Network Services Client Solutions Lead

Amazing MSP
- Leadership role
- Great internal development

Our client, a highly successful Managed Service Provider, has undergone fantastic growth over the years, especially during COVID. They have seen success for over 30 years in Australia and will continue to flourish.

**Day to day stuff;**
- Lead the standard implementation of policies, procedures for fault logging and operational support ensuring they are maintained internally and externally
- Expected to have good understanding of Project/Solution delivery life cycle. Should be able to take end to end project ownership, drive the resource requirements, identify the tasks, and give clear instructions for execution to the team.
- Leverage and share knowledge on existing systems, processes, and technologies, both within and cross practices. Educate and train other staff via informal knowledge sharing, documentation, presentations, and direct mentoring and training.
- Manage and scale relevant in-scope systems used for managed services and work with product management, sales, architecture, project delivery, support, and finance to ensure customer and our requirements are met. Deliver integrated managed solutions, that demonstrably improve on:

- Efficiency and effectiveness
- Speed of deployment
- Reduction in failure rates
- Reduction in mean-time-to-failure
- Ensure all systems within control are maintained in accordance with our Information Security Policies including but not limited to all requirements for PCI-DSS compliance
- Regular reporting on performance, capacity and any other issues which have the potential to cause degradation to the core network or other infrastructure components in your remit.
- Highly focused on operational efficiency of network, respond to high impact incidents, assist management with post incident reporting and identify design/solution improvements and drive the initiatives to mitigate the operational issues.
- Work closely with all departments in levels of Consultancy Services, Operations, Customer Success and Project Management office.
- Develop automation for the management of technical platforms and work with other teams to provide enhanced integration.
- Take technical leadership on major projects and be responsible for transition into operations
- Maintain and upgrade production hosted environments on our hosted and public cloud infrastructure
- Contribute to a culture of continuous improvement, cross-skilling and collaborative knowledge sharing with a focus on innovation, automation, and process improvements
- Automate common tasks and support processes with scripting
- Contribute to continuous improvement initiatives
- Document operational procedures and solutions
- Coach and mentor engineers in their development and capability, instilling a solution focused mindset to problems
- Opened to continuously improve and learn, keep up to date with latest technology trends, continue to get certified and uphold relevant certifications to your field.
- Other duties as required of the position

**Leadership Duties;**
- Assist in managing the team’s workload so that it is balanced and coordinated to ensure an effective and smooth-running department
- Assist in managing the team’s career development through alignment with business needs and team skills/competencies analysis identifying development/training opportunities
- Manage escalations of the team ensuring team member’s questions are answered in a timely manner and that the issue is resolved to the customer’s satisfaction
- Manage teamwork activity and processes to ensure procedures are adhered to, deadlines are met, quality work is delivered, company policy compliance.
- Assist in conducting regular team meetings to update members on best practices, company updates and ensuring discussion within the team
- Generate and share comprehensive reports about team performance, achievement of objectives, and deadlines
- Maintain high level of client satisfaction and measure satisfaction levels
- Provide quality customer service, ensuring communication with the customer is up-to-date and resolving customer issues effectively
- Manage and monitor Client Service Level Agreements (SLAs) to ensure that SLAs are being met
- Assist the recruitment of the team ensuring technical and cultural fit; and effective onboarding and training of the new employee

**What experience you’ll need;**
- Security solutions - Checkpoint, Cisco ASA, Fortinet
- SD-WAN - Cisco, Viptela
- Load Balancing - F5, Netscaler
- VPN and Identity Management - Checkpoint, ASA, Netscaler
- Network Monitoring and troubleshooting - OpenManger
- Broad software and hardware knowledge
- Compliance importance within the Financial sector
- Automation experience with various tools