Service Transition Project Technical Lead

• IPsoft is a global autonomic services provider, delivering Managed Services, Platform-as-a-Service, Automation-as-a-Service and Autonomic Cloud Orchestration. The company’s mission is to power the world with expert systems.

• IPsoft leverages advanced autonomics that remediate, on average, more than 56 percent of IT Operations tasks including: event management, incident management, change management, request fulfillment and standard operating procedures. We globally support a wide range of enterprise customers, service providers and telecommunications companies. IPsoft’s autonomic technologies enable clients to realize lowered costs, reduced human errors and enhanced service levels.

• Headquartered in New York City, IPsoft has operations in 10 countries across North America, Europe and Asia. IPsoft aims to be a true partner helping businesses achieve better outcomes.

A Project Technical Lead or PTL is the person or persons that are ultimately responsible for aligning our technical support during the transition phase to meet the client’s requirements and expectations.  

In a typical day, you will:

Work with the Project Management team to ensure all client requirements and deliverables from the SOW are met

Lead technical planning and design sessions with clients to build in-depth solutions for the platform

Work closely with technical and product development teams across business units to ensure alignment of all development activities associated with projects including high and low level design diagrams

Keep up to date with the emerging processes and technologies from the IPsoft product line as well as work with the research and development teams to identify further feature enhancements

Author and update internal and external documentation

Assist clients in understanding the overall solution design as well as providing training support for complex enhancements

Extract necessary information from the often unknown requirements provided by customer

Project Management: Work directly with the Service Transition Project Manager (STPM) to ensure all technical project deliverables are set with accurate requirements and ETA’s. 

Knowledge Management: Drive Knowledge Transfer process and ensure all required SOP’s, Run books, and Escalation Procedures have been captured and deployed.

Asset Management: Ensure all required configuration items (CI) have been imported and discovered.

Event Management: Complete required deployment and tuning of monitoring.

Incident Management: Configure prioritization and queuing of incidents tickets along with the appropriate support mappings.

Problem Management: Configure appropriate thresholds for automatic problem management along with required root-cause analysis procedures.

2+ years experience in project driven work

5+ years work experience as IT systems administrator, network engineer, or other L3 support role

Excellent written, verbal communication, and customer skills

Proven extensive technical knowledge with ability to quickly learn new concepts.

Critical thinker with a strong attention to detail

Rockstar (Preferred) Qualifications in addition to those required:

Strong technical background, with previous experience in Linux system administration and/or software development and technical architecture

Ability to deal with ambiguity and competing priorities

Ability to present technical issues to non-technical audiences 

Ability to operate in a fast paced, evolving and changing environment 

Knowledge of ITIL Process Framework

All your information will be kept confidential according to EEO guidelines.