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Technical Solutions Manager
2 months ago
Job Title:
Customer Technical Manager Location:
Remote, UK
GTT provides secure global connectivity, improving network performance and agility for your organization, applications, and clouds.
We operate a global Tier 1 internet network and provide a comprehensive suite of cloud networking and managed solutions that utilize advanced software-defined networking and security technologies.
We serve thousands of businesses with a portfolio that includes SD-WAN and other WAN services, internet, security, and voice services.
Our customers benefit from a customer-centric service experience underpinned by our commitment to operational excellence.
GTT's Technical Management offering is a consultative, value-add professional service that provides a tailored experience to our client base.
The Role:
The Technical Manager is an expert in the (software defined) networking area (VMWare, Aruba Silverpeak and Fortinet) and in the security area (Palo Alto and Fortinet).
The Technical Manager is responsible for owning the technical integrity of a customer solution, understanding 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.
The Technical Manager will work on multiple client accounts and must have the ability to develop and present client solutions to leadership and technical teams.
Key Responsibilities:
- Lead and assess risks imposed by technical solutions and advise clients of security standards, best practice, and solutions to address any risk.
- Contribute technical responses to RFI and RFPs and to assist customers with security and network audits.
- Interact with Sales, Field and Central Operational teams to ensure highest quality in the delivery and support of customer service solutions.
- Deliver Professional Services engagements in-line with an agreed scope to the acceptance of 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.
- Assist in the creation of service reports and attend regular service review meetings as and when required.
- 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 requirements.
- 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.
- Ensure 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.
Requirements:
- Working knowledge and/or general understanding of technology methodologies such as ITIL.
- Profound understanding and working experience in the security area (SASE, DLP, CASB, SaaS API and SAAS inline, IDS/IPS, Sandboxing, etc...).
- Knowledge and working experience in: Cloud providers (Azure, AWS, Google).
- Demonstrable experience of turning business requirements into architectural building blocks.
- Demonstrable awareness of the financial impact of strategic / operational decisions and the ability to identify opportunity for cost reductions.
- Experience of working on major international and global accounts.
Working Hours and Travel:
9 until 17:30 with occasional out of hours work required supporting critical activities.
Occasional travel to their customer's site with the expectation of it being no more than once per fortnight.
International travel may be required.