Solutions Architecture Advisor collaborating with stakeholders on projects such as cloud migrations and system implementations. Engage in technical leadership and support across multiple business sectors.
About the role
- Technical Solutions Manager leading CIRA's Cyber-DNS team to enhance Canada's cybersecurity and DNS infrastructure. Coaching and overseeing service delivery for key clients and stakeholders.
Responsibilities
- Lead and coach the professional services and technical solutions team while actively contributing to service delivery and customer engagements.
- Oversee professional services delivery to drive customer satisfaction and successful project outcomes; serve as the senior point of contact for key clients and stakeholders.
- Drive efficient, high-quality service delivery across implementation, consulting, and support; maintain service standards and support sales with technical expertise.
- Troubleshoot and resolve technical issues promptly and effectively.
- Guide customers through product demonstrations, setup, and configuration of cybersecurity solutions.
- Design and deliver training sessions and workshops to enable effective use of product features and benefits.
- Monitor key performance indicators related to deployment and product usage.
- Produce reports, technical guides, and presentations that demonstrate service value and effectiveness.
- Build and maintain strong customer relationships to understand needs and provide proactive support.
- Communicate clearly in English and French with both technical and business stakeholders.
- Collaborate with cross-functional teams to improve service delivery systems and processes.
- Develop onboarding and product customization processes, including supporting documentation.
Requirements
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or related experience.
- Strong technical knowledge and experience in deploying and troubleshooting workstations (I.e., Linux, Windows, and macOS) and mobile device applications.
- Minimum of 5 years experience in technical support or relevant customer-facing role.
- Minimum of 3 years experience in management of technical resources.
- Customer-centric mindset with a commitment to delivering exceptional service.
- Ability to plan and manage complex projects, including resource allocation, timeline and budget management, and clear assignment of responsibilities.
- Demonstrated understanding of service delivery methodologies, tools, and best practices.
- Excellent communication skills and continuous willingness to learn and develop.
- Advanced knowledge of XDR, enterprise IT environments, scripting, networking, DNS, or firewall technologies is preferred.
- Strong communication skills in English (written and verbal); ability to communicate in French is a strong asset.
- Willingness to travel as needed.
Benefits
- Health insurance
- Flexible work arrangements
- Professional development opportunities
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