management
- Demonstrated ability to implement monitoring, alerting, and automation at scale
- Strong understanding of cloud security best practices, IAM, and compliance frameworks
- Experience with Infrastructure as Code (Terraform, CloudFormation, or CDK)
- Excellent communication skills with the ability to engage both technical teams and executive stakeholders
Preferred Qualifications
- Prior experience leading a team through an AWS MSP Competency audit or similar third-party validation
- Experience with AWS Organizations, Control Tower, and multi-account management at scale
- Familiarity with the AWS Well-Architected Framework and conducting Well-Architected Reviews
- Knowledge of cloud financial management (FinOps) tools and practices
- Experience with Jira Service Management or similar ITSM platforms
- ISO 27001, SOC 2, or ISO 22301 audit experience
- AWS Solutions Architect - Professional or AWS DevOps Engineer - Professional certification
- Experience managing 24x7 operations with geographically distributed teams
Reporting & Collaboration
- Reports to: CTO
- Collaborates with: Delivery, Sales, Finance, and HR teams
- Represents: Renova Cloud during AWS MSP Full Audit alongside executive sponsor and technical architects.
Location & Work Arrangement
- Ho Chi Minh
- May require availability outside standard business hours for critical incidents and on-call rotation.
