Team Lead - Managed Network Services

Position Summary:

Charter, a highly respected and value driven VAR, delivers IT solutions across many technology verticals including routing and switching, data center, cloud, wireless, security and unified communications and collaboration. Partnering with several industry leading vendors, Charter solutions are diverse, flexible and deliver business outcomes. The Customer Managed Services Engineer will participate in a wide variety of Charter and Charter customer activities, providing the candidate with opportunity for a high growth career and personal enrichment.

Skills Overview:

The role is diverse in its exposure to technology and vendors. While it is not mandatory that candidates have skills in all of the areas listed below, careful consideration will be given to those that possess previous experience in several areas and desire to broaden their exposure and experience to align with the tactical and strategic directions within Charter and Charter customer environments. Previous experience as a Team Lead will be considered an asset.

Charter partners with a number of top technology vendors, including Cisco Systems, Juniper, Extreme and Microsoft and many others. We require engineers with planning, design and hands on experience in delivering and managing customer networks. Charter is seeking candidates with intermediate to senior certifications with Extreme, Juniper and Cisco, including:

Extreme: ECS, ECP

Cisco: CCNA, CCNP, or higher

Juniper: JNCIS, JNCIP

Additional consideration will be provided to candidates with Microsoft, DC, Storage and Security experience and certifications.

Responsibilities & Accountabilities:

Teamwork

• Work cooperatively within team environments using Agile techniques (Kanban) to deliver multiple concurrent projects to our customer base. Or working to address Customer service requests, trouble tickets etc.
• Attend team huddles and be an active participant team planning activities.
• Bring subject matter expertise and leadership to the team, mentoring other team members to enhance productivity and quality.
• Use provided workflow tools to reflect the current status of tasks, effort/labor etc.
• Execute on defined tasks and complete work within the timelines and effort estimates stated. Proactively communicate problems, blocks and/or any significant deviation from what is expected to the team and project manager in a clear, concise manner.
• Lead team project retrospective activities and help identify areas of success, improvement and give constructive feedback to promote a positive, continuous improvement environment.
• Identify areas to create, improve and maintain Charter intellectual property in the form of configuration templates, testing guides and other tools that assist in allowing Charter to be efficient and deliver with high quality.
• Attend technical training sessions on a regular basis.
• Work collaboratively within the broader engineering team (pre-sales, architecture, support) to bring your skills to bear where and when they are required.

Service Delivery

• Be a capable and decisive leader in the delivery of quality projects, working with the project manager and customer stakeholders to ensure key success criteria are met.
• Relentless in pursuing customer satisfaction.
• Meet and exceed all Charter and Charter customer operational, privacy, security and other policies and requirements.
• Ensure that all documentation is updated and current.
• Attend any/all necessary project meetings, providing accurate updates and status to the project team and customer as required.
• Successfully execute tasks in a diligent and efficient manner, by fully understanding the scope of the activity, communicating proactively any need for assistance or preparation.
• Plan, gather critical customer environment information, design and document solutions in a professional and coherent manner.
• Configure customer equipment using available templates and remote connectivity methods.
• Quality check your work, engaging the team to assist in QA activities. Provide QA to others within the team when asked.
• Engage in off-site and on-site integration/cutover/migration activities (after hours when necessary), representing Charter in a professional manner and communicating effectively with the customer and to the team during critical periods of the migration.
• Work with the support team to transition successful migrations into project warranty period, providing context, documentation and support where required.
• Accurately and in a timely fashion, record your effort and associated notes against the defined task to allow for retrospective activities at the conclusion of projects.

Culture Building and Professional Development

• Engage deeply within the Charter company as a whole, becoming active in the company community and culture.
• Attend Company town halls and events, focused on bringing people together and aligning to a single vision. Participate actively when appropriate.
• Use available social and collaboration tools to engage broadly with the company in a positive and constructive manner.
• Provide mentorship to others in areas of subject matter expertise and personal growth and management.
• Recognize Charter company values and strive to apply them to your position and personal relationship with individuals and the company itself.
• Explore and seize opportunities for growth that benefit both yourself and Charter, aligning with the overall vision.
• Engage strongly in professional development activities with your mentors, reporting manager and HR to ensure growth, fulfillment and overall success for all parties.

Qualifications and Experience:

• 5+ year's previous hands-on technical experience with one or more technologies and vendors listed in the Skills and Capabilities section (previous).
• 3+ years providing technical leadership in key initiatives, capable of correctly assessing complexity and risks. Able to provide and document technical execution plans, migration strategies, acceptance test plans and roll-back/contingency strategies.
• Demonstrated competence in the assembly, racking and configuration of networking hardware, specifically switches, routers, firewalls, servers, storage arrays, wireless access points.
• Experience in providing training to project stakeholders including IT operations/administration and end users.
• Demonstrated experience in working within teams to deliver projects using Agile methods is considered an asset, but not mandatory.

Essential skills:

• Excellent written and oral communication skills, and able to read and write in English in a professional manner.
• Strong ability to create professional technical documentation, both written and diagrammatical using tools such as Word, Power Point and Visio.
• Strong interpersonal skills
• Proven team player with ability to deliver outstanding product/service and build relationships with clients.
• Self-motivated; demonstrated ability to take initiative, effectively prioritize tasks and accomplish goals with minimal supervision.
• Authorized to work in Canada.

Working Conditions

• Overtime as required
• On-call (May be required)
• At Customer site/location work will be required 3 to 4 days/week
• Minimal travel within the Greater Calgary region

If this sounds like the opportunity for you, please apply!