Project Manager, Cybersecurity, Systems Engineer

Position: Project Manager 4

Job Summary

Role Summary The Senior Technical Program Manager (TPM) leads mission-critical, cross-functional programs that deliver complex telecommunications solutions for enterprise customers—owning outcomes from onboarding and initial activation through ongoing service lifecycle and continuous improvement. The TPM blends deep domain expertise in IP networking, SDWAN/SASE, MPLS, Cyber Security, VoIP/UC, and SIP with disciplined program leadership, customer advocacy, and ITIL-based service management to ensure contractual SLAs/SLOs, performance KPIs, and business goals are consistently achieved.

Job Description

What You’ll Do

1) Customer Onboarding Programs (End-to-End Ownership)

• Own the program to onboard new customers
  , from technical discovery and design alignment to provisioning, pilot, cutover, and stabilization, ensuring scope, schedules, and risks are transparent and managed.
• Build and execute onboarding playbooks (RACI, readiness reviews, risk registers, stakeholder comms), coordinating internal engineering, provisioning, voice/security specialists, field ops, and third-party vendors.
• Align onboarding change windows and client change control requirements; socialize maintenance events that could impact milestones and SLAs.
• Establish early-life support (ELS) metrics and acceptance criteria; drive proactive issue resolution to achieve time-to-value targets.

2) Account Lifecycle & Customer Advocacy

• Serve as the primary technical point of contact across the customer lifecycle (postsales through operations), orchestrating break/fix, RCA, and service optimization with internal teams and partners.
• Run a disciplined business cadence—
  daily/weekly working sessions
  , MBRs and QBRs with KPI readouts, trend analyses, and improvement plans.
• Lead strategic service reviews and governance to improve network health, availability, and customer outcomes over time.

3) Program & Portfolio Leadership

• Lead multitrack programs across networking, voice, and cybersecurity platforms; define scope, critical path, dependency mapping, risk mitigation, and executive comms using MS Project, Jira, Smartsheet
  .
• Coordinate NOC, ECC, XOC, Regional Tech Ops, Sales, NETO, and Engineering to expedite resolution and maintain SLA/SLO adherence.
• Govern complex refreshes, migrations, and vendor integrations with clear success criteria and go/no-go discipline.

4) ITIL-Based Service Operations

• Incident Management: Lead major incidents (incl. “Code Red”), communications, technical triage, and RCAs through closure.
• Change & Release Management: Enforce rigorous change control for design/config/migration/upgrade activities, and coordinate release execution with engineering.
• Problem, Availability, Capacity & Service Level Management: Drive structural fixes, availability targets, capacity planning, KPI reporting, and SLA governance with an ongoing cadence.
• Configuration Management: Maintain golden config standards and drift audits; ensure inventory and adds/changes follow policy.
• Risk & Continuity: Own risk registers, failover testing, inventory/spares SLAs, and continuity exercises.

5) Technical Leadership & Solution Assurance

• Provide technical thought leadership during design validation and implementation across MPLS, Hybrid WAN/SDWAN, SASE
  , segmentation, QoS,
  BGP/OSPF
  , NAT, and high‑availability architectures.
• Oversee voice/UC solution delivery:
  SIP trunking, VoIP/UCaaS
  , SBC policy, dial plans, E911, codec/QoS, survivability, and interop.
• Lead security work streams spanning NGFW, VPN, DDoS mitigation
  , DNS security, vulnerability/risk treatment, and compliance alignment (e.g.,
  ISO 27001 in collaboration with security teams).

6) Reporting & Continuous Improvement

• Publish KPI dashboards (availability, MTTR, change success rate, adoption, onboarding cycle time) and RCA
  /service improvement plans; align on targets in M /Q  forums.
• Capture lessons learned and operationalize best practices across the PMO/delivery organization.

Required Technical Skills & Domain Expertise

• Networking: MPLS, BGP/OSPF, QoS, IP addressing/NAT, path selection, HA/VRRP/HSRP, WAN optimization, underlay/overlay integration for SDWAN
  .
• Secure Access:
  SASE architectures (policy-based access, SWG,…