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. For more information, please visit

Summary:

GTT connects people across organizations, around the world and to every application in the cloud. Our clients benefit from an outstanding service experience built on our core values of continuous improvement and customer loyalty. GTT owns and operates a global Tier 1 internet network and provides a comprehensive suite of cloud networking services.  

The Professional Services team is a team that 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. 

Role Purpose:

• 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).
• The Technical Manager is to 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, the Technical Manager 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.

Duties and Responsibilities:

• 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 OLA's and contracts with 3rd parties in place. 
• Regular attendance at customer locations. 
• International travel may be required. 

Required experience/qualifications

• Minimum 5 years' experience in the Telco or Managed Service Provider industry. 
• Experience working autonomously in a multi-vendor enterprise scale environment.
• Working knowledge and/or general understanding of ICT methodologies such as ITIL 
• Experience working with firewalls from vendors like Palo Alto and/or Fortinet. 
• Knowledge and working experience in: 
• Routing on various platform with MPLS, BGP, QOS etc
• Next-Gen Security and Cloud Security (based on Palo Alto, Fortinet)
• Experience creating architectural building blocks from business requirements. 
• Understanding of the financial impact of strategic / operational decisions and the ability to identify opportunity for cost reductions.

Desirable experience/qualifications

• SD-Wan technologies (preferred HPE Aruba/Silver Peak, VeloCloud, Fortinet. Others like Versa, Viptela, Cato)
• Cisco and / or Juniper expert level experience in routing and switching
• Cloud Security (Zscaler, Cisco Umbrella...)
• Knowledge and Working experience with :
• SASE / SSE solutions from any vendor
• Advanced security features (DLP, CASB, Sandboxing,)
• Endpoint Protection (XDR)
• Vulnerability management
• Experience with Cloud providers like Azure, AWS, and Google
• Experience of working on major international and global accounts. 

Universal Competencies

• Continuous Improvement: Knowledge of transformation initiatives to drive fundamental changes, enhance responsiveness and efficiency to core business practices. Ability to drive cultural changes from best effort to results oriented.
• Customer First (Non-Customer Facing): Knowledge of internal customer interactions, creating a culture of accountability, collaboration, and partnership. Ability to build an environment supporting internal customer value creation at every level.
• Operational Excellence: Understanding the system-driven processes for consistency and scalability. Ability to re-focus processes and systems from integration activity to maximizing a positive customer impact and anticipating future trends.

EEO Statement

GTT provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, GTT complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

GTT expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of GTT's employees to perform their job duties may result in discipline up to and including discharge.

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