Responsibilities:
- Oversee technology services for a portfolio of clients. Ensure end-to-end delivery of infrastructure services and solutions, maintaining alignment with client expectations and contractual commitments.
- Manage and lead a team of L1 Support, Field Service Engineers, and Senior Systems Engineers in supporting the client portfolios and their distributed workforce.
- Manage resource allocation and utilization to meet delivery timelines and optimize team performance.
- Be accountable for client technical escalations and subsequent resolutions. Serve as a main point of contact and act as an escalation point to engineers.
- Collaborate cross-functionally to ensure successful delivery of project implementations, migrations, and upgrades, which include mail system migrations, cloud site migrations, new teams and/or offices setup and new technology deployments.
- Drive customer satisfaction through support case evaluation, task management and recurring client engagement.
- Maintain strong client relationship, serve as trusted strategic advisor leveraging scheduled, ad-hoc, and C-Level strategic meetings.
- Develop and maintain a deep functional knowledge of customer’s goals, technical challenges, business objectives, critical infrastructure, and proactively mitigate risk within the environment.
- Provide client-based feedback to the PMO and Management on new needs not currently addressed with a focus on continuous improvements and enhancements.
- Assist with client facing budget forecasting, financial cost analysis reports and documentation.
- Engage with client compliance team members to provide security recommendations which cover both business and regulatory needs.
- Enable clients using latest technology trends surrounding Information Security and Cloud Services (IaaS/SaaS)
- Hands-on support of client configurations as they pertain to in-house proprietary standards and best practices.
- Participate in vendor due-diligence exercises, security reviews, data integrity & availability services.
Requirements:
- Bachelor’s degree in Computer Science, Information Technology, Engineering or related field.
- At least 20 years of hands-on working experience with advanced knowledge of Enterprise Redhat Linux RHEL, Mainframe z/OS and Microsoft Operating Systems such as Windows Server and Windows 10/11.
- At least 10 to 15 years’ experience leading a team of IT Systems Engineers and working in a managed services or consulting environment.
- Highly proficient in middleware product administration and Enterprise Linux (RHEL, CentOS) – system management, file systems, user/group management, cron jobs.
- Administration experience with Public Cloud platforms with focus in Microsoft 365 and Azure, with good exposure to Google cloud, AWS cloud and OpenShift cloud platform.
- Experience in technical project management as applied to data/infrastructure migrations, relocations, major system upgrades, and new site deployments.
- Extensive experience in administration of e-mail platforms and security integrations such as Exchange Online and Google Workspace
- Experience administering VMware vSphere and Hyper-V platforms.
- Hands on experience in deployment and management of routing, switching, wireless, and security appliance technologies using vendors such as Cisco, Palo Alto Networks, and Meraki.
- Proficient in incident response management during security events and high-priority escalations, as well as disaster recovery and business continuity activations
- Professional Certifications such as MCSA, MSCE, MCP, VCP, ITIL and etc
Bonus points if you have:
- Experience with Managed Service Providers (MSP)
- Experience with Microsoft Modern Workplace
- Amazon Web Services (AWS) or Google Cloud Platform (GCP) administration experience
- Certifications in cloud services, network management or cyber-security, such as CCNA, CISSP, Azure Fundamentals and etc
Report job
