Service Delivery Lead

🕒 Julho 28

🗽 New York – Remoto

🗽 New York – Remote

💵 $130.000 - $150.000 / ano

⏰ Tempo Integral

🟠 Sênior

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Blue Mantis

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 1993

💼 Consultoria

🏥 Saúde

🏭 Manufatura

Consulting • Healthcare • Manufacturing

Blue Mantis é uma empresa versátil de soluções de TI especializada na otimização de ambientes de TI para eficiência de custos e segurança. Eles oferecem serviços gerenciados, cibersegurança e gestão de risco, soluções em nuvem, serviços de operadora, redes e modernização de datacenters. Com expertise em vários setores, incluindo finanças, saúde, setor público e manufatura, a Blue Mantis adapta seus serviços às necessidades únicas de seus clientes. Seu objetivo é impulsionar a transformação digital e fomentar a inovação, enquanto prioriza a produtividade dos funcionários e o crescimento dos negócios. A Blue Mantis também enfatiza a importância de criar espaços de trabalho modernos e melhorar a experiência dos desenvolvedores. Suas amplas capacidades e foco estratégico os tornam um parceiro valioso para navegar em complexos ambientes de TI.

Descrição

• Act as a technical escalation point of contact for assigned customers, fostering long-term strategic relationships. • Understand client’s business goals and technical environment to proactively guide and align IT solutions to their needs. • Regularly review system health reports, performance metrics, processes, and KPIs to provide insights and strategic recommendations. • Collaborate with internal support and engineering teams to ensure timely resolution of issues and seamless service delivery. • Communicate complex technical issues and solutions clearly to both technical and non-technical stakeholders. • Identify patterns in incidents and outages, propose improvements and drive long-term operational excellence. • Support event, incident, problem, and change management efforts for our 1 using ITIL best practices. • Coordinate root cause analysis and ensure timely follow-up with clients for major or recurring issues. • Monthly reporting to highlight KPIs and Metrics • Analyze data trends and present recommendations.

🎯 Requisitos

• Historical experience managing and administering Windows Server environments • Strong knowledge of network device configuration and administration of Cisco routers/switches. • Understanding of cloud solutions on Microsoft Azure and AWS platforms, including hybrid environments. • Previous experience with virtualization technologies, including VMWare. • Proven success in a Technical Account Manager or customer-facing engineering role. • Capable of interpreting system metrics and translating them into meaningful, business-aligned actions. • Excellent communication and interpersonal skills; able to bridge the gap between business needs and technical solutions. • Strong presentation and documentation abilities. • Highly self-motivated, organized, and comfortable working both independently and collaboratively. • Strong hands-on skills in network, server, monitoring, and ticket management. Able to troubleshoot and resolve issues when additional resources are needed. • Experience with ITIL frameworks and driving adoption of best practices for incident, problem, and change management. • Ability to identify gaps, propose improvements, and facilitate continuous improvement initiatives. • Strong communication and interpersonal skills to interface with Blue Mantis and customer stakeholders, articulate value and manage expectations. • Cover critical events, including weekends, with the ability to coordinate with remote teams and provide leadership. • Capable of providing operational reports, ticket analysis, and recommendations for service improvement.