Senior Technical Manager

Primary Responsibilities:   

• Collaborate with other IT professionals and management to plan and design the organization’s network infrastructure. This involves assessing the organization’s requirements, evaluating technologies and hardware/software solutions, and developing network architecture and topology. 

• Coordinate and manage the deployment and installation of Infrastructure components, including routers, switches, firewalls, and other networking equipment. Ensure that the infrastructure is properly configured, secured, and optimized for performance. 

• Implement monitoring tools and techniques to continuously monitor the performance, availability, and security of the network. Proactively identify and resolve issues, such as bandwidth bottlenecks, connectivity problems, security breaches and other core infrastructure related issues. 

• Identify and resolve network problems and performance issues in a timely manner. Conduct regular maintenance activities, including firmware upgrades, patch management and Disaster recovery planning and execution.  

• Coordinate with vendors and service providers and lead conversations during major outages providing technical guidance and support. 

• Create and maintain accurate and up-to-date documentation of the client infrastructure, including network diagrams, configurations, IP address schemes, and other relevant information. Ensure that the documentation is easily accessible and understandable for other IT staff. 

• Supervise a team of Senior and expert level Engineers, providing guidance, mentoring, and training. Delegate tasks and assignments, monitor progress, and ensure that the team’s efforts align with organizational goals. 

• Manage service level agreements for ITSM metrics (Incidents/Problem/Requests/Changes)  

• Stay Updated on Industry Trends: Keep abreast of emerging technologies, industry best practices, and regulatory requirements related to networking. Continuously update knowledge and skills through training, certifications, and participation in professional networking forums. 

• Acts as a client advocate and a point of escalations for client service delivery needs.  

• Coordinates internally across Ensono with cross-functional teams to ensure the relationship and services levels are achieved. Provides guidance within Ensono’s’ operational teams to ensure clients have exceptional experience with the technology solutions we provide and that contractual obligations are met.  

• Maintains and improves CSAT through optimizing service quality and end-to-end client experience.  

• Assists with preparation and delivery of operational health and KPIs for monthly/quarterly business level reviews (MBR/QBR) with the client and Ensono senior leadership. 

• Collaborates with the Client Engagement Team (Sales) to build a strong account plan and coordinates to effectively manage client relationships, strategic outcomes, opportunities, and manages the client’s overall contractual relationship. 

• Demonstrates product knowledge, supporting recommendations to clients, strengthening the relationship as well as exceeding expectations. 

• Supports operational meetings focused on ITSM governance and SLA adherence. 

• Tracks and reports move, additions, and changes to client assets. 

Required Qualifications  

• Experience working within an IT Operations  

• 3 – 5 years of management experience in related field 

• Strong background in Networking technologies supporting large complex environments.  

• Experience migrating workload to public Cloud technologies such as AWS or GCP  

• Ability to use a wide variety of open-source technologies and scripting languages.  

• Good problem-solving skills  

• Self-motivated and paying attention to detail.  

• Ability to effectively coordinate and lead internal resources to accomplish key milestones. 

• Must have basic skills in project management, project planning, task identification, scheduling, budgeting, and resource planning. 

• Strong interpersonal, collaboration, and leadership skills with ability to work and build relationships across multiple levels of an organization. 

• Experience working in a fast-paced environment with ability to learn quickly. 

• Operational ability in diverse, large-scale, multi-platform, outsourced environments 

• Knowledge of escalation procedures, incident management, and other disciplines related to service delivery. 

• Willing to travel as required (e.g., client service reviews at client site) 

Preferred Qualifications 

• Experience with automation/configuration management using either Puppet, Chef, Salt, or Ansible  

• Knowledge of ITIL and process models 

• CCNP/CCIE, RHEL Certifications or advance level experience 

• Qualifications:  

• Minimum of 10 years of related experience with a bachelor’s degree or master’s degree 

• Exceptional customer-facing skills 

• Client relationship management experience 

• Highly motivated, strong desire to learn quickly, ability to effectively multi-task and work independently, and the readiness to demonstrate a proactive attitude. 

• Strong organizational skills 

• Solid resource planning and problem-solving skills 

• Able to effectively manage competing priorities from a variety of stakeholders.  

Why Ensono?  

Ensono is a place to make better happen – for our clients and for your career. You can do great things through innovation or collaboration, by learning or volunteering, or to promote diversity and inclusion. You can do great things for your own health or for a healthier planet. Whatever it means to you to do great things we want Ensono to be the place where you can do it.   

We are a client-facing business, but we do encourage clients to allow us to work remotely most of the time so if you are not required to be on a client site, you can choose to work from home or in our Ensono offices. 

• Unlimited Paid Days Off  

• Two health plan options through Blue Cross Blue Shield  

• 401k with company match  

• Eligibility for dental, vision, short and long-term disability, life and AD&D coverage, and flexible spending accounts  

• Depending on location, ability to take advantage of fitness centers.  

• Wellness program  

• Flexible work schedule