Cloud and Infrastructure - Managed Services (EMS) Technical Lead - (Remote – West Coast hours highly preferred)

Base Salary: 125K – 155K Depending on Experience – plus Bonus

Travel: 0-25%

Reports to: Director of EMS

*** Managed Services Provider experience REQUIRED***

About Us:

e360 is a 30+ year privately-owned company with a focus on our people, our clients, and leading technologies. e360’s EMS is the Run and Support department of the organization, providing external, managed, and dedicated support to our clients. Our team is comprised of a range of technology professionals with varying knowledge and Industry background.

We are a dynamic and entrepreneurial consulting company that offers many opportunities for professional development and growth suited to each individual’s personal and professional goals. We offer internal, and subsidize external, training, and reimburse the cost of technology certification exams and / or renewals. Our family-founded business sees work life fit as a core value that all our practitioners practice – the value you add to your team is more important than the time that you ‘clock in and out.’ You will have numerous opportunities to interface with senior leadership, and benefit from mentorship internally or through introductions through external networks to support your growth.

Role Summary:

As the Managed Services Technical Lead, you will champion service excellence across our client engagements. With a solid foundation in VMware, NetApp, and data center technologies as well as exposure to public clouds including Azure, AWS and GCP and a keen understanding of ITIL best practices, you will drive both immediate issue resolution and long-term service enhancement. Your expertise in Continual Service Improvement will ensure our managed services are consistently evolving to exceed client expectations.

Responsibilities

Technical Leadership:

· Serve as the primary escalation point for technical issues, offering advanced support and troubleshooting for clients.

· Implement, maintain, and troubleshoot VMware, NetApp, and general data center solutions.

· Stay updated on the latest VMware, NetApp, and cloud technologies, making recommendations for improvements or upgrades when necessary.

Continual Service Improvement (CSI):

· Drive the adoption of ITIL's CSI approach, identifying opportunities for improvements in efficiency and effectiveness of services delivered.

· Collaborate with cross-functional teams to design and implement service improvements based on feedback, analytics, and industry best practices.

· Review and analyze performance metrics, ensuring services align with agreed-upon service level agreements (SLAs) and targets.

Team Management & Development:

· Guide and mentor junior technical staff, particularly in HPE, VMware and NetApp, and ITIL best practices.

· Collaborate with Managed Services leadership to evaluate team performance, spot training needs, and devise strategies for improvement.

· Organize regular team meetings and one-on-one sessions to provide feedback and guidance.

Client Engagement:

· Engage in client meetings as the technical representative when required by your Client Delivery Manager or Client Architect on a as needed basis.

· Review technical aspects of CAB documentation prior to CAB submission. 

· Write and support RCA delivery on an as needed basis.

Operational Excellence:

· Ensure technical documentation is consistently updated and adheres to company and ITIL standards.

· Play an active role in capacity planning, performance monitoring, and preventive maintenance.

· Consult with vendors and suppliers for technical support and warranty management.

· Bachelor’s degree in computer science, Information Technology, or equivalent experience

· Minimum of 5 years direct experience with VMware, NetApp, and datacenter solutions.

· At least 2 years of team management experience in a technical environment.

· Certifications: VMware (VCP) and NetApp (NCDA/SE) professional level certifications and ITIL certifications are strongly preferred.

· Proven experience working in alignment with ITIL best practices, with a focus on Continual Service Improvement at a Managed Services provider.

· Strong analytical, troubleshooting, and decision-making skills.

· Excellent verbal and written communication abilities.