Managing Consultant, Managed Services

Title: Managing Consultant, Managed Services

Location: Remote (US)

Who we are:

Network to Code bridges the gap between DevOps and Network Engineering. We are a pioneer in the network automation industry. Our mission is to drastically change the way networks are managed, consumed, and operated on a day-to-day basis. We offer a variety of professional and consulting services as well as training on Network Automation, DevOps for Networking, and how the network can be operated with an Infrastructure as Code mindset. Our services and solutions enable clients to better serve their business and the needs of their customers.

Impact of this leadership role:

The Managing Consultant (MC) for Managed Services is a new role on a new team at Network to Code.  The MC and their team will be responsible for building and supporting the Managed Services Platform.  The Managed Services Platform is the core of providing “network automation as a service”.  The MC is a technical leader that thrives in building and creating new technologies while managing a highly skilled team of SREs.  We are looking for someone who has a passion and commitment for building something that can change the way the industry consumes network automation.  The MC is able to build a strategic roadmap based on desired business outcomes and stakeholder & customer feedback.  The MC is capable of leading a high performing team while staying focused on managing customer requests and SLAs. This management role provides a platform to drive the strategic direction of Network to Code’s Managed Services within the newly created Managed Services organization. This person is also someone who has been a manager in a NOC or Managed Services team in the past and is comfortable managing distributed teams, rotation schedules, and SLAs.  There is no requirement for this MC to be hands-on.

A day in the life:

  • Gather requirements by talking with internal stakeholders, sales prospects, and early adopters of the managed services platform
  • Act as a Product Owner and Engineering Leader for the Managed Services team establishing formal mechanisms to gather stakeholder feedback
  • Work directly with the Cloud Team establishing the right contracts for the Managed Services and Cloud Team
  • Work directly with the Cloud team who is building the cloud UI and API with the backend APIs and infrastructure
  • Manage a team of SREs who are responsible for building the Managed Services technology and providing the associated day to day support for customers
  • Manage support issue escalations and customer expectations
  • Responsible for the support and managed services offerings tool chain
  • Track key KPI’s for support to manage customer satisfaction and SLA
  • Identify project risks and challenges, develop resolution plans, and support troubleshooting and escalation along the way
  • Provide support in developing functional and technical specifications
  • Articulate pros/cons and tradeoffs of requested features while describing impact to delivery and budget

What you bring:

  • Passion for customer experience and success
  • Honesty and empathy to those around you on a daily basis
  • Ability to create, execute, and lead software engineers
  • A focused and solution-oriented approach necessary to see projects through to completion
  • Confidence and decisiveness in moving the ball forward while being flexible and open

What you have:

  • Experience leading a support or managed services team
  • Experience building teams and processes
  • 7+ years in Information Technology Engineering with 5+ years in a support role
  • You have developed support offerings or rethought how to your organization delivers support
  • Ability to communicate with customers during outages providing assurances NTC is managing and escalating accordingly
  • Ability to break down complex concepts and present them in a clean and concise way, for a varied audience from technical engineers up to senior business leaders
  • Background in network engineering, systems administration, or automation

Why us:

Our workplace at Network to Code is innovative, fast, and exciting. We build solution stacks that are rooted in the latest open-source technologies and enable our clients to get more work done better, faster, and cheaper than ever before. No wonder Gartner named us a Cool Enterprise Networking Vendor in 2020!

Our teams are humbly led by some of the most recognized names in the network automation community. We continue to give back to the community through blogs, industry events and open-source software contributions. Although we’re located throughout the world, we use technology to maintain close peer relationships with regular virtual team events and happy hours.

We believe people are our most valuable resource at Network to Code. Our culture is rooted in collaboration, community, and forward thinking. We are passionately committed to leading and shaping the future of network automation; and as we continue to grow rapidly, we’re always on the lookout for talented, innovative people to join our team!

Network to Code is an Equal Opportunity Employer. Network to Code does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.