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.

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

Pro…