Technical Engagement Manager

Location: Tampa, Florida

Summary

As a member of the Solutions Integration Team, the Technical Engagement Manager is responsible for the on-boarding of new customers, new products, and new services, including the coordination of customer-specific activities and processes with our clients standards. This also involves collaboration with GSOC Operations Management and Sales teams to ensure that systems are implemented and operating in accordance with a) customer requirements, b) best practices and c) Policies and Federal and State laws and regulations.

This position calls for a high level of integrity, good judgment, knowledge concerning issues of privacy and confidentiality, excellent oral and written communication skills, and the ability to work as an independent, productive, responsible, self-motivated member of a team in high pressure situations while maintaining a calm, customer-friendly perspective.

Job Description

  • Manage customer engagement planning and kickoff meetings
  • Schedule and lead technical on-boarding and customer process integration/development meetings
  • Develop and manage on-boarding engagement plans
  • Produce meeting minutes, status reports, and executive briefings during the course of project planning and implementation
  • Tailor Requirements Gathering documents and assure completion by customers
  • Liaise with customers, Security Operations, Sales and Channel/vendor Partners as required to ensure solutions are implemented according to contract specifications and to handle any delivery issues or questions that may arise
  • Develop and deliver Operational Readiness Document (Playbook) to customers and Operations Staff
  • Author knowledge base articles and brief and train internal support staff on customer specifications
  • Coordinate with security engineers to ensure new products and services are documented and operationalized before turnover to Operations

Requirements

  • Hands on experience with IT desktops and networking, ideally in multi-platform environments
  • Working knowledge of IT Security concepts and operations
  • Strong oral and written communication skills including the ability to create knowledge content, engagement metric reports, communication plans, and change control documents
  • Strong analytical skills and problem solving ability
  • Familiarity with enterprise security platforms
  • Excellent organizational skills
  • Ability to develop task lists and milestones and manage and track multiple tasks and engagement plans accurately and efficiently

Interpersonal Skills Required:

  • Customer-focused, with the ability to rapidly adapt to and assimilate different customer requirements and scopes and learn new technologies
  • Ability to interface with and effectively communicate technical concepts, policies, and procedures to individuals with a wide range of expertise and backgrounds
  • Ability to multitask and possess time management/prioritization skills
  • A high level of integrity, excellent judgment and knowledge concerning issues of privacy
  • Ability to work as an independent, productive, responsible, self-motivated member of a collaborative team
  • Ability to manage time-sensitive challenges as they arise, effectively utilizing work plans to manage deadlines

Qualifications:

  • Bachelor’s Degree in an IT or business related field, or equivalent work experience
  • Minimum of 3 years IT, networking, and/or security support experience
  • 1 – 2 years of experience in a technical engagement management or customer care role preferred
  • Professional certifications from bodies such as CompTIA, GIAC and/or other information security certifications highly desired
  • General IT related certifications also desired

 

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