Sr. Managed Services Specialist - Waynesboro, VA , USA
2 days ago
Job description
Job Summary:
The Specialist Managed Services Sr is considered an advanced Individual Contributor / Technical Lead. This role acts as a trusted technical advisor and escalation point for complex services and key customers.
The individual leads technical oversight for service turn-ups and lifecycle readiness, proactively identifies risks, and drives resolution across Engineering and Operations.
In addition to customer-facing responsibilities, the role influences process improvements, mentors junior staff, and ensures consistent execution of service delivery standards.
Periodic travel and on-site customer engagements are required.Job Responsibilities:
Technical & Engineering Oversight
- Serve as the primary technical authority for complex customer services and managed service offerings
- Lead validation of service architectures, configurations, and operational readiness
- Proactively identify systemic risks and improvement opportunities
- Define standards for customer documentation, training materials, and enablement approaches
- Lead advanced onboarding, architecture reviews, and lifecycle planning sessions
- Lead executive-level customer discussions and technical reviews
- Partner with Engineering and Operations to improve service readiness and support
- models
- Lead post-turn-up and post-incident reviews and recommend improvements
- Lead cross-functional delivery efforts for complex or high-visibility services
Qualification Requirements:
Education:
High School Diploma or equivalent is required. A Bachelor's degree in a related field is preferred.
Experience Level:
Three to five years of Project Management and network technologies experience is required. Five to seven years of customer engagement experience is also required.
Job Skills and Certifications:
- Cisco, MEF, and similar industry certifications preferred but not required.
- Advanced understanding of service provider technologies, including IP, MPLS, Ethernet, transport, and access networks
- Strong grasp of core and edge architectures and service design principles
- Extensive experience working with NOC, Operations, and Service Delivery teams
- Strong understanding of SLAs, incident management, escalation, and maintenance planning
- Excellent written and verbal communication skills
- Proven ability to lead customer technical discussions and internal reviews
- Ability to develop advanced training materials and mentor others
- Proven ability to lead complex, cross-functional efforts
- Experience managing dependencies, risks, and escalations across teams
- Strong customer advocacy balanced with operational and technical discipline
- Comfortable leading across Engineering, Operations, and customer-facing teams
- Highly proactive, self-directed, and accountable
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