Managing Consultant, Managed Services

CDW

1d•$126,000 - $193,200

About The Position

The Managing Consultant makes technical contributions to the design and implementation of Managed Services solutions and products, applying knowledge of technology, system-wide impacts, hardware-software tradeoffs, and business needs. The position provides oversight and project guidance and takes a lead technical role in reviewing and modifying solutions. It also contributes to engineering support for complex services and solutions across enterprise data storage, mainframe, midrange, Windows, Unix/Linux, network infrastructure, virtualized systems, and database environments. The role provides technical consultation and sales support, advises clients and internal teams on architecture, and acts as a trusted technical advisor and communication focal point for Managed Services clients. It leads complex design workshops, mentors engineers, researches emerging technologies, develops technical collateral, and supports vendor training and certifications. The consultant also helps scope engagements, designs and oversees infrastructure changes, provides implementation and ongoing technical support, and leads projects to improve or upgrade client technology. The position involves designing and implementing complex solutions, including automation; troubleshooting and root-cause analysis; developing and executing test plans; meeting service-level commitments; and coordinating with Customer Success, Project Management, R&D, Sales, and Professional Services. The consultant may join an on-call rotation providing 24/7 support for critical systems, including shifts, weekends, holidays, and overtime as needed. Travel may be required.

Requirements

Bachelor’s degree and 7 years of IT engineering experience, including the required 5 years of large-scale data center experience; or 11 total years of IT engineering experience, including at least 5 years in a large-scale, multi-tenant data center environment.
At least 5 years of enterprise-class planning, design, implementation, and support experience with one or more infrastructure solutions supported by Managed Services, such as networking, enterprise storage, mainframe, midrange, Windows, Unix/Linux, virtualization, monitoring, databases, or security tools.
Current Cisco CCNP certification.
Ability to apply technical knowledge to business direction and deliver business-based customer outcomes.
Ability to develop project plans and schedules for complex projects or new solution/product development.
Ability to establish customer trust and confidence in CDW Managed Services’ understanding of and concern for customers’ business needs.
Ability to balance multiple priorities, adapt to changing customer needs, and meet deadlines.
Strong analytical and problem-solving skills, including root-cause analysis and driving lasting solutions.
Ability to consistently follow policies and procedures.
Strong communication and documentation skills.
Exceptional interpersonal skills and ability to build relationships and collaborate with colleagues, customers, and leadership, including C-level executives.
Ability to work independently and as part of a team, and to guide, mentor, and support peers.
Strong time-management skills and ability to meet deadlines.
Ability to travel as needed.
Working knowledge of relevant technologies, including scripting languages such as Python, Bash, Perl, Ruby, or TCL; network hardware; networking technologies and topologies; security; QoS; VoIP; unified computing and virtualization; data center technologies; wireless; and VPN technologies.

Nice To Haves

Experience in a large data center environment.
Five years of Managed Services experience.
Cisco CCIE certification.
Industry-recognized technical certifications in related disciplines.

Responsibilities

Analyze client requirements, recommend solutions, and assist Sales and engineers with proposals, quotations, and presentations.
Provide technical sales support.
Advise customers, the Managed Services team, and other organizational teams on technical subjects and architecture design.
Stay current on emerging technologies, IT trends, and IT transformation, serving as a recognized subject-matter expert.
Maintain client relationships as a trusted technical advisor and serve as a communication focal point between CDW and clients when necessary.
Conduct or lead design workshops for complex designs aligned with customer, business, and technical objectives.
Mentor engineers in Managed Services project design, analysis, and coordination.
Research current and emerging technologies, evaluate alternatives, make recommendations, and present findings to management.
Develop and maintain customer presentations, demo instructions, training documentation, templates, and related collateral.
Enhance and follow vendor training requirements and certifications, and guide and educate fellow engineers.
Help assess engagement effort and provide technical input for scopes and statements of work.
Design and oversee upgrades to advanced and complex client infrastructure solutions, transferring technical knowledge to clients and peers.
Provide implementation, upgrade, tuning, backup, restore, user-management, and other technical support services to Managed Services clients.
Follow change-control, incident-response, and testing processes.
Understand and deliver Managed Services offerings as described in CDW service descriptions and the service catalog.
Clearly communicate problems and solutions to clients through various channels.
Participate in the on-call rotation as needed to support critical systems and meet availability objectives, including working other shifts, weekends, holidays, and overtime as required.
Serve as an on-call escalation resource and support engineering peers with complex technical issues and business-critical situations.
Participate in and lead client projects to improve or upgrade technology infrastructures.
Review, create, and execute test plans for assigned project components.
Design and implement complex solutions, including automation and technology, to streamline processes and improve efficiency.
Conduct throughput analysis, problem solving, root-cause analysis, and infrastructure planning.
Identify potential cross-selling opportunities and communicate them to the Sales team.
Assist Professional Services with client architectural assessments and recommendations in response to performance issues, growth requirements, or other needs.
Complete projects and tasks on time according to commitments to stakeholders and management.
Perform assigned scopes of work, including system builds, test plans, documentation, and training.
Understand production-environment SLAs and proactively work to meet commitments.
Collaborate with Customer Success, Project Management, R&D, and Sales.
Test, evaluate, and develop products, offerings, and solutions.
Train customers and company employees in formal and informal settings.
Review assigned service requests daily, follow up with clients, provide status updates, and accurately and promptly update problem-tracking systems.
Address and update customer incident tickets and change orders, providing status information to internal management and customer account managers.