Managed Services Specialist

WORLDNET TELECOMMUNICATIONS LLC• Guaynabo, PR, US, PR

About The Position

The Managed Services Specialist is responsible for the technical ownership, optimization, and continuous improvement of the Company's managed cloud, virtualization, cybersecurity, backup, hosting, and infrastructure platforms. This position serves as the senior technical escalation resource for Managed Services and is accountable for maintaining service availability, security, performance, and SLA compliance across customer and internal environments. The Managed Services Specialist works closely with internal departments, customers, vendors, and external contractors to ensure reliable service delivery while identifying opportunities to improve operational efficiency through automation, standardization, proactive monitoring, and infrastructure enhancements.

Requirements

Bachelor's Degree in Information Systems, Computer Science, Computer Engineering, or a related technical field.
Minimum five (5) years of progressively responsible experience supporting enterprise infrastructure, virtualization, cloud services, cybersecurity platforms, or Managed Services environments.
Equivalent combinations of education, experience, and industry certifications will be considered.
Working Knowledge of: Linux (Debian, Ubuntu, Red Hat), Windows Server, VMware, Hyper-V, KVM, Hyper-Converged Infrastructure, SAN Storage, Software Defined Networks and Storage, Fortinet Security Platforms, Vendor agnostic backup and replication tools, Reverse proxies, DNS, RADIUS, LDAP, SMTP, SFTP, SSH with certificate authentication, SNMP, Syslog, VPN (IPSec / Wireguard / SSL), Routing and switching, VLANs, PostgreSQL, MySQL, Python, Golang, Bash, PowerShell, Automation scripting, Enterprise monitoring systems, Authentication platforms.
Demonstrated ability to: Perform advanced troubleshooting of complex technical issues.
Conduct Root Cause Analysis (RCA).
Prioritize multiple production issues simultaneously.
Communicate effectively with technical and non-technical personnel.
Develop technical documentation and operational procedures.
Work independently with minimal supervision.
Lead technical problem resolution activities.
Manage competing priorities while maintaining service quality.

Nice To Haves

Experience working within Managed Services (MSP/MSSP) environments is highly desirable.
Fortinet Certified Professional (FCP) or higher.
VMware Certified Professional (VCP)
Linux Professional Institute LPIC-1
Veeam VMCE
Microsoft Azure Administrator
AWS Solutions Architect Associate
ITIL Foundation
Network + - CompTia

Responsibilities

Own the day-to-day operation and lifecycle management of Managed Services platforms and supporting infrastructure.
Ensure managed services meet established Service Level Agreements (SLAs), operational standards, and customer expectations.
Monitor service health, availability, capacity, and performance across all supported platforms.
Perform advanced troubleshooting and root cause analysis for complex infrastructure and application issues.
Serve as the highest-level technical escalation resource for infrastructure, cloud, virtualization, cybersecurity, and hosted services.
Install, configure and maintain enterprise systems utilizing Linux (Debian, RHEL), Docker engines and containers, Windows Server, VMware, KVM and Frontends, Hyper-Converged Infrastructure (HCI) or equivalent, SAN/vSAN storage, Veeam Backup & Replication, Cloud based solutions, and Fortinet security platforms (FortiManager, FortiAnalyzer, FortiMail, EMS, EDR).
Manage and maintain critical infrastructure services including DNS, RADIUS, LDAP, Apache / NGINX / Caddy / HAProxy, SFTP, SMTP, PostgreSQL, MySQL, Secure communications (IPSec / Cloudflare Proxy / Kasm / Authentik / Endpoint hardening / MFA implementations), Web management environments, VPS hosting environments, Vendor agnostic core and perimeter security, Core monitoring platforms, Event notification platforms, Vendor agnostic routing and switching, Wi-Fi networking, and SD-WAN deployments.
Design and implement automation solutions that reduce manual administrative tasks and improve operational consistency.
Develop scripting and automation tools for provisioning, monitoring, maintenance, reporting, and bulk administrative operations.
Evaluate existing infrastructure and recommend improvements that enhance security, reliability, scalability, and operational efficiency.
Participate in the design, implementation, and migration of new managed service offerings.
Develop operational standards, implementation procedures, and technical documentation.
Perform system hardening following industry best practices.
Coordinate operating system, firmware, and application patch management.
Participate in vulnerability remediation efforts.
Ensure backup, disaster recovery, and business continuity procedures remain operational and properly documented.
Assist with security incident investigation activities.
Observe and maintain enterprise monitoring platforms, logging systems, alerting tools, IDS/IPS solutions, fraud detection platforms, and performance monitoring systems.
Analyze recurring incidents and implement permanent corrective actions.
Coordinate major incident response activities with internal teams and external vendors.
Produce operational reports, service metrics, and SLA compliance documentation.
Coordinate technical activities with managed service vendors and external contractors.
Monitor contractor performance against contractual service levels.
Participate in customer technical meetings as required.
Provide technical recommendations for infrastructure improvements and service optimization.
Assist engineering and sales teams with technical planning for Managed Services opportunities.
Maintain accurate infrastructure documentation.
Develop and maintain disaster recovery procedures and operational runbooks.
Participate in change management planning, implementation, validation, and post-change review.
Maintain awareness of emerging technologies and recommend improvements that enhance the Managed Services portfolio.