Technical Manager

Role Summary:

The Professional Services team is a team that works closely with Sales to jointly develop and support viable plans for delivering industry leading solutions on top of standard services and delivering in life support of GTT Enterprise customers. GTT’s Technical Management offering is a consultative, value-add professional services that provides a tailored experience to their client base.

As a Technical Manager you will 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 Managed Customers.

At any one time you will work on multiple client accounts and must have the ability to develop and present client solutions to leadership and technical teams. The Technical Manager is an expert in the (software defined) networking area (Velocloud, Aruba Silverpeak and Fortinet) and in the security area (Palo Alto and Fortinet).

In addition, the Technical Manager will be required to lead and assess risks imposed by technical solutions and advise clients of security standards, best practice, and solutions to address any risk and you will be required to contribute technical responses to RFI and RFPs and to assist customers with security and network audits.

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.
• 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.
• Own 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.
• Assisting in the creation of service reports and attending regular service review meeting as and when required.
• Be the customers advocate in all technical matters related to their solution.
• Act 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.
• Act as (security) technical escalation for the central incident management team
• 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.
• International travel may be required.

Required experience/qualifications

• Minimum 5 years’ experience in the Telco or Managed Service Provider industry.
• Experience working autonomously in a multi-vendor enterprise scale environment.
• Working knowledge and/or general understanding of ICT methodologies such as ITIL
• Experience working with firewalls from vendors like Palo Alto and/or Fortinet.

Knowledge and working experience in:

• Routing on various platform with MPLS, BGP, QOS etc
• Next-Gen Security and Cloud Security (based on Palo Alto, Fortinet)
• Experience creating architectural building blocks from business requirements.
• Understanding of the financial impact of strategic / operational decisions and the ability to identify opportunity for cost reductions.

Desirable experience/qualifications

• SD-Wan technologies (preferred HPE Aruba/Silver Peak, VeloCloud, Fortinet. Others like Versa, Viptela, Cato)
• Cisco and / or Juniper expert level experience in routing and switching
• Cloud Security (Zscaler, Cisco Umbrella…)
• Knowledge and Working experience with :
• SASE / SSE solutions from any vendor
• Advanced security features (DLP, CASB, Sandboxing,)
• Endpoint Protection (XDR)
• Vulnerability management
• Experience with Cloud providers like Azure, AWS, and Google
• Experience of working on major international and global accounts.