Job Summary

This is a senior technical position with primary focus on overseeing managed services engagements and a secondary focus on providing billable services on specific managed contracts. This role oversees the technical delivery aspects of multiple managed services engagements and includes managing customer technical direction and communications, ensuring assigned Mainline SE resources are deployed properly, working with PMs to interpret and manage engagements to the scope of the contract, and identifying and resolving issues that impact the client's satisfaction with the managed service. The system administration element of the role includes typical operating system and ISV configuration, maintenance, and tuning activities.

Strong business communication skills, an ability to handle and diffuse difficult situations, the ability to organize and manage multiple tasks across contracts, and ability to coach and lead other senior SEs are essential to this role.

Essential Duties and Responsibilities

• Provide technical direction and communication to assigned Mainline managed accounts as needed.
• Monitor customer technical needs and engage the Mainline bench to staff.
• Serve as the customer's first level of issue escalation.
• Provide high level technical steering for both the customer and the virtual Mainline team.
• Keep managed services stakeholders (including PM and management) fully informed of status, direction, and emerging issues.
• Establish a close working relationship with the customer liaison team.
• Participate in the development of proposals and presentations to management and clients.
• Serve as a trusted advisor to our clientele.
• Work with client and Mainline marketing to assure solution meets the client's business objective.
• Other duties as assigned.

Knowledge, Skills, and Abilities

• Proven ability to work with project teams, account teams, and customers to provide industry best professional services.
• Strong communication skills
• Aptitude for mentoring and coaching SE team members
• Ability to effectively communicate technical issues and options to non-technical personnel.
• Self-motivated, detail orientated and the willingness and ability to define processes and procedures.
• Strong attention to detail and follow-through skills
• Must have the ability to multi-task.
• Must have familiarity with Microsoft Office Suite products.

Education and/or Experience

• BA/BS degree or equivalent experience required.
• Minimum of ten years AIX related systems administration experience is preferred.
• Experience in a team lead position.
• Experience working in managed services.
• A minimum of five years of experience in customer facing environments with good presentation skills is desired.

Environmental Factors and Physical Requirements

• Physical environmental factors of this position include those found in typical business office environment or home office environment.
• Requires use of general office equipment and personal computer equipment.
• Ability to travel. Various means of travel may be required, including auto and air travel. This position requires travel: Rarely
• May be required to work irregular schedules including but not limited to as applicable: Nights, weekends, holidays, on-call, and/or overtime.

EEO/AA Employer/Vet/Disabled