Technical Manager

Role Summary:

GTT’s Technical Management offering is a consultative, value-add professional services that provides a tailored experience to their client base. In the role of Technical Manager, you will be responsible for designing, documenting, and managing technical collateral to support agreed objectives and the development of standard offerings and blueprint solutions in the networking area. In addition, guard the overall solution architecture of customer designs and be involved in the implementation, testing and handover to operations of these solutions. The Technical Manager will actively participate in the presales process as well to allow continuity through service fulfilment. The Technical Manager is to own the technical integrity of a customer solution, understand the wider context of the solution with the customer and how it aligns with their business, bringing a holistic ITIL based Service Management structure to some of GTT’s most important Unified ICT Customers.

Job Scope:

Interacts with Sales, Field and Central Operational teams to ensure highest quality in the delivery and support of customer service solutions.

Duties and Responsibilities:

• Delivering Professional Services engagements in-line with an agreed scope to the acceptance of the client.
• Enhancing the client experience by displaying flexibility, technical excellence, agility, ownership, and responsibility.
• Becoming an invaluable partner to the client.
• Design bespoke customer network models, review and approve advanced (software defined) networking configuration and be personally involved in first deployments of the solution as well as in proof of concepts.
• Be engaged in the pre-sales process, supporting the sales engineer with positioning the right solution to the customer.
• Monitor industry networking updates, technologies, and best practices to improve overall network management and to remain informed of new technical developments and trends in the industry.
• Produce and endorse technical standards, reference architecture, deployment guides and technology roadmaps in close collaboration with product management. Create technical documentation, update standards and guidelines.
• Owning the customer solution lifecycle from initial customer order onwards, highlighting and managing risks, issues, and the changing requirements of the solution as needed.
• Ensuring that the customer solution is accurately recorded in systems and documentation.
• Taking the technical lead on Capacity Management, including reporting.
• Assisting in the creation of service reports and attending regular service review meeting as and when required.
• Being the customers advocate in all technical matters related to their solution.
• Acting as a primary technical interface to customers for addressing high level concerns on operational performance and for interpreting their change requirements into standard orders or where unavoidable creating customer specific environments to satisfy such requirement.
• The Technical Manager needs to be able to understand the business processes of our customers and transform them into services based on GTT’s infrastructure and service catalogue.
• Ensuring that the services we deliver meet the agreed service levels and that we have the necessary IT service management processes OLA’s and contracts with 3rd parties in place.
• Regular attendance at customer locations.

Requirements:

Must have:

• University degree
• At least 5 years in a Hosting Service Provider or IT service environment
• Good level of knowledge and experience with:
  • Linux
  • Windows server OS
  • VMware virtualization
  • Business Continuity and Disaster Recovery
  • Customer’s platform design and migration plans

• Some knowledge and experience with Scripting

Good to Have:

• Knowledge of and experience with:
  • Cloud infrastructure services like Microsoft Azure or Amazon Web Services helpful
  • Storage and Backup systems
  • Datacenter monitoring systems
  • Configuration Management (Salt Stack preferable)
  • Firewalls & IPS
  • Load Balancing solutions
  • Switching and routing
  • LAN / WAN architecture
  • Security frameworks (PCI-DSS, ISO-27001, SOC2) and supporting security audits
• Understanding of a broad range of technologies revolving around ICT areas including but not limited to: Database & Middleware; MS O365, MS Exchange, AD, ADFS, MS Biztalk

Languages: Good English (spoken and written) is required, French would be helpful.

On Call required: Occasional out of hour work is expected.

Travel:Occasional travel is expected.