Managing Consultant, Managed Services

Managing Consultant, Managed Services
Job Summary
The primary purpose for this position is to make innovative and ingenious contributions to new solution/product design and implementation based on an understanding of applicable technology and how it can be applied to solution/product design, considerations of system-wide impact, hardware-software tradeoffs, and business issues for Managed Services clients. This position will provide oversight and project guidance and will also take a lead technical role in reviewing and modifying Managed Services Solutions. This position is also a key contributor to the Managed Services engineering team responsible for supporting complex technical services and solutions, which may include, but is not limited to: Enterprise data storage systems, mainframe, midrange, Windows, and/or Unix/Linux systems, network infrastructure environments, virtualized systems, and database systems.
What you will do:
- Provides technical consultation in analyzing client’s requirements, recommending solutions and assisting sales and other engineers with development of proposals, quotations and presentations.
- Responsible for technical sales support.
- Provides leadership and advice/counsel on technical subject matters and architecture design to Customers, the Managed Services Team, and other organization teams. Recognized by customer, peers, and management as SME expert, staying relevant in upcoming technologies, IT trends and IT transformation.
- Maintains client relationships as a trusted Technical Advisor. Serves as focal point for communications between CDW and Managed Services clients, when necessary, using experience and judgment to communicate effectively to all parties.
- Conducts/leads design workshops for complex designs to meet customer, business, and technical objectives.
- Mentor other engineers to apply engineering background knowledge for Managed Services project design, analysis, and project coordination of services or products.
- Research current and emerging technologies, evaluates alternatives, makes recommendations, and presents reports to management.
- Develops, improves, and maintains customer presentations, demo instructions, training documentation, templates, and other related collateral.
- Enhance, develops, and follows vendor training requirements, certifications and provides guidance, support and education to fellow engineers.
- Assists organizational resources to assess the amount of effort required for services engagements and provide technical input for the Scopes/Statement of Work generation
- Designs and oversees upgrades to advanced and complex client infrastructure solutions. Transfers technical skills and knowledge to client and peers.
- Provide implementation, upgrades, tuning, back-ups, restores, user management and other technical support services to Managed Services clients to meet their business needs
- Follows change control, incident response, and testing processes
- Understand and deliver Managed Services offerings as outlined in the CDW Service Descriptions and Service Catalog
- Clearly and concisely articulate problems and solutions for issues to clients through various forms of communication
- As needed, a member of on-call rotation to provide 24 X 7 support to critical systems and ensure availability objectives are met. To provide the required coverage, must be willing to work other shifts including weekends, holidays, and overtime
- Escalation resources of on-call rotation. Support of engineering peers for complex technical issues and business critical situations.
- Participate and lead various client projects intended to continually improve/upgrade technology infrastructures
- Review, create and execute test plans to meet project requirements for assigned components
- Design and implement complex solutions, including automation and technology, to streamline processes and build efficiency.
- Conduct expert throughput analysis, problem solving, root cause analysis, and infrastructure planning
- Identify and communicate potential opportunities for cross-selling to the sales team
- Assist Professional Services team when required with client including assessing and recommending architectural designs/changes to client systems in response to performance issues, growth requirements, etc.
- Complete projects/tasks on a timely basis, according to commitments made to stakeholders and management
- Perform scopes of work as detailed in implementation plans assigned (system builds, test plans, documentation, training, etc.)
- Understand SLAs in a production environment and proactively strive to meet the commitments
- Collaborate and support cross-functionally with Customer Success, Project Management, R&D, and Sales.
- Tests, evaluates, and develops new products, offerings, and solutions
- Conducts training of customers and company employees in both formal and informal environments
- Review assigned service requests daily, follow up and provide status updates to clients; ensure data pertaining to the status of service request is entered into the problem tracking systems accurately and promptly to provide an up-to-date picture of service delivery status and backlog
- Addresses and updates customer incident tickets and change orders, providing internal management and customer account managers with status information
What we expect of you:
- Bachelor’s degree and 7 years of IT engineering experience (including the 5 years large-scale requisite DC experience listed below), OR 11 total years of IT engineering experience, to include a minimum of 5 years large-scale, multi-tenant Data Center environment with enterprise-class planning, design, implementation and support experience with one or more infrastructure solutions supported by the Managed Services practice (Networking Infrastructure, Enterprise Storage, Mainframe, Midrange, Windows, and/or Unix/Linux systems, virtualization technologies, monitoring infrastructure, databases, and/or security tools).
- Demonstrated ability to apply technical background and knowledge to business direction and provide real business-based customer outcomes.
- Demonstrated ability to develop project plans and schedules to complete complex projects or new solution/product development
- Ability to establish customer trust and confidence in the CDW Managed Services knowledge of and concern for customers’ business needs.
- Ability to balance multiple priorities simultaneously and adapt to the changing needs of the customers while meeting deadlines.
- Strong analytical and problem-solving skills with the ability to perform root cause analysis and drive lasting solutions.
- Ability to consistently follow policies and procedures.
- Strong communication and documentation skills.
- Exceptional communication and interpersonal skills, with the ability to build relationships and collaborate effectively with colleagues, customers, and leadership teams including C-Level executives.
- Demonstrated ability to work independently.
- Ability to work with a team and provide guidance, mentorship, and support of peers.
- Strong time management skills and ability to meet deadlines.
- Demonstrates and actively promotes an understanding and commitment to the mission of CDW through performing behaviors consistent with the CDW Way.
- Working knowledge in a number of the following technology areas:
- Scripting Coding skill set: Python, Bash, Perl, Ruby, TLC
- Hardware: 

- Switches – Cisco, Juniper, Arista, Aruba
- Routers – Cisco, Juniper, Arista, Aruba
- Firewalls - Cisco ASA/FTD, Palo Alto
- Load Balancers - Cisco ACE, CSS, F5 LTM, F5 GSM, Citrix
- WAN Optimization - Riverbed Steelhead and Cisco WAAS
- Network Technologies/Topologies:
- WAN - MPLS, MPLS Layer 2/3 VPN’s, Frame-Relay, GRE/IPSEC VPN, VPN, SIP/PSTN services

- Layer 2 networking - 802.1(D,W,S) , Ethernet, PPoE, Ether-Channel
- Layer 3 networking - IPv4, IPv6, OSPF, EIGRP, RIP (v2), BGP, MP-BGP, PFR, OSPFv3, EIGRPv6, R