GreenPages is a leading cloud management consulting and integration firm that helps clients fully virtualize their environments and transform their datacenter and IT operations to effectively leverage the power of cloud computing. The company’s deep technology expertise, broad engineering certifications, and vendor agnostic business model offer clients a strategic, cross-platform, proactive approach to designing, deploying and supporting modern IT environments.
Location: Kittery, ME
Technical Operations Engineer plays a key role in a proactive / predictive 24x7 network monitoring and management operation. The successful candidate will provide technical oversight for client network infrastructure and manage incidents through to resolution while working closely with a global team of resources.
The Technical Operations Engineer provides diligent oversight and management of ongoing issues ensuring efficient and valuable customer communication, guidance, and stewardship to both on and off shore teams. This resource will be the primary Technical Operations interface to our customers.
The nature of our business demands that the person in this role has strong interpersonal skills including the ability to develop effective working relationships, a demonstrated customer focus and a demonstrated the ability to remain calm, focused and successful while supporting clients through change.
Hands-on Technical Operations Engineer providing front-line incident management
Work directly with onshore and offshore technical teams to quickly detect, diagnose, and resolve issues within client network infrastructure; own the escalation process.
Act as the primary “face” of TechOps to our customers
Follow an ITIL-based incident, problem, and change management processes for the Technical Operations function
Respond to and provide guidance during observed and declared security incidents
Promote a proactive/analytical approach within the Technical Operations team that identifies potential issues before they become critical business impacting events
Investigate, analyze and troubleshoot customer environment emergencies. Establish a plan of resolution; execute the plan while mitigating risk or disruption to the customer environment and determine root cause
Participate in on-call rotations within the operations team
Regular, predictable and punctual attendance.
Additional / Non-Essential Responsibilities:
Continual research and development into new offerings and new technologies
Identify and research technologies and tools that are relevant to the ongoing development of the Managed Services business and customers
Assist managed Services management in continuous refinement of tools, processes and procedures to improve service delivery
This position requires polished customer service skills, the ability to manage multiple simultaneous and diverse technology issues to resolution, with minimal supervision and an unbeatable sense of urgency.
Ability to thrive in a fast-paced environment
5+ years demonstrated success working as a key player on a technical support team
Work with internal and external resources to maintain customer network stability and meet Service Level Agreements (SLAs)
Extensive troubleshooting expertise and management of complex production operations environments with expertise across hardware, operating systems, storage, backups, patching, security, cloud technology and networking.
Experience administering MS Exchange
Experience managing Cisco and Fortinet network devices
Must have substantial experience in operating a 24x7 high-availability IT infrastructure in a highly transactional environment
Strong communication skills both verbal and written, to ensure valuable customer, and internal communications
Strong understanding of ITIL concepts and IT operations
Advanced documentation discipline
The candidate should have strong understanding of three or more of the following areas:
Windows Server Operating systems
Fortinet UTM Firewalls
Backup Management (AppAssure, Barracuda, Backup Exec, etc.)
Knowledge of ticketing systems used for incident and change management
Additional Qualifications a plus:
Dev Ops experience
SAN Management (Dell EqualLogic, EMC, Etc.)
Cloud Providers – Azure and AWS
Familiarity with Business continuity and Disaster Recovery
Working Conditions / Environment:
Position is located in Kittery, ME office
Regional client visits are sometimes required. Up to 15% travel as required.
GreenPages is committed to a policy of equal employment opportunity. GreenPages does not discriminate in any aspect of its employment practices against any qualified applicant or employee on account of race, color, creed, religion, sex, sexual orientation, national origin, disability, marital status, or veteran status. We encourage you to send us your resume if you are interested in pursuing a career with us.
To all recruitment agencies: GreenPages does not accept unsolicited agency resumes and ask that you do not forward resumes to GreenPages employees, any physical GreenPages location, or any GreenPages email address. We take no responsibility for any fees related to unsolicited resumes.