Managed Services Delivery Expert

About Charter:

Founded in 1997, Victoria headquartered Charter Telecom Inc. has grown into one of Canada’s foremost fastest growing Information Technology providers in the country, providing a broad array of high value product and service solutions to clients operating some of the most mission critical networks and applications.

If you are looking to be an integral part of a vibrant, success-based environment with the core values of empowerment, flexibility, agility, innovation, high knowledge based, life balanced, and high ethics deeply embedded into the everyday culture, then Charter is a place for you to look. We are a high energy business focused team, providing the highest possible customer experience, with best-in-class engineering support.

Position Summary:

The Managed Services Delivery Expert, within Charter Managed Services (CMS), requires someone who can maintain a positive relationship with our client with alignment to client deliverables and timelines. You will be responsible for daily operations, proactive management, technology recommendations, implementing best practices, managing incidents/request while ensuring Service Level Agreements are maintained. You will be the client Subject Matter Expert (SME) and act as an extension of their environment(s) while maintaining accurate runbooks and documentation.

The successful candidate must be based in Calgary and be able to report to our client's site in downtown Calgary a minimum of 4 days/week.

Key Responsibilities:

• Maintain high touch relationships with clients, delivering an exceptional customer experience by representing the client technical environment
• Provide and implement recommendations on systems, application upgrades, and patching
• Assist with delivery of client projects as part of the client’s implementation team
• Perform proactive maintenance tasks and handle technical workload in accordance with our client’s policies, expectations, and customer service commitments
• Identify, diagnose and resolve network problems including connectivity, performance issues, traffic utilization, etc. in a timely fashion
• Provide timely delivery of customer communications regarding service announcements, planned maintenance, disruptions and restoration of services
• Administer and/or triage Service Desk incidents/requests for clients
• Maintains accurate runbooks and technical documentation
• Assist in establishing process and identify operational efficiencies
  
• Participate in after-hours upgrades, support, and on-call rotation as required
• Act as the client advocate while coordinating with key stakeholders
• Identify and recommend technical improvements within client environments
• Analyze client incidents to identify problems and areas of improvement
• Recommend efficiencies for service improvement within client and CMS environment
• Interface with third party vendors as liaison between Managed Service clients and vendors as required
  

Qualifications:

• Bachelor’s degree in related discipline (Electronics & Computer Engineering Technology, Network & Electronics Technician, etc.) from an accredited institution, or equivalent combination of directly related work experience and education
• Minimum of 5+ years of relevant industry experience. Experience working in a Value-Added Reseller (VAR), Solutions Integrator (SI), or Managed Services Provider (MSP) an asset
• Minimum of 5+ year’s previous hands-on technical experience with Cisco technologies, Fortinet, Extreme, and F5
• Professional level Fortinet/HPE/Extreme/Cisco (NSE/ACP/ECS/CCNP) or equivalent
• Willingness to pursue additional industry certifications

Knowledge, Skills & Abilities:

• Configure, maintain, and optimize enterprise firewalls
• Demonstrated competence with LAN/WAN Routing and Switching
• Strong knowledge of TCP/IP, routing protocols (BGP, OSPF), VLANs, VPNs, and network segmentation
• Perform proactive monitoring and resolve complex network issues; good technical analytical and correlation skills
• Providing technical leadership and insight to develop secure network environments that reflect client business requirements
• Self-motivated; demonstrated ability to take initiative, effectively prioritize tasks and accomplish goals with minimal supervision
• Excellent working knowledge and experience of Infrastructure Support, Data Centre, and IT Operations
• Advises on controls and risk management processes and practices; identifies and recommends to management potential improvements or immediate risk concerns
• Establish and maintains relationships and collaboration with 3rd party service providers and technology delivery partners
• Develops and approves support documentation, system processes, and procedures that relate to all system and solution implementation within client environments
• Robust foundational knowledge with the ability to quickly adopt adjacent technologies and products
• Willingness to coach and mentor other team members
• Strong interpersonal skills; proven team player with ability to deliver outstanding service
  
• Ability to communicate clearly and effectively, both verbally and written to technical and business audiences

Working Conditions:

• Hybrid Work Environment:
  • In the client modern downtown Calgary office location minimum 4 days/week and up to 5 days/week as requested
  • Data centre location(s) may be substituted for office days as required
    
  • Potential for remote work 1 day/week
  • Collaborative environment
• Participate in on-call rotation
• Overtime as required
• Security clearance required
• Minimal Travel – Less than 10%

Charter is an equal-opportunity employer committed to inclusive, barrier-free recruitment and selection processes. Diversity forms the foundation for excellence and Charter seeks team members who will work respectfully and constructively with everyone. We encourage applications from members of groups that have been historically underrepresented on any grounds listed under the Human Rights Code, including gender, sexual orientation, gender identity or expression, racialization, disability, political belief, religion, marital or family status, age and/or self-identify as Indigenous (status, non-status, Metis, and Inuit). To request an accommodation in completing an employment application, pre-employment testing, interviewing or otherwise participating in the employee selection process, please direct your inquiries to people@charter.ca.