Technical Manager

About GTT

GTT is a leading networking and security as a service provider for multinational organizations, simply and securely connecting people and machines to data and applications – anywhere in the world. We serve thousands of organizations, bringing together the right people, partners and technology to reduce the burden on IT teams and solve the most pressing networking and security challenges. Built on our top-ranked global Tier 1 network, GTT Envision is a single global technology platform to connect, orchestrate, virtualize and automate enterprise networks, enabling customers with consumable solutions to achieve business missions and meet ongoing demand when, where and how needed.

Our portfolio includes SASE, SD-WAN, security, internet, voice and other connectivity options, complemented by a suite of professional services and exceptional sales and support teams in local markets around the globe. We partner with our customers to deliver Greater Technology Together.

GTT’s Technical Management offering is a consultative, value-add professional services that provides a tailored experience to their client base. 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). This role 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.

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. In addition, this role 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. The individual will be required to contribute technical responses to RFI and RFPs and to assist customers with security and network audits.

The Professional Services team 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.

• 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 OLAs and contracts with third parties in place.

• Minimum 5 years’ experience in the Telco or Managed Service Provider industry.
• Experience working autonomously in a multi-vendor enterprise scale environment.
• Worki…